Senior Manager, ServiceNow Product Lead

Universal Music•Woodland Hills, CA

About The Position

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. How we LEAD: The Senior Manager, ServiceNow Product & Service owns the Product Team’s portfolio of ServiceNow domains and is accountable for stakeholder relationships, prioritisation, and value delivery to internal customers. The role leads demand shaping, roadmap cadence, and outcomes-based reporting across domains (e.g., ITSM/Knowledge, HRSD/custom apps, CMDB, catalogue requests, access workflows, and asset-related capabilities) while ensuring alignment to platform guardrails and release cadence. Working within a globally distributed ServiceNow organisation, the role drives predictable delivery, adoption, and continuous improvement across multiple time zones.

Requirements

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; 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)

Responsibilities

Own overall stakeholder relationships, prioritization, and domain roadmaps across the Product Team portfolio
Run intake, demand shaping, and roadmap cadence; translate requests into outcomes, epics, and acceptance criteria
Drive cross-domain dependency management and alignment with platform guardrails and release windows
Own vulnerability management workflow outcomes and reporting with Security and IT partners
Own value measurement and reporting (KPIs, adoption, service outcomes) and drive continuous improvement
Lead escalation management, communications, and change enablement for Product-delivered capabilities
Partner effectively with a global ServiceNow team across multiple time zones (Sydney, Los Angeles, London, India)

Benefits

Comprehensive medical, dental, and vision coverage
100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance
Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent