ITSM/ITOM Lead Product Manager

Alliant Credit Union•Chicago, IL

3d•$92,600 - $144,100•Hybrid

About The Position

This role provides expert leadership across ITSM and ITOM processes, driving strategy, governance, and continuous improvement for CSDM, CMDB, ITAM, Change Management, Incident Management, and Problem Management. The position owns the design, maturity, and operational health of the CMDB and CSDM data model, ensuring configuration data is accurate, governed, and aligned to business services and technology assets. It also leads ITAM practices across hardware and software asset lifecycles, establishing controls for asset visibility, compliance, utilization, and audit readiness. The role oversees Change Management governance, including policy adherence, risk assessment, change review processes, stakeholder engagement, and measurement of change quality and effectiveness. Additionally, it drives Incident and Problem Management practices to improve service restoration, root cause analysis, trend identification, and prevention of recurring issues through durable corrective actions. The Lead Product Manager partners with engineering, operations, security, risk, audit, and business stakeholders to translate operational requirements into scalable processes, standards, and platform capabilities. They establish and monitor key service management metrics, controls, and reporting to measure process effectiveness, support leadership decision-making, and identify opportunities for automation and maturity advancement. Finally, the role ensures regulatory and compliance readiness by maintaining documented procedures, evidencing control execution, supporting audits, and embedding governance requirements into day-to-day service management operations.

Requirements

Minimum - 4 Years Bachelors Degree in Computer Sciences, Technology, Business or related
Minimum - 5 Years of Agile/Scrum Methodologies, Product Management or related
Minimum – 5 years of experience in IT Service Management and/or IT Operations Management, with hands-on expertise in ServiceNow and disciplines such as CMDB, CSDM, ITAM, Change Management, Incident Management, and Problem Management.

Nice To Haves

Experience with ServiceNow SAM Pro and HAM Pro
Participation in or leadership of a Change Advisory Board or similar change governance committee
Certifications such as ServiceNow certifications, CSDM Foundations, and ITIL

Responsibilities

Provide expert leadership across ITSM and ITOM processes, driving strategy, governance, and continuous improvement for CSDM, CMDB, ITAM, Change Management, Incident Management, and Problem Management.
Own the design, maturity, and operational health of the CMDB and CSDM data model, ensuring configuration data is accurate, governed, and aligned to business services and technology assets.
Lead ITAM practices across hardware and software asset lifecycles, establishing controls for asset visibility, compliance, utilization, and audit readiness.
Oversee Change Management governance, including policy adherence, risk assessment, change review processes, stakeholder engagement, and measurement of change quality and effectiveness.
Drive Incident and Problem Management practices to improve service restoration, root cause analysis, trend identification, and prevention of recurring issues through durable corrective actions.
Partner with engineering, operations, security, risk, audit, and business stakeholders to translate operational requirements into scalable processes, standards, and platform capabilities.
Establish and monitor key service management metrics, controls, and reporting to measure process effectiveness, support leadership decision-making, and identify opportunities for automation and maturity advancement.
Ensure regulatory and compliance readiness by maintaining documented procedures, evidencing control execution, supporting audits, and embedding governance requirements into day-to-day service management operations.