Sr Staff Outbound Product Manager - job 1 of 2

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Are you passionate about product management and relentless when it comes to delivering great outcomes for your customers? Do you sweat the details and thrive in a fast-paced, innovative environment? We are looking for an experienced Product Manager to join our Product and Service management team to focus on the Service Resilience portfolio (Includes Modern Change Management, DevOps, Release Mgmt, and end-to-end Service Mgmt) within IT Service management.

About the Role: We are seeking an experienced Outbound Product Manager (OPM) to drive the market success of our ServiceNow solutions. As an OPM, you will bridge the gap between product development and go-to-market (GTM) execution, ensuring our offerings align with customer needs, market trends, and competitive positioning. You will work closely with sales, marketing, partners, and customers to drive adoption, awareness, and revenue growth.

Key Responsibilities:

• Product Strategy and Roadmap: Co-develop product roadmap and prioritization for ITSM solutions with Inbound Product Manager to meet market demands and organizational objectives.
• Market Analysis: Partner with Inbound PM to conduct market research to identify trends, and customer needs, informing product development and positioning.
• Stakeholder Collaboration: Work closely with Inbound PM and extended stakeholders, including engineering , operations, sales, marketing, partners, and customers, to design and implement ITSM tools that proactively identify, diagnose, and resolve service anomalies, thereby reducing mean time to resolution (MTTR). 
• Customer Engagement and Demos: 
  • Drive executive sessions for demos and roadmaps to paint the Service Resilience vision with key customer executives
  • Act as the voice of the customer, ensuring that product development aligns with user needs and delivers exceptional experiences. 
  • Engage with customers to gather feedback and drive continuous improvement.
• Innovation and Improvement: Drive innovation by integrating advanced technologies, such as AI and machine learning, into ITSM products to enhance service resilience and operational efficiency. 
• Performance Monitoring: Define key performance indicators (KPIs) to monitor product performance and service resilience, using data-driven insights to inform decision-making and product enhancements.
• Customer Feedback, prioritization:
  • Ability to synthesize customer feedback into well-defined product capabilities 
  • Work with IPM to manage feature backlog
• Releases and adoption of specific content creation: Create compelling content that ties technical features to business outcomes
• Product Discovery: responsible for product discovery with Inbound PM, ensuring the team builds the right product for the right users. This involves
  • Researching customer needs
  • Validating ideas through user feedback
  • Collaborating with design and engineering to test solutions before development.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• Experience: 
  • A minimum of 10 years in product management, with a focus on ITSM. Experience in developing GenerativeAI/Agentic platforms is highly desirable. 
  • Nice-to-know: core ITIL processes such as incident, change management 
• Educational Background: Bachelor’s degree in Computer Science, Engineering, or a related field. A Master’s degree or relevant certifications are advantageous.
• Technical Proficiency: Strong understanding of ITSM frameworks, service resilience strategies, and AI/ML concepts (including GenAI and Agentic AI). Ability to translate complex technical concepts into user-friendly solutions.
• Analytical Skills: Proven ability to analyze market trends, customer feedback, and performance data to drive product development and improvement.
• Communication and Leadership: Excellent verbal and written communication skills, with the ability to lead cross-functional teams and manage stakeholder relationships effectively.
• Adaptability: Demonstrated ability to navigate ambiguous situations, adjust priorities based on evolving business needs, and drive forward-thinking solutions.

This role offers the opportunity to significantly impact the resilience and efficiency of IT services within the EMEA region, contributing to the organization's success in delivering reliable and innovative ITSM solutions.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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