Senior Manager, Business Product Management

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

About the Role: 

We are seeking a highly experienced and visionary Senior Manager for our Customer Support and Services (CSS) Business Product Management team. This role is pivotal in driving the strategy, development, and implementation of technology tooling, services and solutions to assist our organization’s initiatives in case deflection, reduction, employee efficiency and revenue protection. The successful candidate will guide a team of business product managers and work cross-functionally with engineering and leadership to ensure the delivery of cutting-edge technologies that enhance our products and services. 

What you get to do in this role:

1. Strategic Leadership: 

• Co-develop and drive execution of the strategic vision for support capabilities, services and solutions in alignment with the company's overall strategy and the needs of CSS that will drive value to our internal stakeholders. 
• Collaborate with senior leadership to identify opportunities for integration across various business units. 

2. Team Management: 

• Guide, mentor, and grow a high-performing team of business product managers 
• Foster a collaborative and innovative team environment that encourages continuous learning and improvement. 

3. Development and Maintenance: 

• Oversee the design, development, and deployment of scalable capabilities, services and solutions. 
• Ensure the reliability, security, and performance of capabilities, services and solutions, enabling seamless integration with existing systems. 

4. Project Management: 

• Manage multiple projects, ensuring they are delivered on time, within scope, and within budget. 
• Establish clear project goals, timelines, and deliverables, while effectively communicating progress to stakeholders. 

5.Innovation and Implementation: 

• Stay abreast of the latest advancements in AI technologies, CSM and ITSM methodologies. 
• Drive the adoption of best practices across the organization. 
• Implement solutions that drive business value and enhance customer experiences. 

6.Stakeholder Engagement: 

• Partner with cross-functional teams to understand their needs and develop tailored solutions. 
• Present strategies and project updates to executive leadership and key stakeholders. 

7.Governance and Compliance: 

• Ensure all initiatives comply with relevant data privacy regulations and ethical standards. 

Qualifications

To be successful in this role you have:

Required Qualifications:

• 10+ years of overall experience, 1-3+ years in technology leadership roles, with in product management. 
• Experience managing a distributed team. 
• Ability to serve as a team lead and coach employees at lower levels. 
• Experience building new products that use challenging algorithms. 
• Experience in delivering highly scalable services in the enterprise world. 
• Strong knowledge of core AI/ML techniques and algorithms. 
• Bias for Action even in ambiguous net new contexts. 
• Exceptional verbal and written communication skills with a collaborative and engaging approach. 
• Ability to interface effectively with customers and diverse roles across all organizational levels. 
• Analytical and data-oriented mindset to solve complex business problems and recommend continuous improvement initiatives. 
• Technical Skills: Experience with ServiceNow's core modules, including ITSM, ITOM, CSM, or others is highly desirable.  

JV20

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!

For positions in this location, we offer a base pay of $187,600 - $328,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note th