Senior Staff Product Manager, AI-Native IT Service Management

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of an AI-native ITSM product from start to finish, addressing customer issues through to launch criteria and production performance.

• Establish product strategy for the Service Operations portfolio to support ServiceNow’s objective of achieving over $10B in revenue.

• Create prototypes for interactions, develop evaluation harnesses, and assess agent execution logs.

• Set quality benchmarks for autonomous agents in operational environments.

• Collaborate with design partners across service desk, application and infrastructure support, DevOps and SRE, as well as major incident command.

• Implement solutions in customer environments addressing real incidents, changes, and root-cause analyses, then extrapolate insights.

• Manage outcome metrics such as time to resolution, change failure rates, and recurrence of incidents.

• Collaborate with Customer Success to ensure measurement of product impact is effectively implemented.

• Align with peer product managers and guide several teams through the complexities of product development.

• Develop strategy, specifications, and analysis documentation.

• Mentor and coach other product managers.

⛳️ Requirements

• A minimum of 12 years of experience in software product management.

• Proven history of delivering complex enterprise products that delight customers and generate significant business results.

• Full ownership of an AI-native product from inception to completion, ensuring accountability for its quality standards.

• Familiarity with enterprise-grade AI, encompassing quality standards, guardrails, telemetry, and customer trust.

• Experience in IT service operations, including incidents, changes, and on-call scenarios.

• Knowledge of workflow orchestration, workspace design, Flow Designer, and extensibility frameworks.

• Capacity to participate in architectural discussions and make informed trade-offs.

• Experience working with large enterprises that have complex customizations, compliance needs, and heightened expectations.

• Proficient in defining and documenting product requirements, user stories, and product roadmaps.

• Strong curiosity about customer needs and a record of building genuine customer relationships.

• Ability to foster solution development through systems thinking.

• Capability to act as a product lead and mentor for junior team members.

• Experience in integrating AI into workflows, decision-making processes, or problem-solving approaches.

• Preferred: expertise in IT service operations, including incident management, major incidents, change management, problem resolution, RCA, CMDB, on-call processes, or AIOps.

• Preferred: experience in agent evaluation, including design of evaluation sets and using LLM as a judge.

• Preferred: hands-on experience with prototyping and analysis utilizing tools, data, and logs.

• Preferred: experience in building products from the ground up.

• Preferred: experience transitioning a large user base to a significantly different experience.

• Preferred: AI-native working practices and demonstrated ability to transform team operations.

• Preferred: familiarity with Salesforce, Jira Service Management, Freshworks, and BMC.

🏝️ Benefits

• Equity (where applicable).

• Variable/incentive compensation.

• Health plans.

• Flexible spending accounts.

• 401(k) Plan with company match.

• Employee Stock Purchase Plan (ESPP).

• Matching donations.

• Flexible time away plan.

• Family leave programs.