Senior Product Manager, Enterprise Service Management
Core
Own the multi-year roadmap for core ITSM business operations (Change, Release, Incident, Problem Management) and build a modern, agile product operating model for Salesforce's internal IT.
Role type
Senior Product Manager, Enterprise Service Management
Builds
Internal ITSM product capabilities (Service Catalog, CMDB, App360X) and agentic use cases using Agentforce and Data Cloud.
Domain
Enterprise IT Service Management (ITSM) / Salesforce Platform / AI Agents
Deliverable
production ML models | product features
Required skills
ITIL frameworks, DevOps, CI/CD, Infrastructure as Code, CMDB design, Salesforce Platform (Service Cloud, Flow), agentic capabilities/AI workflows, SOX compliance, secure software development lifecycles
Preferred skills
Data Cloud, SRE principles, Tableau dashboards, internal platform role experience, ITSM tooling migrations
Technologies
Salesforce Platform, Agentforce, Data Cloud, Tableau, App360X
Responsibilities
Define and execute 12–18 month product roadmap for core ITSM capabilities; Lead transition from traditional ITIL to modern agile/DevOps model; Plan and deploy agentic use cases to automate pipeline gating; Partner with Service Desk and Asset Management PMs to unify enterprise service delivery; Serve as Customer 0 to validate platform capabilities; Lead conceptual framework for business capability mapping; Establish Service Health Scorecards and Tableau dashboards; Manage product backlog using Agile/Scrum.
Seniority
Senior, hands-on IC
