Full-Time Senior Manager, Product Management ITSM

We are seeking a visionary and strategic Senior Product Owner to lead the development and evolution of our ITSM Tooling.

The Senior Manager of Product Management ITSM will contribute to the Reliability & Performance team, owning the product strategy for the delivery of software systems used by the Direct-to-Consumer Technical Operations group.

This includes applications such as Service Management (ServiceNow), Partner Portal, Event Management/AIOps, monitoring, dashboards, and more.

As the Senior Manager, you will collaborate with cross-functional teams to deliver a platform that proactively identifies, diagnoses, and resolves anomalies, significantly reducing mean time to resolution (MTTR).

Responsibilities include:

• Define and articulate the product vision, goals, and roadmap for ITSM Tooling, ensuring alignment with company goals.
• Partner with internal teams to understand platform needs, pain points, and priorities, translating them into clear product requirements.
• Prioritize and oversee the development of features that enable real-time anomaly detection and automated incident resolution.
• Drive seamless integration of ITSM Tooling with existing and emerging tools.
• Leverage platform analytics and feedback loops to continuously refine requirements.
• Stay informed about industry trends, competitor offerings, and emerging AI/ML technologies.
• Act as the Product Owner in Agile ceremonies, creating and managing a clear and actionable product backlog.

Requirements:

• 8+ years of product management experience, with at least 2 years focused on AI/ML-driven platforms.
• Strong understanding of AI/ML concepts, data pipelines, and incident management tools.
• Familiarity with IT operations, monitoring systems, and event management platforms.
• Proven ability to lead cross-functional teams and manage competing priorities.
• Analytical mindset and focus on delivering innovative, user-centric solutions.
• Excellent verbal and written communication skills.
• Bachelor's degree in Computer Science, Engineering, Data Science, or a related field.

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