Overview

 Senior Manager, ServiceNow Product Lead – Woodland Hills, 91367, United States of America 

How we LEAD:

The Senior Manager, ServiceNow Product & Service owns the Product Team’s portfolio of ServiceNow domains and is accountable for stakeholder relationships, prioritisation, and value delivery to internal customers. The role leads demand shaping, roadmap cadence, and outcomes-based reporting across domains (e.g., ITSM/Knowledge, HRSD/custom apps, CMDB, catalogue requests, access workflows, and asset-related capabilities) while ensuring alignment to platform guardrails and release cadence. Working within a globally distributed ServiceNow organisation, the role drives predictable delivery, adoption, and continuous improvement across multiple time zones.

How we CREATE:

  • Own overall stakeholder relationships, prioritization, and domain roadmaps across the Product Team portfolio

  • Run intake, demand shaping, and roadmap cadence; translate requests into outcomes, epics, and acceptance criteria

  • Drive cross-domain dependency management and alignment with platform guardrails and release windows

  • Own vulnerability management workflow outcomes and reporting with Security and IT partners

  • Own value measurement and reporting (KPIs, adoption, service outcomes) and drive continuous improvement

  • Lead escalation management, communications, and change enablement for Product-delivered capabilities

  • Partner effectively with a global ServiceNow team across multiple time zones (Sydney, Los Angeles, London, India) 

Bring your VIBE:

  • Executive-level stakeholder management; able to influence priorities and outcomes across IT and business units

  • Strong product/service ownership mindset; prioritize based on value, risk, and capacity with disciplined governance

  • Ability to run structured intake, roadmap planning, and delivery cadences to ensure predictable outcomes

  • Strong communication skills; translate technical constraints and trade-offs into business-relevant decisions

  • Ability to operate effectively in a global, multi-timezone team with clear coordination and handoffs

  • Working knowledge of ITSM/ITIL concepts and modern delivery practices (Agile/Lean) with pragmatic application 

  • 8+ years in service management, enterprise platforms, or technology product/service delivery environments

  • 3+ years in a senior role owning roadmaps, prioritization, and stakeholder outcomes for enterprise capabilities

  • Experience managing portfolios across multiple domains/modules with competing priorities and dependencies

  • Experience defining and measuring KPIs and value outcomes (adoption, service performance, delivery predictability)

  • Experience partnering with Security/IT stakeholders on vulnerability process outcomes and reporting

  • Experience working with globally distributed teams across multiple time zonesServiceNow knowledge across key modules and platform concepts (ITSM, Catalog, Knowledge, CMDB/ITOM concepts, integrations) 

 

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