Senior Technical Product Manager, IT Service Management

Description

The company's ring and connected app help a global community understand their readiness, activity, and sleep quality, with daily insights and practical steps toward healthier habits. They have helped millions of people so far.

The company is growing quickly and wants every team member to have what they need to do strong work, wherever they are based.

The team is hiring a hands-on Senior Technical Product Manager to own the IT service management (ITSM) and employee service management (ESM) platforms. You will lead the move from a legacy ITSM tool to a modern, AI-native platform, then extend service management to HR, Finance, Legal, and Security on whichever platform or platforms suit each team.

You will know ITSM theory well, judge tools on evidence rather than vendor loyalty, and be ready to configure, integrate, and ship. Most of all, you will care about the people making requests and make getting help simple.

Responsibilities

• Plan and run the migration off the legacy ITSM platform, covering data model, workflows, catalog design, integrations, cutover, and decommissioning, without lowering service levels or employee satisfaction.
• Design requests, catalog items, and knowledge from the employee's point of view, and use feedback and service data to keep removing friction.
• Manage the platform as a product with one roadmap and backlog, clear intake, and prioritization criteria that every service team can follow and trust.
• Govern the service catalog by deciding what is added, changed, or retired, and move requests from manual work toward automated, identity-governed fulfillment.
• Own the knowledge management standards, structure, and governance that keep content accurate and easy to find for people and AI agents, while each team keeps ownership of its own content.
• Set how AI agents operate in service management: which requests they resolve, which go to a person, and the accuracy thresholds and guardrails for each.
• Build a repeatable onboarding model for ESM so non-IT teams get a consistent service experience on whichever platform suits them, covering intake, catalog, workflows, knowledge, reporting, and access controls.
• Design change, incident, and access workflows that keep the platform audit-ready and produce the evidence that SOX, SOC 2, and HIPAA controls require.
• Work hands-on in the platform and with engineers on configuration, integrations, and automation, and lead vendor and partner work where needed.

Requirements

• Have 6+ years in IT service management, service platform, or internal-tools product roles.
• Have led at least one ITSM or ESM tool implementation or migration through go-live.
• Understand ITSM concepts and practices, such as ITIL or an equivalent, and assess platforms on their merits rather than favoring one vendor.
• Have hands-on depth with a modern service management platform, including service catalog, workflow and SLA setup, knowledge management, and reporting.
• Have experience with an AI-native ITSM platform such as Atomicwork or Serval, or with Jira Service Management, Freshservice, or similar.
• Know ServiceNow well enough to work with its data model, workflows, and administration, and to pull data and configuration out of it.
• Have designed access-request and fulfillment workflows integrated with an identity provider or identity governance platform.
• Have applied AI in a service desk, including knowledge grounding, intent classification and routing, automated resolution, accuracy evaluation, guardrails, and human handoff.
• Have the technical depth to make and defend design calls with engineers, including REST APIs, webhooks, SSO and SCIM, JSON data models, LLM and agent integrations such as MCP and tool calling, and scripting in Python or JavaScript.
• Have run a platform as a product for several internal customer teams, balancing competing demand.
• Care about the people you serve, with a record of simplifying service experiences and removing friction for employees.
• Communicate clearly in writing and in person, including explaining platform trade-offs to service owners outside IT.
• Use AI assistants, agents, and AI-assisted build tools such as Claude, Claude Code, or Cursor daily to ship scripts, reports, and prototypes, and judge when to verify output and when AI is the wrong tool.
• Have experience with identity governance, including birthright and role-based access models.
• Have CMDB or asset-management data modeling experience, including device lifecycle integrations.
• Have knowledge management program experience covering controlled vocabularies, taxonomy, metadata standards, content governance, and ongoing stewardship, plus grounding AI agents in governed knowledge with source citation through retrieval-augmented generation (RAG) design beyond vendor defaults.
• Have ESM experience with non-IT teams such as HR, Facilities, or Legal, including handling sensitive employee data.
• Have SOX ITGC experience at a pre-IPO or public company.
• Are familiar with iPaaS tools such as Workato.
• Have supported distributed teams across US and EMEA time zones.
• Hold ITIL 4 certification.

Conditions

This is a remote role based in the US.

Pay is market-based and can differ by location. US locations are grouped into tiers using a cost of labor index. Most offers land closer to the starting range, while final pay depends on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. The ranges may change.

Region 1 pays $143,000 - $169,000, Region 2 pays $130,000 - $153,000, and Region 3 pays $117,000 - $138,000. A recruiter will confirm your region from your US location.

Candidates residing in Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), or Wisconsin (WI) are not being considered.

The company is an equal opportunity employer and does not discriminate on any basis protected by federal, state, or local law.

Benefits

• Competitive salary and equity.
• Health, dental, and vision insurance, plus mental health resources.
• A personal ring from the company, plus employee discounts for friends and family.
• 20 days of paid time off, 13 paid holidays, and 8 days of flexible wellness time off.
• Paid sick leave and parental leave.