Senior Manager, ServiceNow Product Lead
On-siteWoodland Hills, California, United States
Job Summary
Manage the ServiceNow Product Team's portfolio of domains, including ITSM, HRSD, CMDB, and asset capabilities, by owning stakeholder relationships, demand shaping, and roadmap cadence. Translate intake requests into outcomes, epics, and acceptance criteria while driving cross-domain dependency management and alignment with platform guardrails and release windows. Lead vulnerability management workflows, value measurement reporting, and continuous improvement across multiple time zones with global partners in Sydney, Los Angeles, London, and India. Operate within a globally distributed organization to ensure predictable delivery, adoption, and service outcomes.
Required Qualifications
- Executive-level stakeholder management
- Able to influence priorities and outcomes across IT and business units
- Strong product/service ownership mindset
- Prioritize based on value, risk, and capacity with disciplined governance
- Ability to run structured intake, roadmap planning, and delivery cadences to ensure predictable outcomes
- Strong communication skills
- Ability to translate technical constraints and trade-offs into business-relevant decisions
- Ability to operate effectively in a global, multi-timezone team with clear coordination and handoffs
- Working knowledge of ITSM/ITIL concepts and modern delivery practices (Agile/Lean) with pragmatic application
- 8+ years in service management, enterprise platforms, or technology product/service delivery environments
- 3+ years in a senior role owning roadmaps, prioritization, and stakeholder outcomes for enterprise capabilities
- Experience managing portfolios across multiple domains/modules with competing priorities and dependencies
- Experience defining and measuring KPIs and value outcomes (adoption, service performance, delivery predictability)
- Experience partnering with Security/IT stakeholders on vulnerability process outcomes and reporting
- Experience working with globally distributed teams across multiple time zones
- ServiceNow knowledge across key modules and platform concepts (ITSM, Catalog, Knowledge, CMDB/ITOM concepts, integrations)
- Must be able to travel internationally
- Must be willing to work weekends and holidays
Desired Qualifications
- Experience with ServiceNow ITSM, Catalog, Knowledge, CMDB, and ITOM modules
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