Senior Technical Product Manager, IT Service Management

Oura; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Employee discounts for friends &…

Paid time off

Job summary

Ōura is seeking a senior IT service management leader to migrate our platform to an AI-native solution while maintaining service levels and user satisfaction.

You will own the platform as a product, govern the service catalog, and design knowledge management for both humans and AI agents, ensuring compliant, scalable service delivery across the organization.

Qualifications

• 6+ years in IT service management, service platform, or internal-tools product roles.
• Led at least one end-to-end ITSM or ESM tool implementation or migration through go-live.
• Strong grounding in ITSM concepts (ITIL or equivalent).
• Hands-on depth with service management platform: catalog, workflow, SLA, knowledge, reporting.
• Experience with AI-native ITSM platforms or Jira/Freshservice equivalents.
• Experience designing access and fulfillment workflows with identity providers.
• Ability to justify design decisions to engineers and stakeholders.
• Experience running a platform as a product for multiple internal teams.

Responsibilities

• Lead migration from legacy ITSM to AI-native platform across data model, workflow, catalog, integrations, cutover.
• Design requests, catalog items, and knowledge from the worker's point of view to reduce friction.
• Own the platform as a product with a shared roadmap and backlog.
• Govern the service catalog and request fulfillment; move requests toward automation and identity-governed fulfillment.
• Own the knowledge management standards, governance, and content ownership.
• Define how AI agents operate in service management, including routing and guardrails.
• Build a repeatable onboarding model for enterprise service management (ESM).
• Maintain audit-ready processes for change, incident, and access workflows to satisfy controls.

Skills

ITSM

AI-native

REST APIs

SAML/SSO

JSON data models

Python/JS scripting

Workflow configuration

Knowledge management

Vendor and partner management

Communication

Empathy for users

Tools

ServiceNow

Jira Service Management

Freshservice

Atomicwork/Serval

Workato

Job description

Our mission at the company is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their the company Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office.

What You Will Do:

• Lead the migration from our legacy ITSM platform to a modern, AI-native one, from data model, workflow, and catalog design through integrations, cutover, and decommission, with no loss in service levels or employee satisfaction

• Be the voice of the employee. Design requests, catalog items, and knowledge from the worker's point of view so getting help is easy and frictionless, and use feedback and service data to keep removing friction

• Own the platform as a product: a single roadmap and backlog, clear intake, and prioritization criteria that every service team can see and trust

• Govern the service catalog and request fulfillment. Decide what gets added, changed, or retired, and move requests from manual work toward automated and identity-governed fulfillment

• Own the knowledge management function: the standards, structure, and governance that make knowledge accurate and findable for people and AI agents alike, while individual teams keep ownership of their own content

• Define how AI agents operate in service management: which requests they resolve, which they route to a human, and the accuracy thresholds and guardrails behind each

• Build a repeatable onboarding model for ESM so non-IT service teams can adopt a consistent service experience, whichever platform fits them (intake, catalog, workflows, knowledge, reporting, access controls)

• Keep the platform audit-ready by designing change, incident, and access workflows that produce the evidence our SOX, SOC 2, and HIPAA controls require

• Work hands-on in the platform and with engineers on configuration, integrations, and automation, and direct vendor and partner work where needed

This is a remote role based in the US.

What you'll bring

• 6+ years in IT service management, service platform, or internal-tools product roles

• Led at least one end-to-end ITSM or ESM tool implementation or migration through go-live

• Strong grounding in ITSM concepts and practices (ITIL or equivalent), and the judgment to evaluate platforms on their merits rather than loyalty to one vendor

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

• Experience with an AI-native ITSM platform (such as Atomicwork or Serval), or with Jira Service Management, Freshservice, or similar

• Working knowledge of ServiceNow, including its data model, workflows, and administration, and how to get data and configuration back out of it

• Experience designing access-request and fulfillment workflows integrated with an identity provider or identity governance platform

• Experience applying AI in a service desk: knowledge grounding, intent classification and routing, automated resolution, accuracy evaluation, guardrails, and human handoff

• Technical depth to make and defend design calls with engineers: REST APIs, webhooks, SSO and SCIM, JSON data models, LLM and agent integrations (such as MCP and tool calling), and scripting in Python or JavaScript

• A track record of running a platform as a product for multiple internal customer teams, including prioritizing across competing demand

• Genuine empathy for the people you serve, with a record of simplifying service experiences and removing friction for employees

• Clear written and verbal communication, including translating platform trade-offs for service owners outside IT

• Daily use of AI assistants, agents, and AI-assisted build tools (such as Claude, Claude Code, or Cursor) to ship scripts, reports, and prototypes, with good judgment about when to verify output and when AI is the wrong tool

Nice to have:

• Experience with identity governance, including birthright and role-based access models

• CMDB or asset-management data modeling, including device lifecycle integrations

• Knowledge management program experience, including controlled vocabularies, taxonomy, and metadata standards; content governance and ongoing stewardship; and grounding AI agents in governed knowledge with source citation (retrieval-augmented generation, or RAG, design beyond vendor defaults)

• ESM experience with non-IT teams such as HR, Facilities, or Legal, including handling sensitive employee data

• SOX ITGC experience in a pre-IPO or public company

• Familiarity with iPaaS tools such as Workato

• Experience supporting distributed teams across US and EMEA time zones

• ITIL 4 certification

Benefits

At Ōura, we care about you and your well-being. Everyone here at Ōura has a ring of their own and we are continually looking to improve employee health.

What we offer:

• Competitive salary and equity packages

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

• An Ōura Ring of your own plus employee discounts for friends & family

• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off

• Paid sick leave and parental leave

Ōura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

Region 1 $143,000 - $169,000Region 2 $130,000 - $153,000Region 3 $117,000 - $138,000

A recruiter can determine your Region based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI).

the company is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at the company are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or exp