Senior AI-Native ITSM Product Lead

ServiceNow; Santa Clara (CA); On-site; USD 191,000 - 334,000; Full time

Job summary

ServiceNow is seeking a senior product leader to own an AI-native ITSM portfolio. You will drive strategy, define success metrics, and coach a small team while delivering production-grade AI-enabled incident, change, and RCA workflows for enterprise customers in a fast-paced environment.

You will partner with design, engineering, and Customer Success to ensure scalable, trustworthy automation that reduces outages and improves time to resolve across large organizations.

Qualifications

• 12+ years of software product management experience in enterprise products.
• Led an AI-native product end to end with a strong quality bar.
• Define product requirements, roadmaps, and stakeholder alignment.
• Know IT service operations: incidents, changes, on-call, RCA concepts.
• Experience with large enterprises and complex customizations.
• Proven ability to mentor junior product managers.
• Experience integrating AI into workflows and decision processes.

Responsibilities

• Own an AI-native ITSM product end to end from problem to launch to production.
• Set product strategy for the Service Operations portfolio to drive growth.
• Prototype interactions, build eval harnesses, and review agent logs.
• Define what good looks like for autonomous agents in operations.
• Collaborate with service desk, DevOps, SRE, and RCA teams to generalize learnings.
• Own outcome metrics with Customer Success and ensure proper instrumentation.
• Align with peers and mentor others while shipping against a unified vision.
• Write strategy, specs, and analysis; lead product development end-to-end.

Skills

Product management

AI-native product

Enterprise software

Leadership

Requirements gathering

Customer focus

Mentorship

AI integration

Tools

Salesforce

Jira Service Management

Freshworks

BMC

Job description

ServiceNow is seeking a senior product leader to own an AI-native ITSM portfolio. You will drive strategy, define success metrics, and coach a small team while delivering production-grade AI-enabled incident, change, and RCA workflows for enterprise customers in a fast-paced environment.

You will partner with design, engineering, and Customer Success to ensure scalable, trustworthy automation that reduces outages and improves time to resolve across large organizations.