Senior Technical Product Manager, IT Service Management

Role overview This senior product role owns internal service-management platforms and the employee experience of getting support. The initial focus is migrating from a legacy IT service tool to a modern platform, then establishing a repeatable approach for HR, Finance, Legal, Security, and other teams to offer employee services. The work blends product strategy with hands-on configuration, integrations, automation, and governance, including decisions about where AI agents can help safely.

Responsibilities - Lead an end-to-end ITSM migration, covering data models, workflows, catalog design, integrations, cutover, and retirement of the old system while protecting service quality. - Maintain a transparent platform roadmap, intake process, backlog, and prioritization approach across service teams. - Design employee-centred requests, service catalogs, and knowledge structures, using feedback and service data to remove friction. - Govern request fulfillment and move suitable processes from manual handling toward automated, identity-aware fulfillment. - Define knowledge standards and AI-agent boundaries, including what agents can resolve, when they must route to a person, and how accuracy is measured. - Establish an onboarding model for non-IT teams and keep change, incident, and access workflows audit-ready; work directly with engineers and vendors on configuration and integrations.

Requirements - At least six years in IT service management, service platforms, or internal-tools product work. - Led at least one ITSM or ESM implementation or migration through launch. - Strong grounding in ITSM practices and hands-on experience configuring service catalogs, workflows, service levels, knowledge, and reporting. - Familiarity with modern service-management products and practical knowledge of legacy platform data models, workflows, and administration. - Experience with access-request and fulfillment workflows integrated with identity systems. - Technical fluency with APIs, webhooks, SSO, SCIM, JSON, and AI or agent integrations; able to make and explain design choices with engineers.

Nice to have - Identity governance, asset or configuration data modelling, and knowledge-program experience, including governed content for AI retrieval. - ESM work with sensitive employee data, audit controls, integration-platform tools, or distributed US and EMEA teams; ITIL 4 certification.

Benefits and work setup Remote role based in the United States. Listed benefits include salary and equity, health, dental and vision coverage, mental-health resources, paid time off and holidays, flexible wellness days, and paid sick and parental leave. Compensation varies by US location; listed regional ranges are $117,000–$169,000.