Director, Product Management - ServiceNow

- Direct the comprehensive strategy and roadmap for the ServiceNow platform across all modules and business units - Collaborate with management to outline the long-term vision for ServiceNow as an enterprise service management platform leveraging AI innovations - Assess emerging capabilities of ServiceNow to identify investments yielding the highest business value - Work with enterprise architecture and IT leaders to ensure platform decisions are in line with the overall technology strategy - Prepare business cases and obtain executive support for crucial platform projects and investments - Act as the chief product leader for ServiceNow across the enterprise, collaborating with stakeholders in various business functions - Comprehend the needs of enterprise users to formulate a cohesive platform strategy - Build trusting relationships with senior executives to gain insights into their operational challenges - Advocate for a shift towards unified service experiences across the organization - Balance differing demands from various business units while ensuring platform integrity and consistent user experience - Drive continuous enhancement of core ITSM functions, including incident, problem, change, and asset management - Streamline IT Helpdesk operations to improve resolution times and user satisfaction - Implement best practices for service management, including proactive monitoring and AI support - Establish and monitor service level metrics to showcase operational excellence - Lead the introduction of ServiceNow in HR Service Delivery, enhancing employee experiences - Design uniform service experiences across departments while acknowledging their distinct needs - Promote employee-focused design principles for easier access to support - Build, mentor, and guide a high-performing team of product managers and analysts - Create clarity on roles, priorities, and decision-making processes within the product organization - Cultivate a culture centered on data-driven decision-making and operational excellence - Develop talent and provide growth opportunities for team members at every level - Collaborate with engineering to set up governance structures for platform configurations - Work with technical teams to ensure platform performance and scalability - Manage stakeholder communication and oversee user acceptance testing and release management - Promote adoption of platform standards and best practices across the organization - Oversee the relationship with ServiceNow, influencing contract negotiations and executive reviews