ITSM Product Manager

Providence India; Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A premier tech firm is seeking an experienced ServiceNow ITSM Product Manager specialized in Hardware Asset Management to drive the vision and execution of ITSM initiatives. This role requires over 8 years of IT management experience and expertise in managing ServiceNow operations. The successful candidate will collaborate with stakeholders to optimize asset lifecycle management, enhance performance, and ensure alignment with organizational goals. Excellent communication skills and Agile experience are essential, along with preferred ServiceNow certifications.

Qualifications

• 8+ years of experience in IT management, encompassing people, processes, technology, and product lifecycle.
• Proven track record in leading MVPs for ServiceNow Solutioning, with focus on HAM for hardware lifecycle management.
• Deep knowledge of ITIL best practices and ServiceNow ITSM modules.

Responsibilities

• Define and drive the product vision, strategy, and roadmap for ServiceNow ITSM.
• Lead solution design and performance enhancements for ITSM and HAM.
• Collaborate with stakeholders to gather requirements and prioritize features.

Skills

Hands-on expertise in managing ServiceNow platform operations

Strong people management skills

Excellent communication

Stakeholder management

Problem-solving abilities

Experience with Agile/Scrum methodologies

Education

Bachelor's/master's degree

Tools

ServiceNow

Job description

Direct message the job poster from Providence India

Lead Analyst, Talent Acquisition at Providence

Job Title: ServiceNow ITSM Product Manager (with Hardware Asset Management Focus)

Job Summary: We are seeking an experienced ServiceNow ITSM Product Manager with specialized expertise in Hardware Asset Management (HAM). With over 8+ years in managing people, processes, technology, and products, this role owns the vision, strategy, roadmap, and execution for the ServiceNow IT Service Management (ITSM) platform, with a strong emphasis on integrating and optimizing Hardware Asset Management (HAM) capabilities. The position drives innovative solutions, asset lifecycle management, performance optimization, and alignment with business objectives in a dynamic IT environment.

Key Responsibilities

• Define and drive the product vision, strategy, and roadmap for ServiceNow ITSM modules (including Incident, Problem, Change, Release, Knowledge Management, Request Fulfillment, and Continual Improvement) and Hardware Asset Management (HAM).
• Lead Minimum Viable Products (MVPs), solution design, and performance enhancements for ITSM and HAM, focusing on hardware asset lifecycle automation, tracking, procurement, inventory, and retirement.
• Collaborate with stakeholders to gather requirements, prioritize features, and ensure ITSM and HAM initiatives align with organizational goals, including compliance, cost control, and risk minimization.
• Oversee platform operations, configurations, integrations (e.g., CMDB, procurement, discovery tools), upgrades, and governance for both ITSM and HAM modules.
• Manage hardware asset processes, including model normalization, consumables management, stockroom operations, transfers, and reclamation workflows.
• Drive integrations between HAM and ITSM processes, such as asset requests via Service Catalog, incident linkage to assets, and change management for hardware.
• Manage product backlog, user stories, and sprint planning in Agile environments.
• Promote user adoption, training, and change management for ITSM and HAM processes.
• Monitor product and asset performance, analyze metrics (e.g., asset utilization, compliance), and iterate based on feedback and data.
• Foster cross-functional collaboration with development, operations, architecture, procurement, finance, and business teams.
• Handle vendor relationships with ServiceNow, manage costs, licensing, and enhancements.
• Lead small teams of analysts/experts, demonstrating strong people management and conflict resolution skills.

Qualifications and Experience

• 8+ years of experience in IT management, encompassing people, processes, technology, and product lifecycle.
• Hands‑on expertise in managing ServiceNow platform operations, ITSM implementations, and Hardware Asset Management (HAM).
• Proven track record in leading MVPs for ServiceNow Solutioning, with focus on HAM for hardware lifecycle management, inventory optimization, and integrations.
• Strong people management skills with experience in team leadership and conflict resolution.
• Deep knowledge of ITIL best practices, ServiceNow ITSM modules, and HAM capabilities (e.g., asset tracking, normalization, procurement integration).
• Experience with Agile/Scrum methodologies and tools.
• Excellent communication, stakeholder management, and problem‑solving abilities.
• Preferred: ServiceNow certifications (e.g., CIS‑ITSM, CIS‑HAM, CSA) and relevant bachelor's/master's degree.

This role offers the opportunity to lead transformative ITSM and HAM initiatives on a leading platform, driving operational excellence, cost savings through effective hardware asset management, and innovation.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Engineering and Consulting

Industries

• Hospitals and Health Care
• Software Development
• Information Services

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