Director, Product Management - ServiceNow

What You'll Do

• 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
• Work with enterprise architecture and IT leadership to ensure platform decisions align with broader technology strategy
• Create business cases and secure executive buy-in for major platform initiatives and investments
• 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
• 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
• 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
• 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
• 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

• 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
• 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
• 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