Principal Product Manager, IT Service Management

Principal Product Manager, IT Service Management

Your work days are brighter here.

We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

About The Team

At Workday, the IT Service Management and Operations team is the cornerstone of our business operations and is responsible for defining, developing, and maintaining critical capabilities enabling all information technology and business teams to deliver outstanding services to Workday teams and customers. This team owns ITSM and IT SDLC related services and spearheads effective agile development and resilient IT Operations.

You will be joining a highly skilled and innovative team that is striving to improve efficiency by streamlining processes and developing more intuitive and scalable solutions.

About The Role

As a Principal Product Manager, IT Service Management for ServiceNow, you will be instrumental in shaping the business user experience and increasing platform adoption across the organization. You will collaborate with Workday business leaders to identify operational challenges and develop scalable solutions that promote operational excellence. When new opportunities and initiatives arise, you will be crucial in connecting the various project elements and ensuring that the intended benefits are achieved. Your key responsibilities will include:

• Serve as a strategic advisor and partner to business stakeholders to identify challenges and opportunities for operational excellence.
• Define and align goals for ITSM transformation and drive platform adoption across the enterprise.
• Identify new areas of opportunity within the enterprise for ServiceNow utilization, including the adoption of new modules, custom applications, and process automation.
• Lead end-to-end business analysis from discovery workshops to detailed requirements, focusing on delivering measurable business value through the platform.
• Develop and maintain a strategic ServiceNow product roadmap, aligning with business needs, user experience, and enterprise IT strategy.
• Work closely with technical teams to translate business requirements into technical solutions, ensuring alignment with best practices and platform capabilities.
• Build and manage a pipeline of enhancements and features, prioritizing based on business impact, usability, and technical feasibility.
• Collaborate with global teams to design and implement scalable processes using KPIs, SLAs, process flow optimization, and continuous improvement principles.
• Facilitate business leader and stakeholder-level discussions to build consensus, communicate progress, and demonstrate ROI.
• Lead initiatives related to process reengineering, integration of third-party tools (like PagerDuty), and solution governance.
• Own the delivery of training material, user guides, and knowledge articles to enable widespread user adoption and self-service enablement.
• Stay current with ServiceNow and industry trends, applying innovation and emerging practices to enhance business value.

About You

Basic Qualifications

• Minimum 12+ years of experience in the design, implementation and support of the ServiceNow platform across multiple lines of business, including experience in ITSM and ITIL practices.
• Proven record of driving platform adoption leveraging a proactive user-centric approach.
• Extensive experience with full life cycle development for ServiceNow customizations including requirements gathering, design, development, testing, deployment, and documentation.
• ITIL Foundation Certification
• Bachelor's degree in Computer Science, Information Systems, or related discipline or equivalent professional experience.

Other Qualifications

• Strong understanding of ITSM principals and experience building processes from the ground up
• Proven records of designing service management processes for business departments such as HR, Finance, Facilities, etc.
• Excellent organizational, collaboration, presentation, and interpersonal skills
• Demonstrated experience leading and successfully delivering cross-functional projects
• Demonstrated experience managing competing priorities and stakeholder expectations
• Ability to work independently and proactively in a fast-paced, dynamic environment
• Strong analytical and problem-solving skills
• Strong focus on delivering exceptional user experiences through technology
• Good to have ServiceNow Admin Certification and additional ServiceNow certifications (e.g., ITSM, App Engine, SPM or Platform Developer) are a plus.

Our Approach to Flexible Work

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office per week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Key skills/competency

• ServiceNow
• ITSM
• ITIL Practices
• Product Management
• Platform Adoption
• Business Analysis
• Process Improvement
• Stakeholder Management
• Roadmap Development
• Solution Governance