Senior Staff Product Manager - AI-Native IT Service Management

Job Description

About the team 

Service Operations is where enterprises find out whether their technology actually works. An outage starts, someone gets paged, a bridge call spins up, and the first twenty minutes go to working out what broke rather than fixing it. 

Our team owns the products that close that gap: incident and major incident, problem and root cause, change, on-call, and Notify. The people using them go well beyond the service desk, from application, platform, infrastructure, and network teams to DevOps and SRE groups who get alerted around the clock and the major incident commanders pulling everyone onto one call. Thousands of the largest IT organizations run their operations on these products. We are rebuilding them AI-native, not AI-assisted, with agents that triage, correlate, and resolve, and with people moving from doing the work to directing it. Our goal is Zero Service Outage. 

About the role 

You will own a piece of that portfolio outright: what good looks like for it, who it is for, and whether we are honestly there yet. Zero Service Outage is the goal, and the work is making it true for the customers who run their operations on these products every day. 

The interesting part of this job is not the model. It is the environment it runs in. Service operations data is the messiest data in the enterprise: half-populated CMDBs, incident descriptions written in a hurry at 2am, alert noise from a dozen monitoring tools, and naming conventions that differ by region. An agent that triages perfectly against a clean eval set can behave very differently against a real customer’s incident stream, for reasons that have nothing to do with reasoning ability. Understanding why, and designing for it, is the job. 

We also carry an installed base. Customers run today’s experience in production, and moving them onto an AI-native one is not a UI refresh. It is a change to how their IT team works, who approves what, and what an operator trusts an agent to do unsupervised. You will be making calls about what we carry forward, what we leave behind, and what we have to earn the right to automate. 

How we work is changing as fast as what we build. Prototype instead of describing the idea. Put a working demo in front of people instead of a slide about a demo. Draft the spec, stand up a rough eval harness, pull your own data. ServiceNow invests in state-of-the-art tooling and expects you to use it. Product managers are better positioned than anyone to lead that shift, and part of this role is pulling the team around you into it. 

What you get to do in this role 

• 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. Hold the line on it with engineering and have the honest conversation about what we can defensibly promise. 

• Work with design partners across the teams that run on this: service desk, application and infrastructure support, DevOps and SRE, and major incident command. Build in their environment against their real incidents, changes, and RCAs, then turn what you learn into something that generalizes to the next thousand customers. 

• Own your outcome metrics, such as time to resolve, change failure rate, and repeat incidents, in partnership with Customer Success, and make sure the instrumentation exists to show whether what you shipped moved them. 

• Align with peer product managers so the team is working on the right things at the right time and guide multiple teams through ambiguous product development without losing sight of the unified vision. 

• Write the strategy, the specs, and the analysis yourself. 

• Coach other product managers. This is a senior role on a small team, and how you raise the people around you counts as much as what you ship. 

Qualifications

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. The ownership is what matters, not the years. 

• 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. You know these domains well enough to identify what should change fundamentally, not just incrementally. 

• Comfortable with platform concepts such as workflow orchestration, workspace design, Flow Designer, and extensibility patterns. You can engage in architecture discussions and make informed trade-offs. 

• Experience working with large enterprises that have complex customizations, compliance requirements, and high expectations. 

• Experience defining and capturing product requirements, from customer insights and market analysis to detailed user stories and product roadmaps that align stakeholders and guide execution. 

• Deep curiosity about customer needs and a track record of building authentic customer relationships. 

• Ability to drive solution development through systems thinking and to serve as a product lead and mentor for more junior team members. 

• Experience integrating AI into work processes, decision-making, or problem-solving, whether through AI-powered tools, workflow automation, or analysis of AI-driven insights. 

Preferred qualifications 

• Depth in IT service operations: incident and major incident, change, problem and RCA, CMDB, on-call, or AIOps. You have been on the bridge call, or close enough to know how the first thirty minutes go. 

• Agent evaluation: eval set design, LLM-as-judge, and closing the gap between offline results and production behavior. 

• Hands-on prototyping and analysis. You work in the tooling, the data, and the logs rather than describing them. 

• Zero-to-one experience, where the users, the quality bar, and the economics all had to be worked out at once. 

• Experience migrating a large installed base onto a materially different experience. 

• AI-native working habits that are already default, and evidence that you have changed how a team around you works. 

• Familiarity with other enterprise workflow platforms such as Salesforce, Jira Service Management, Freshworks, and BMC. 

For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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