Sr. Staff Product Manager, AI-Native IT Service Management

ServiceNow•Santa Clara, CA

12d•$190,900 - $334,100

About The Position

Own an AI-native IT service management product within ServiceNow’s Service Operations portfolio, from defining customer problems and product quality to launch criteria and production performance. The role supports the portfolio’s strategy and ServiceNow’s growth, with the broader goal of Zero Service Outage. The position focuses on building AI-native products for real-world service operations, where fragmented and incomplete enterprise data, noisy alerts, and inconsistent conventions can affect agent performance. The product manager will define what autonomous agents can safely do, set quality standards and guardrails, and help customers transition from existing production workflows to AI-native experiences while earning their trust in automation. The role is hands-on: prototype interactions, build evaluation harnesses, analyze agent execution logs, and write strategy, specifications, and analysis. Work with design partners across service desk, application and infrastructure support, DevOps, SRE, and major incident command to learn from real incidents, changes, and root-cause analyses and develop solutions that generalize across customers. Own outcome metrics in partnership with Customer Success, align peer product managers and multiple teams around a unified vision, and coach other product managers.

Requirements

12+ years of software product management experience, including a track record of shipping complex enterprise products that customers value and that deliver meaningful business outcomes.
Have owned an AI-native product end to end and been accountable for its quality bar.
Working knowledge of enterprise-grade AI, including quality standards, guardrails, telemetry, and earning customer trust before granting agents real authority.
Working knowledge of IT service operations, including incidents, changes, and on-call processes, and why operations teams may be slow to trust automation.
Comfort with platform concepts such as workflow orchestration, workspace design, Flow Designer, and extensibility patterns; ability to engage in architecture discussions and make informed trade-offs.
Experience working with large enterprises with complex customizations, compliance requirements, and high expectations.
Experience defining and capturing product requirements, from customer insights and market analysis to user stories and roadmaps that align stakeholders and guide execution.
Strong curiosity about customer needs and a track record of building authentic customer relationships.
Ability to drive solution development through systems thinking and serve as a product lead and mentor to more junior team members.
Experience integrating AI into work processes, decision-making, or problem-solving, such as through AI-powered tools, workflow automation, or analysis of AI-driven insights.

Nice To Haves

Depth in IT service operations, such as incident and major incident, change, problem and RCA, CMDB, on-call, or AIOps.
Experience with agent evaluation, including evaluation-set design, LLM-as-judge, and addressing gaps between offline results and production behavior.
Hands-on prototyping and analysis using tools, data, and logs.
Zero-to-one experience in which users, quality standards, and economics had to be established together.
Experience migrating a large installed base to a materially different experience.
AI-native working habits and evidence of changing how a team works.
Familiarity with other enterprise workflow platforms such as Salesforce, Jira Service Management, Freshworks, and BMC.

Responsibilities

Own an AI-native ITSM product end to end, from customer problem through launch criteria and production performance.
Set product strategy for the Service Operations portfolio in support of ServiceNow’s growth toward $10B+ in revenue.
Prototype product interactions, establish evaluation harnesses, and analyze agent execution logs, including failed runs.
Define and uphold quality standards for autonomous agents in operational contexts, including what the product can defensibly promise.
Work with design partners across service desk, application and infrastructure support, DevOps, SRE, and major incident command; use their real incidents, changes, and RCAs to inform solutions that generalize to other customers.
Own outcome metrics such as time to resolve, change failure rate, and repeat incidents in partnership with Customer Success, and ensure instrumentation can measure product impact.
Align with peer product managers on priorities and guide multiple teams through ambiguous product development while maintaining a unified vision.
Write product strategy, specifications, and analysis.
Coach other product managers.