Senior AI-Native ITSM Product Lead — Drive Zero Outage

ServiceNow; California; On-site; USD 191,000 - 334,000; Full time

Benefits offered by this job

Health plans

401(k) Plan

Equity

Job summary

ServiceNow is seeking a senior product leader to own an AI-native ITSM portfolio, defining success metrics and guiding a small, high-impact team. You will work with design, engineering, and customer success to ship features that reduce outages and improve time to resolution.

You'll shape strategy toward enterprise adoption, build prototypes and run evals against real incidents, and mentor junior managers as you scale the product across thousands of customers.

Qualifications

• 12+ years of software product management experience, including a track record of shipping complex enterprise products that customers love and that drive meaningful business outcomes.
• Have owned an AI-native product end to end and been the person accountable for its quality bar.
• Know what enterprise-grade means for AI: the quality bar, the guardrails, the telemetry, and the work of earning a customer’s trust before they hand an agent real authority.
• Have working knowledge of IT service operations: how incidents, changes, and on-call actually run, and why operations teams are slow to trust automation.

Responsibilities

• Own an AI-native ITSM product end to end, from the customer problem through launch criteria to how it performs in production.
• Set product strategy for the Service Operations portfolio that supports ServiceNow’s growth toward $10B+ in revenue.
• Build, not just specify. Prototype the interaction, stand up the eval harness, and get into the agent execution logs to understand what happened on the runs that failed.
• Define what good means for an autonomous agent in an operational context where the cost of a wrong action is a second outage.

Skills

Product strategy

Cross-functional leadership

AI/ML awareness

Telemetry & metrics

Enterprise software

Roadmapping

Stakeholder management

Mentoring

Problem solving

Communication

Job description

ServiceNow is seeking a senior product leader to own an AI-native ITSM portfolio, defining success metrics and guiding a small, high-impact team. You will work with design, engineering, and customer success to ship features that reduce outages and improve time to resolution.

You'll shape strategy toward enterprise adoption, build prototypes and run evals against real incidents, and mentor junior managers as you scale the product across thousands of customers.