Job Summary

Grade Level (for internal use): 12

The Service Enablement team delivers the products and platforms that raise the quality of service delivery across the entire organization. At the heart of this ecosystem sits ServiceNow powering HR Service Delivery, Service Catalog, IT Service Management, and the platform integrations that connect them into one seamless employee experience.

As a Senior Product Manager for the ServiceNow platform, you'll own the product direction for a mission-critical enterprise ecosystem used across every division. This is a role for someone who wants to advance as an enterprise product leader while shaping how thousands of employees request, receive, and experience services every day and embedding AI-driven capabilities at the core of that experience.

What's in It for You

- Own a flagship enterprise platform drive the vision, strategy, and roadmap for ServiceNow HRSD, Service Catalog, ITSM, and Platform Integrations end to end.
- Spearhead AI-powered service delivery bring Now Assist, generative AI, virtual agents, and intelligent workflows into products that ship to a global user base.
- Shape strategy, not just execute it with the autonomy to define what great service delivery looks like across the organization.
- Grow into enterprise product leadership by mentoring PMs, influencing senior stakeholders, and driving transformative, cross-divisional initiatives.

What You'll Do Product Leadership Strategy
- Define, own, and communicate the product vision, strategy, and roadmap for ServiceNow HRSD, Service Catalog, ITSM, and Platform Integrations aligned to business goals and customer needs.
- Prioritize features, enhancements, and platform upgrades based on customer impact, business value, and strategic alignment.




- Own the ServiceNow release and upgrade strategy, balancing current capability adoption with platform stability and governance.
- Guide cross-functional teams platform engineering, developers, architects, and business process owners in delivering scalable, high-impact solutions.

HRSD, Service Catalog ITSM Product Ownership
- Drive the HR Service Delivery roadmap case and knowledge management, Employee Center, lifecycle events, and journeys to deliver a consumer-grade employee experience.
- Own the enterprise Service Catalog strategy: catalog governance, item design standards, request fulfillment workflows, and continuous rationalization of the catalog portfolio.
- Lead the ITSM product line incident, problem, change, request, and CMDB-adjacent processes driving process maturity, automation, and SLA performance.
- Champion a unified portal and self-service experience that reduces ticket volume and improves deflection through knowledge and automation.

Platform, Integrations AI
- Define the platform and integration strategy IntegrationHub, APIs, MID Servers, and connections to enterprise systems (HCM, ERP, identity, collaboration tools) ensuring secure, scalable, well-governed data flows.
- Identify opportunities to apply generative and agentic AI Now Assist, Virtual Agent, predictive intelligence, and intelligent workflows to streamline operations and boost user productivity.




- Evaluate and integrate cutting-edge capabilities such as LLMs, autonomous agents, and AI-driven decision frameworks into the ServiceNow ecosystem.
- Establish platform governance standards instance strategy, technical debt management, scoped app vs. global development, and citizen development guardrails.

Customer Market Insight
- Develop a deep understanding of employee, HR, IT, and service-desk personas and pain points to drive effective product design.
- Conduct market research and competitive analysis across service management platforms to ensure clear product differentiation and inform build-vs-configure decisions.
- Analyze usage data, deflection rates, CSAT, and customer feedback to continuously optimize features and outcomes.

Execution Delivery
- Lead agile delivery sprint planning, backlog grooming, and retrospectives ensuring timely, high-quality releases across multiple ServiceNow workstreams.
- Define and track KPIs and product OKRs adoption, self-service deflection, mean time to resolution, catalog fulfillment SLAs, and user satisfaction.
- Collaborate with enterprise stakeholders HR, IT, Security, and divisional leaders to maintain alignment throughout the product lifecycle.
- Manage vendor relationships with ServiceNow and implementation partners, including licensing strategy and roadmap alignment.

Team Leadership Enablement
- Mentor and develop a high-performing team of product managers and product owners, sharing learnings across the organization.
- Foster a culture of innovation, accountability, and customer-centric thinking.
- Champion adoption through training, documentation, communication campaigns, and hands-on support for internal teams and customers.

📌 Servicenow Product Manager (Gurugram)
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📍 Gurugram