Sr. Staff Product Manager, AI-Native IT Service Management

About the team  Service Operations is where enterprises find out whether their technology actually works. An outage starts, someone gets paged, a bridge call spins up, and the first twenty minutes go to working out what broke rather than fixing it.  Our team owns the products that close that gap: incident and major incident, problem and root cause, change, on-call, and Notify. The people using them go well beyond the service desk, from application, platform, infrastructure, and network teams to DevOps and SRE groups who get alerted around the clock and the major incident commanders pulling everyone onto one call. Thousands of the largest IT organizations run their operations on these products. We are rebuilding them AI-native, not AI-assisted, with agents that triage, correlate, and resolve, and with people moving from doing the work to directing it. Our goal is Zero Service Outage.  About the role  You will own a piece of that portfolio outright: what good looks like for it, who it is for, and whether we are honestly there yet. Zero Service Outage is the goal, and the work is making it true for the customers who run their operations on these products every day.  The interesting part of this job is not the model. It is the environment it runs in. Service operations data is the messiest data in the enterprise: half-populated CMDBs, incident descriptions written in a hurry at 2am, alert noise from a dozen monitoring tools, and naming conventions that differ by region. An agent that triages perfectly against a clean eval set can behave very differently against a real customer’s incident stream, for reasons that have nothing to do with reasoning ability. Understanding why, and designing for it, is the job.  We also carry an installed base. Customers run today’s experience in production, and moving them onto an AI-native one is not a UI refresh. It is a change to how their IT team works, who approves what, and what an operator trusts an agent to do unsupervised. You will be making calls about what we carry forward, what we leave behind, and what we have to earn the right to automate.  How we work is changing as fast as what we build. Prototype instead of describing the idea. Put a working demo in front of people instead of a slide about a demo. Draft the spec, stand up a rough eval harness, pull your own data. ServiceNow invests in state-of-the-art tooling and expects you to use it. Product managers are better positioned than anyone to lead that shift, and part of this role is pulling the team around you into it.  What you get to do in this role  • Own an AI-native ITSM product end to end, from the customer problem through launch criteria to how it performs in production.  • Set product strategy for the Service Operations portfolio that supports ServiceNow’s growth toward $10B+ in revenue.  • Build, not just specify. Prototype the interaction, stand up the eval harness, and get into the agent execution logs to understand what happened on the runs that failed.  • Define what good means for an autonomous agent in an operational context where the cost of a wrong action is a second outage. Hold the line on it with engineering and have the honest conversation about what we can defensibly promise.  • Work with design partners across the teams that run on this: service desk, application and infrastructure support, DevOps and SRE, and major incident command. Build in their environment against their real incidents, changes, and RCAs, then turn what you learn into something that generalizes to the next thousand customers.  • Own your outcome metrics, such as time to resolve, change failure rate, and repeat incidents, in partnership with Customer Success, and make sure the instrumentation exists to show whether what you shipped moved them.