Senior Technical Product Manager – IT Service Management

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

📋 Description

• Lead the transition from the legacy ITSM platform to a cutting-edge AI-native solution, encompassing the data model, workflow, catalog design, integrations, cutover, and decommissioning.

• Create employee-focused requests, catalog items, and knowledge content.

• Manage the platform's roadmap, backlog, intake, and prioritization criteria.

• Oversee the service catalog and request fulfillment, transitioning manual processes to automated and identity-governed fulfillment.

• Establish knowledge management standards, structure, and governance.

• Define operating models for AI agents, including routing, accuracy thresholds, and guardrails.

• Develop a repeatable ESM onboarding framework for non-IT service teams.

• Design audit-compliant change, incident, and access workflows that adhere to SOX, SOC 2, and HIPAA controls.

• Configure platforms, integrations, and automation in collaboration with engineers; manage vendor and partner work.

⛳️ Requirements

• Over 6 years of experience in IT service management, service platforms, or internal-tools product roles.

• Successfully led at least one comprehensive ITSM or ESM tool implementation or migration through to go-live.

• Strong foundation in ITSM principles and practices (ITIL or equivalent).

• Hands-on experience with a modern service management platform, including service catalog, workflow and SLA configuration, knowledge management, and reporting.

• Familiarity with an AI-native ITSM platform, such as Jira Service Management, Freshservice, or similar solutions.

• Working knowledge of ServiceNow, including its data model, workflows, and administration functionalities.

• Experience in designing access-request and fulfillment workflows that integrate with an identity provider or identity governance platform.

• Experience in leveraging AI within a service desk environment, including knowledge grounding, intent classification and routing, automated resolution, accuracy assessment, guardrails, and human handoff.

• Technical expertise in REST APIs, webhooks, SSO and SCIM, JSON data models, LLM and agent integrations, as well as Python or JavaScript scripting.

• Proven ability to manage a platform as a product for multiple internal customer teams.

• Excellent written and verbal communication skills.

• Regular use of AI assistants, agents, and AI-enhanced build tools.

• Experience with identity governance, CMDB or asset management data modeling, knowledge management initiatives, ESM, SOX ITGC, iPaaS tools, or working with distributed teams across US and EMEA time zones is a plus.

• ITIL 4 certification is a plus.

🏝️ Benefits

• Competitive salary and equity packages.

• Health, dental, vision insurance, and mental health resources.

• An Ōura Ring for your use along with employee discounts for friends and family.

• 20 days of paid time off, in addition to 13 paid holidays and 8 days of flexible wellness time off.

• Paid sick leave and parental leave.