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 that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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 [email protected] 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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