Sr. Staff Inbound Product Manager, ITSM

About This Role

Lead product strategy and drive solution development for the ITSM Service Resilience team, focusing on modern change management, DevOps, and Digital Product Release to ensure service reliability and business outcomes. This role involves integrating AI, automation, and collaboration to build the future of service operations for enterprise customers.

Responsibilities

• Lead product strategy for growth to $10B+ in revenue
• Communicate product priorities and build consensus
• Assume leadership responsibilities as an accountable owner committed to outcome regardless of role or organizational boundaries
• Work with multiple teams to guide projects through development and bring high-quality products to life
• Integrate usability studies, research and market analysis into product requirements to enhance user satisfaction
• Communicate complex problems into easily understood requirements and provide solutions
• Develop multi-mode communications that convey a clear understanding of the needs of different audiences
• Lead efforts across different groups of team members, along with the ability to influence inside and outside of your team

Requirements

• 10+ years of software product management experience
• Experience in leveraging or critical thinking about how to integrate AI into work processes, decision-making, or problem-solving
• ITSM Fundamentals: Solid grasp of ITSM such as major incident management or problem management or on-call, particularly ServiceDesk and Fulfiller personas
• Technical fluency with platform mindset, workspace, flow designer, etc.
• Enterprise customer sensitivity – experience working with large enterprises with complex customizations and high expectations
• Metrics Orientation: ability to define and track success metrics
• Strong prioritization skills and the discipline to focus on high impact activities
• Experience defining and capturing product requirements and transforming them into a product roadmap
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
• Ability to serve as a team lead and coach employees at lower levels
• Working with scrum teams including epic/story detailing
• Prioritization and road mapping

Qualifications

• 10+ years of software product management experience.

Skills

* Required skills

Benefits