Director, Product Management

Salary: $135000 - 225000 per year Requirements: Bachelors degree and 10 years experience in product management, or a masters degree and 8 years experience, or a Ph.D. and 5 years experience, or 14 years total experience 5+ years experience in a management or leadership position In-depth knowledge of ITSM, ESM, and service delivery frameworks such as ITIL and knowledge management Proven ability to lead large-scale platform transformations within enterprise settings (3,000+ users) Experience in managing complex stakeholder environments with conflicting priorities Strong background in IT service delivery and business process automation Experience implementing enterprise SaaS solutions Familiarity with service management best practices and ITIL framework Understanding of enterprise integrations, APIs, and platform architecture Knowledge of governance, compliance, and security standards for large organizations Experience with low-code/no-code platforms and digital transformation Responsibilities: Direct the comprehensive strategy and roadmap for the ServiceNow platform across all modules and business units Collaborate with management to outline the long-term vision for ServiceNow as an enterprise service management platform leveraging AI innovations Assess emerging capabilities of ServiceNow to identify investments yielding the highest business value Work with enterprise architecture and IT leaders to ensure platform decisions are in line with the overall technology strategy Prepare business cases and obtain executive support for crucial platform projects and investments Act as the chief product leader for ServiceNow across the enterprise, collaborating with stakeholders in various business functions Comprehend the needs of enterprise users to formulate a cohesive platform strategy Build trusting relationships with senior executives to gain insights into their operational challenges Advocate for a shift towards unified service experiences across the organization Balance differing demands from various business units while ensuring platform integrity and consistent user experience Drive continuous enhancement of core ITSM functions, including incident, problem, change, and asset management Streamline IT Helpdesk operations to improve resolution times and user satisfaction Implement best practices for service management, including proactive monitoring and AI support Establish and monitor service level metrics to showcase operational excellence Lead the introduction of ServiceNow in HR Service Delivery, enhancing employee experiences Design uniform service experiences across departments while acknowledging their distinct needs Promote employee-focused design principles for easier access to support Build, mentor, and guide a high-performing team of product managers and analysts Create clarity on roles, priorities, and decision-making processes within the product organization Cultivate a culture centered on data-driven decision-making and operational excellence Develop talent and provide growth opportunities for team members at every level Collaborate with engineering to set up governance structures for platform configurations Work with technical teams to ensure platform performance and scalability Manage stakeholder communication and oversee user acceptance testing and release management Promote adoption of platform standards and best practices across the organization Oversee the relationship with ServiceNow, influencing contract negotiations and executive reviews Technologies: AI Support ITIL ITSM Security ServiceNow More: We are a large enterprise comprising over 32,000 team members, where the quality of our internal service delivery plays a critical role in employee productivity and satisfaction. The ServiceNow platform is essential for uniting various services, automating tasks, and enabling exceptional experiences for our employees. As the Director of Product Management overseeing this key platform, you will have a significant impact across the organization, enhancing our operations and freeing up valuable time for higher-value work. We offer an expansive environment with ample opportunities for driving digital transformation and modernizing service delivery, all while providing a supportive and flexible workplace. last updated 28 week of 2026