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

ServiceNow•Santa Clara, CA

11d•$190,900 - $334,100

About The Position

ServiceNow is hiring a Sr. Staff Product Manager to own an AI-native IT service management product within its Service Operations portfolio. The role covers the product end to end, from understanding customer problems and setting strategy through launch criteria and production performance. The portfolio includes incident and major incident management, problem and root cause analysis, change, on-call, and Notify. The team is rebuilding these products with AI agents that can triage, correlate, and resolve operational issues, with the goal of Zero Service Outage. The role focuses on designing AI products for the complexity of real enterprise service operations data and environments, defining defensible quality standards for autonomous agents, and helping customers move from current experiences to AI-native ways of working. The product manager is expected to prototype, build evaluation tools, inspect agent execution logs, and use ServiceNow’s tooling directly. This is a senior position on a small team, with responsibility for coaching other product managers and guiding multiple teams through ambiguous development while maintaining a unified product vision.

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.
End-to-end ownership of an AI-native product and accountability for its quality bar.
Knowledge of enterprise-grade AI quality standards, guardrails, telemetry, and approaches to earning customer trust before granting an agent authority.
Working knowledge of IT service operations, including how incidents, changes, and on-call work 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 participate 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, including customer insights, market analysis, 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 lead and mentor 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, including incident and major incident management, change, problem and root cause analysis, CMDB, on-call, or AIOps.
Experience with agent evaluation, including evaluation-set design, LLM-as-judge, and reducing the gap between offline results and production behavior.
Hands-on prototyping and analysis using tooling, data, and logs.
Zero-to-one product experience where users, quality standards, and economics had to be established together.
Experience migrating a large installed base to a materially different product experience.
AI-native working habits and evidence of changing how a team works.
Familiarity with 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, build evaluation harnesses, and examine agent execution logs to investigate failures.
Define and uphold quality standards for autonomous agents in operational contexts, including what can be defensibly promised to customers.
Work with design partners across service desk, application and infrastructure support, DevOps and SRE, and major incident command; test against real incidents, changes, and root cause analyses and generalize findings for other customers.
Own outcome metrics such as time to resolve, change failure rate, and repeat incidents in partnership with Customer Success, and ensure appropriate instrumentation is in place.
Align with peer product managers and guide multiple teams through ambiguous product development while maintaining a unified vision.
Write product strategy, specifications, and analysis.
Coach other product managers and help the team adopt AI-native working practices.