Service Management Product Manager
Core
Design, govern, and improve Service Management processes (Change, Request, Knowledge) as products within the ServiceNow platform to enhance operational efficiency and customer experience.
Role type
Service Management Product Manager
Builds
Scalable, efficient Service Management processes and capabilities on ServiceNow for global Data Center and Network Operations.
Domain
IT Service Management (ITSM) / Digital Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Service Management process design, ServiceNow platform configuration, ITIL best practices, stakeholder management, data-driven process improvement, Agile delivery, workflow automation, gap analysis
Preferred skills
Lean, Six Sigma, Scrum, ServiceNow System Administrator certification
Technologies
ServiceNow, ITIL, Agile, Lean, Six Sigma
Responsibilities
Own Service Management processes as products ensuring alignment with ITIL and enterprise standards; Drive process improvements through operational data analysis and stakeholder feedback; Prioritize requirements and manage the ServiceNow product backlog for Incident and Problem Management; Establish and monitor KPIs to guide continuous improvement; Facilitate cross-functional collaboration between operations and technical teams; Champion process adoption through training and change enablement.
Seniority
Mid-Senior, hands-on IC
