Director, Product Success - ITSM

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

As a leading member of our Product Innovation Architects team, you will have a major impact on our future success by supporting ITSM Product portfolio. You will manage a team of best-in-class Innovation Architects to implement Service Now's latest ITSM innovations with the support and partnership of Product Management and the executive team. This is a role for a technical team manager who excels in team-building, brings a CAN DO attitude, and a performance mindset.

What you get to do in this role:

• You will devise prescriptive advice to customers implementing new innovations and measure the value from products

• Have business-outcome ownership

• Lead a team of hands-on product success architects

• Be the Voice of the customer with data fluency

• Support product sales as a technical and domain expert of a client-facing sales team

• Run Executive Briefings with C-level stakeholders to align strategic vision and product capabilities

• Present product roadmaps to strategic customers and gather feedback to inform product direction

• Create and improve processes for product adoption, ensuring customers achieve rapid time-to-value

• Leverage AI tools in daily work to enhance productivity, analysis, and customer engagement both internally and externally

• Provide feedback to product management about product enhancements that address customer needs

• Share and learn best practices and re-usable assets with Inbound Product Managers to enhance the quality of our products

• Support marketing events including executive briefings, conferences, user groups, and trade shows

To be successful in this role you have:

• 4+ years of experience as a Manager (leading a team of at least 5 members)

• 7+ years of pre-sales/post-sales solution consulting or Outbound Product Management experience in SaaS companies, preferably Service Now ITSM ecosystem

• Deep expertise in Service Now ITSM product portfolio including Incident Management, Problem Management, Change Management, Knowledge Management, and Service Catalog

• Proficiency with the Service Now platform and demonstrated technical expertise with ITSM best practices and frameworks (ITIL, CMDB)

• Experience working collaboratively with product management, product marketing, partners, and professional services, delivering results under strict guidelines

• Demonstrated ability to lead complex, cross-functional projects and collaborate effectively with peers across business units and organizational boundaries

• Travel, as necessary

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here () . To determine eligibility for a work persona, Service Now may confirm the distance between your…