Principal Product Manager | ESM Solutions | Commercial Markets

Principal Product Manager | ESM Solutions | Commercial Markets

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

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.

Role Overview:

The ESM Solution Owner drives the strategic direction and integration of Service Now's Enterprise Service Management solution, which spans IT Service Management (ITSM), Core Business Services (CBS), and Customer Service Management (CSM). This role focuses on delivering a cohesive, integrated ESM solution for the commercial market (companies with 1,000-5,000 employees), ensuring seamless interoperability across products and owning the solution-level roadmap.

• Act as the primary decision maker for the commercial ESM solution offering
• Own the strategic direction of the solution and collaborate with product development, pricing and packaging, and go-to-market teams
• Partner with product managers across IT and CBS to coordinate solution-level decisions
• Advocate for R&D and innovation initiatives that enhance the product for commercial customers

Strategic Roadmap & Vision

• Drive long-term strategic direction of the commercial ESM solution across multiple products
• Own and maintain the integrated solution-level roadmap spanning IT, CBS, and related offerings
• Challenge assumptions and guide teams toward future-focused, horizontal solution capabilities
• Map user journeys and workflows where different products intersect
• Ensure seamless user experiences across product boundaries
• Collaborate with dedicated business unit scrum teams working on commercial offerings
• Determine which work requires elevation to the solution level (e.g., unified documentation)

Go-To-Market (GTM) Enablement

• Own GTM readiness activities bridging product, sales, marketing, and enablement teams
• Provide direction on product narrative and messaging for the commercial market
• Coordinate bill of materials (BOM) assets including demos, data sheets, and other sales materials
• Eliminate redundancy and ensure consistency across GTM materials

Cross-Functional Collaboration

• Partner extensively with Sales, Partners, Marketing, Enablement, and Product teams to ensure commercial market success
• Navigate and influence across a matrixed organization without direct engineering control

Required:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 15+ years of product management experience or similar experience with education
• Experience with enterprise software and/or commercial market offerings
• Proven track record managing cross-functional, multi-product initiatives
• Strategic thinking with ability to challenge the status quo
• Strong emotional intelligence and collaboration skills in matrixed organizations
• Understanding of ITSM and core business workflows

Preferred:

• Service Now product knowledge and platform experience
• Background in solution-level product management (vs. single product)
• GTM and sales enablement experience
• Experience working with commercial/mid-market customers

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 primary residence and the closest Service Now office using a…