Senior Technical Product Manager, IT Service Management

This is a Fully Remote Job

About Our Client:

The organization operates in the health technology industry, focusing on wearable devices and connected applications that provide users with insights into their readiness, activity, and sleep quality. It addresses the challenge of helping individuals understand and improve their health through data-driven daily insights and practical recommendations. The company has achieved significant reach, supporting millions of users worldwide in adopting healthier lifestyles.

About the Opportunity:

The SENIOR TECHNICAL PRODUCT MANAGER, IT SERVICE MANAGEMENT, is responsible for leading the transition from a legacy IT service management platform to a modern, AI-native system. This role ensures seamless service delivery and enhances employee support by managing IT and employee service platforms across various departments. The position drives platform governance, knowledge management, AI integration, and compliance readiness while collaborating with engineers and vendors to deliver efficient, user-centered service solutions.

Responsibilities:

• Lead migration from legacy ITSM to AI-native platform, including design, integration, and cutover
• Design user-focused service requests, catalog items, and knowledge content to streamline support
• Manage the service management platform roadmap, backlog, and prioritization
• Govern service catalog and request fulfillment, promoting automation and identity governance
• Oversee knowledge management standards and governance for accuracy and accessibility
• Define AI agent operations within service management workflows and accuracy thresholds
• Develop onboarding models for employee service management across platforms
• Ensure platform compliance with audit requirements such as SOX, SOC 2, and HIPAA
• Perform hands-on configuration, integration, automation, and coordinate vendor partnerships

Requirements:

• Minimum 6 years experience in IT service management or related product roles
• Experience leading end-to-end ITSM or ESM tool implementations or migrations
• Strong understanding of ITSM frameworks (e.g., ITIL) and unbiased platform evaluation
• Proficiency with modern service management platforms and knowledge management
• Familiarity with AI-native ITSM tools or comparable platforms like Jira Service Management
• Working knowledge of ServiceNow administration and data workflows
• Experience with identity-integrated access-request and fulfillment processes
• Practical application of AI in service desk environments, including routing and resolution
• Technical expertise in REST APIs, webhooks, SSO, SCIM, JSON, and scripting languages
• Ability to prioritize and manage a platform serving multiple internal teams
• Empathy for users and commitment to simplifying service experiences
• Strong communication skills for technical and non-technical audiences
• Regular use of AI-assisted development tools with sound judgment

Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Benefits & Perks:

• Medical insurance
• Dental insurance
• 401(k)

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.