Senior Product Manager, Enterprise Service Management

About the role

The Digital Enterprise Technology Service Management team is building the future of internal IT at Salesforce — not by following legacy playbooks, but by becoming Customer Zero for our own cutting-edge ITSM product built natively on the Salesforce Platform. As Senior Product Manager for Core Service Management, you'll own the multi-year roadmap for the practices that form the backbone of ITSM business operations at Salesforce.

Responsibilities

• Define and execute a 12–18 month product roadmap for core ITSM capabilities, balancing technical tradeoffs, business value, and operational risk
• Lead the transition from traditional ITIL process models to a modern, agile product operating model grounded in DevOps and SRE principles
• Plan, track, and deploy agentic use cases using Agentforce and Data Cloud — replacing manual control points, automating pipeline gating, and enabling predictive operational risk management
• Partner closely with the Service Desk and Asset Management Product Managers to break down functional silos and deliver a unified enterprise service delivery experience
• Serve as Customer 0 for Salesforce's ITSM product — validating platform capabilities through internal deployment and channeling high-fidelity feedback to Technology & Product engineering teams
• Establish a conceptual framework for business capability mapping, aligning App360X (APM), Tech Catalog, and CMDB into a coherent service architecture
• Manage the product backlog using Agile/Scrum best practices, filtering requests and driving focus on the highest-impact initiatives

Requirements

• 7+ years of professional experience in large-scale software product management, technical program management, or software engineering in infrastructure organizations
• Deep, practical knowledge of IT Service Management frameworks (ITIL) alongside modern DevOps, CI/CD, and Infrastructure as Code (IaC) practices
• Proven experience designing data structures and technical relationships for a CMDB or application catalog at scale
• Hands-on experience working natively on the Salesforce Platform — including Service Cloud, Flow, and Core Metadata frameworks
• Practical experience developing agentic capabilities, AI/ML-driven workflows, or autonomous agents (e.g., Agentforce or comparable platforms)
• Demonstrated understanding of SOX compliance frameworks, separation of duties (SoD), and secure software development lifecycles (SSDL)
• Exceptional communication skills and executive presence, with the ability to convey complex technical roadmaps and strategic tradeoffs to audiences at all levels
• Track record of influencing cross-functional teams — including engineering, security, and business units — without formal authority

Preferred Qualifications

• Experience with Data Cloud or comparable real-time data ingestion and harmonization with Salesforce platforms
• Familiarity with SRE principles and site reliability tooling in large enterprise environments
• Experience building Tableau dashboards or equivalent operational metrics frameworks
• Prior experience in a Customer 0 or internal platform role at a technology company
• Knowledge of ITSM tooling migrations or platform consolidation programs

Benefits

At Salesforce, we offer a comprehensive benefits package to help you live well. This includes:

• Time off programs
• Medical, dental, vision, and mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• An employee stock purchasing program

For more details, visit Salesforce Benefits.

Pay

The typical base salary range for this position is $172,500 - $260,100 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $207,800 - $285,800 annually.

Schedule

This role is full-time.