Senior Technical Product Manager, IT Service Management

About the role

This role will drive the evolution of internal service management capabilities, with a strong emphasis on modernizing employee support experiences through technology and automation. You will own the roadmap for a service management platform, partner closely with IT and non-IT service teams, and shape how requests, knowledge, and AI-enabled workflows are delivered across the organization. The work will directly impact operational efficiency, service quality, and the ease with which employees access support.

Responsibilities

• Lead the migration from a legacy ITSM environment to a modern, AI-native platform
• Design service requests and knowledge experiences from the employee perspective
• Own the service management platform as a product with a clear roadmap
• Govern the service catalog and automate request fulfillment
• Manage knowledge standards for accuracy and accessibility
• Define AI agent operations in service management
• Build a repeatable onboarding model for non-IT service teams

Qualifications

• 6+ years of experience in IT service management or internal-tools product roles
• Experience leading an end-to-end ITSM or ESM tool implementation
• Strong grounding in ITSM concepts, such as ITIL or equivalent frameworks
• Hands-on experience with modern service management platforms
• Familiarity with AI-native ITSM platforms and tools like ServiceNow
• Technical depth in REST APIs, webhooks, and scripting languages
• Empathy for users, with a focus on simplifying service experiences

Benefits

• Health, dental, and vision insurance
• Mental health resources
• An employee product benefit and employee discounts
• 20 days of paid time off plus 13 paid holidays
• 8 days of flexible wellness time off
• Paid sick leave and parental leave

Pay

$143,000 – $169,000 annually

Location

Remote — US-based candidates only; no visa sponsorship available