Sr Mgr, Outbound Product Mgmt - ITSM BU

Company Description

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.

Job Description

The Team: 

ServiceNow’s IT Service Management (ITSM) Business Unit creates products and solutions that enable organizations to modernize, automate, and accelerate their IT workflows and practices.  We are the leading intelligent service management platform helping organizations deliver great employee experiences, enhance fulfiller performance while ensuring service resilience. 

Our product teams are organized into PoDs where Outbound and Inbound PMs work closely with our Product Success, Expert Services, Product Marketing, Research, Design and Engineering in a truly cross-functional team.  We are looking for a Sr. Manager to function as both a people manager and a POD team member in the Intelligent Automation (GenAI) PoD. 

Mission: 

As a Senior Staff Outbound Product Manager, your strategic insights will not only shape our product's trajectory but also empower our sales teams and captivate our customers. You will stand at the vanguard, articulating the voice of the customer and steering our product evolution with compelling narratives and active engagement. 

This is your chance to influence the crafting of features and experiences that define our next-generation IT and mobile offerings. Your technical savvy, empathy for customers, and substantial experience with the ServiceNow platform will be critical as you collaborate intimately with sales, solution consulting, and engineering teams, concentrating on ServiceNow functionalities to heighten our customers' connection to their digital environment. 

Responsibilities: 

• Executive Presence & Communication: As an OPM leader in the IDC region you will meet with customers, present at Executive Briefings and help articulate the vision, strategy and execution of the ITSM portfolio. 

• People leadership: As a senior manager you will supervise and develop OPM talent on your team which will grow as our business expands in the great APAC region. 

• Strategic Influence: Shape our product roadmap with insights from sales and customer interactions. 

• Sales and Marketing Alliance: Equip sales teams with insights and materials, and champion our product suite through direct engagement and industry events. 

• Customer-Centric Vision: Channel the customer's voice into product development for maximum impact and alignment with user needs. 

• Market Insight: Investigate market trends to inform product strategies, using tools to enhance sales and product usability. 

Growth Path: 

• Site and team leadership: Ongoing opportunities to grow the OPM team in region and expand coaching and managing experience.  Establish yourself as an influential leader of ITSM in the region. 

• Continuous Evolution: Receive ongoing training and support to keep pace with product features and market dynamics. 

• Impactful Analytics: Utilize data to shape product direction, remaining closely connected with customer feedback. 

• Relentless Innovation: Partner with customers and stakeholders in co-development efforts to refine product requirements. 

• Team Victory: Foster a culture of success and collaboration, playing a key role in aligning cross-functional teams. 

Qualifications

• Experience: You bring 5+ years of experience directly managing people and 8+ years as a Product Manager, Product Owner, Consultant, or Analyst within a software product company.  

• Customer Engagement: You have a history in a B2B client-facing role, presenting product and business strategy content to senior technology leaders. 

• ITSM Expertise: A deep understanding of IT Service Management is preferred but commensurate experience in similar markets working with SaaS enterprise solutions is also acceptable. 

• AI Expertise: You have a solid understanding of general AI concepts, Generative AI in particular.   Experience working with Large Language Models (LLMs) to deliver customer-valued use cases is strongly desired. 

• Entrepreneurial Spirit: As a manager you must be able to support your team, delegate work to others and pull pieces of work together to drive an outcome.  As a member of a POD, you must also know when you need to roll up your sleeves and do the work yourself as we continue to innovate quickly. 

• Strategic Decision-Making: You excel in balancing the possible with the desirable, taking into account technical feasibility and strategic goals. 

• Adaptability and Learning: You think strategically, learn quickly, and communicate impactfully. 

• Collaborative Spirit: You enjoy and excel in a highly collaborative environment. 

Additional Information

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 talent.acquisition@servicenow.com 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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