Digital Product Manager - ServiceNow HR Service Delivery

Trane Italia • Davidson, NC

11d • $90,900 - $164,675 • Hybrid

About The Position

Trane Technologies is seeking a strategic, collaborative, results-driven Digital Product Manager to lead the evolution of its ServiceNow HR Service Delivery (HRSD) platform as part of the Global HR Technology team. The role owns product vision, strategy, and roadmap to improve enterprise HR service delivery, employee and manager self-service, and HR operations. It connects HR, IT, and business stakeholders, translating business needs into scalable digital solutions and delivering value through case management, knowledge management, Employee Center, and AI-enabled capabilities.

The position leads product governance and demand management, measures performance and service outcomes, optimizes employee-facing digital experiences, and oversees delivery from discovery through launch. It also partners with administrators, development partners, and business stakeholders on releases and platform upgrades, explores AI and intelligent automation, and develops team members while advising HR leadership.

The work arrangement is onsite Monday through Thursday, with the option to choose a work location on Fridays based on work needs. The annual base salary range is $90,900 to $164,675, and the position is incentive eligible.

Requirements

• 3–5+ years of experience in digital product management, enterprise SaaS, or HR technology, with demonstrated ownership of product strategy and roadmaps.
• Strong functional knowledge of ServiceNow HRSD or a similar product, including Employee Center, HR Case Management, and Knowledge Management.
• Deep understanding of HR operations, shared services, and employee support processes.
• Ability to manage a product backlog, prioritize demands, and deliver enhancements using Agile or similar hybrid methodologies.
• Strong analytical skills and experience using KPIs, SLAs, and customer feedback to inform product decisions.
• Excellent communication and influencing skills, including the ability to translate complex business needs into clear, scalable solutions.
• Experience leading and developing team members.
• Proven experience driving cross-functional change.
• Familiarity with enterprise HR systems, preferably Workday, and an understanding of system integrations, data flows, and security.

Nice To Haves

• ServiceNow Certified Implementation Specialist (CIS), Certified System Administrator (CSA), or similar certification for a comparable product.
• Professional Scrum Product Owner (PSPO), Certified Scrum Product Owner (CSPO), or similar Agile/Scrum certification.
• Project Management Professional (PMP) certification.
• Prior exposure to, knowledge of, or experience implementing Workday Help.
• Familiarity with AI-enabled service delivery, intelligent automation, and digital employee experience optimization.

Responsibilities

• Define and execute the long-term vision, strategic roadmap, and product lifecycle for enterprise Case and Knowledge Management systems.
• Lead platform governance, demand management, and intake processes; prioritize the enhancement backlog based on business value, user experience, and strategic HR objectives.
• Establish and monitor KPIs and operational metrics using platform analytics and employee feedback to improve adoption, self-service effectiveness, and the product.
• Define and monitor performance standards, response targets, and service-level expectations for the system product team and Tier 1 support team.
• Own and optimize the ServiceNow Employee Center experience, including navigation, AI adoption, search, personalization, and accessibility.
• Establish regular reviews and partnerships with HR and business stakeholders to govern knowledge management and ensure content is high-quality, relevant, accurate, and accessible.
• Translate business requirements into scalable digital experiences and oversee delivery of case management workflows, self-service portals, and knowledge base structures from discovery through launch.
• Lead release planning with system administrators, IT development partners, and business stakeholders, including management of platform upgrade cycles.
• Explore emerging AI and intelligent automation capabilities to improve service delivery.
• Build relationships with global stakeholders, align and communicate priorities, and influence decisions in the interests of the company and employee experience.
• Lead, coach, and develop team members, fostering accountability, collaboration, and innovation.
• Serve as a trusted advisor to HR leadership.

Benefits

• Health insurance and holistic wellness programs with incentives, effective on day one for the employee and family.
• Fertility coverage and adoption/surrogacy assistance.
• Up to 15 vacation days, paid holidays, sick leave, and additional options supporting volunteer and parental leave.
• 401(k) match.
• Educational and training opportunities through company programs.
• Tuition assistance and student debt support.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed