Director, Product Management - ServiceNow

What You'll Do
Platform Strategy & Vision

• Own the end-to-end ServiceNow platform strategy, roadmap, and portfolio management across all modules and business units
• Partner with your manager to define the multi-year vision for how ServiceNow will evolve from an ITSM tool to a comprehensive enterprise service management platform leveraging the latest in AI capabilities
• Evaluate emerging ServiceNow capabilities and determine which investments will drive the greatest business value
• Partner with enterprise architecture and IT leadership to ensure platform decisions align with broader technology strategy
• Build business cases and secure executive buy-in for major platform initiatives and investments

Enterprise Partnership & Service Delivery

• Serve as the primary product leader for ServiceNow across the enterprise, partnering with stakeholders in IT, HR, Facilities, Finance, Legal, Procurement, and other business functions
• Understand the service delivery needs of enterprise users and translate them into a cohesive platform strategy
• Build trusted relationships with executives, VPs, and business leaders to understand their operational challenges
• Champion a service management mindset shift across the organization-moving from disparate tools to unified service experiences
• Balance competing demands from multiple business units while maintaining platform integrity and user experience consistency

ITSM & IT Helpdesk Excellence

• Drive continuous improvement of core ITSM capabilities including incident, problem, change, and asset management
• Optimize IT Helpdesk experiences to reduce resolution times, improve self-service adoption, and increase user satisfaction
• Implement modern service management best practices including knowledge-centered service, proactive monitoring, and AI-powered support
• Define and track service level metrics that demonstrate operational excellence and continuous improvement

HR Employee Service Center & Beyond

• Lead the expansion of ServiceNow into HR Service Delivery, creating seamless employee experiences for onboarding, ESC, and HR case management
• Design consistent service experiences across departments while respecting the unique needs of each business function
• Champion employee-centric design principles that make it easy for enterprise users to get help when they need it

Product Team Leadership

• Build, mentor, and lead a high-performing team of product managers, business analysts, and product owners
• Create clarity around roles, priorities, and decision-making frameworks within your product organization
• Foster a culture of data-driven decision making, customer empathy, and operational excellence
• Develop talent and create growth opportunities for team members at all levels

Platform Governance & Operations

• Partner with engineering to establish governance frameworks for platform configuration, customization, and integration decisions
• Partner with ServiceNow technical teams to ensure platform health, performance, and scalability
• Manage stakeholder communication, user acceptance testing cycles, and release management processes
• Drive adoption of platform standards, best practices, and reusable components
• Oversee vendor relationship with ServiceNow, including input to contract negotiations and executive business reviews

What You Bring
Required Experience

• Bachelor's degree and 10 years' experience in product management. The right candidate could also have a different combination, such as a master's degree and 8 years' experience; a Ph.D. and 5 years' experience; or 14 years'experience
• 5+ years' experience in a management or leadership role
• Deep expertise in ITSM, ESM (Employee Service Management), and service delivery frameworks (ITIL, knowledge management, SLA/OLA management)
• Proven track record leading large-scale platform transformations in enterprise environments (3,000+ users)
• Experience managing complex stakeholder ecosystems with competing priorities and limited resources
• Strong background in both IT service delivery and business process automation

Technical & Domain Knowledge

• Experience with managing and implementing enterprise SaaS solutions
• Knowledge of service management best practices, ITIL framework, and modern support models
• Familiarity with enterprise integrations, APIs, and platform architecture considerations
• Understanding of governance, compliance, and security requirements in large enterprises
• Experience with workflow automation, low-code/no-code platforms, and digital transformation initiatives

Leadership & Business Skills

• Demonstrated ability to influence and build consensus with senior executives and cross-functional leaders
• Strong business acumen with ability to build ROI cases and demonstrate platform value
• Excellent communication skills with ability to translate technical concepts for business audiences and business needs for technical teams
• Strategic thinking combined with execution excellence-you can both set the vision and drive delivery
• Change management expertise with track record of driving organizational adoption of new tools and processes
• Budget management experience including vendor negotiations and financial planning

Preferred Qualifications

• Hands-on experience with ServiceNow platform strategy, implementation, or product ownership
• Deep understanding of ServiceNow modules including ITSM, ITOM, HR Service Delivery, CSM (Customer Service Management), and emerging AI/automation capabilities (or tangible experience of coming up to speed quickly on a new platform)
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist
• ITIL v4 Foundation or higher certification
• Experience with AI-powered service management (Virtual Agent, Predictive Intelligence, etc.)
• Background in management consulting, business process transformation, or enterprise architecture
• MBA or advanced degree in relevant field

Success in This Role Looks Like
Year One

• Established trust and credibility with key business stakeholders across the enterprise
• Defined clear platform vision and 3-year roadmap with executive alignment
• Improved IT Helpdesk metrics including time to resolution, first contact resolution, and user satisfaction
• Delivered 2-3 high-impact service management improvements that demonstrate platform value
• Built a cohesive product team with clear priorities and ways of working

Ongoing

• Consistent adoption growth across both IT and non-IT service domains
• Measurable improvements in employee productivity through better service experiences
• Strong NPS scores from both end users and business stakeholders
• Platform viewed as a strategic asset and enabler, not just an IT tool
• Regular delivery cadence with predictable releases and minimal disruption
• Cost optimization through consolidation of redundant tools onto ServiceNow platform

Why This Role Matters
In an enterprise of 32,000 people, the quality of internal service delivery directly impacts employee productivity, satisfaction, and our ability to execute on business objectives. ServiceNow is the connective tissue that brings together disparate services, automates manual work, and creates seamless experiences for employees across the organization. As the Director of Product Management for this critical platform, you'll have enterprise-wide impact-touching every employee, every department, and every service interaction. Your work will fundamentally change how our organization operates, freeing up thousands of hours for higher-value work and creating the service experiences our employees deserve.
Our Environment

• Enterprise scale: 32,000+ users across multiple business units and geographies
• Complex stakeholder landscape requiring executive-level partnership and influence
• Matrixed organization requiring strong collaboration and consensus-building skills
• Fast-paced environment with high expectations for both strategic thinking and operational execution
• Significant opportunity to drive digital transformation and modernize service delivery

USD 148,500.00 - 247,500.00 per year
Compensation:
Compensation includes a base salary in the range of $148,500.00 - $247,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets.