Senior Outbound Product Manager, ITSM

Overview

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. 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.

Join us as we pursue our purpose to make the world work better for everyone.

About the Role Outbound Product Managers bring product capabilities to market, enable field and partner teams, and capture customer insight to drive adoption. This role partners closely with inbound PM, design, engineering, sales, marketing, and customer success to turn releases into customer outcomes.

• Own release‑to‑adoption motions for a core area of ITSM, including value narrative, positioning, and enablement content, so sellers, Solution Consultants, partners, and customers can understand, demo, and deploy successfully.
• Build and maintain demo and proof assets that show product value, including scripts, scenarios, environments, and POC guidance for field teams and partners.
• Lead customer programs that generate high‑quality feedback and references, for example advisory councils, partner design programs, lighthouse and spotlight initiatives, and reference development.
• Partner with inbound PMs to capture customer problems, validate designs, and prepare technical enablement materials such as TOIs, solution briefs, and competitive guidance.
• Drive data‑informed decisions, instrument adoption funnels, and report insights that shape roadmap and GTM priorities.
• Orchestrate cross‑functional execution across Sales, SC, Marketing, Customer Success, Alliances, and Support to remove blockers and accelerate use cases.
• Coach and mentor junior OPMs and field champions, and contribute templates, playbooks, and best practices to scale the discipline.

Required

• Proven success in product management or solution consulting, typically 8 to 12 years, including ownership of GTM enablement and customer programs for B2B SaaS. Scope should align to Staff level responsibilities and independence.
• Deep familiarity with Service Now and the ITSM domain, including incident, problem, change, request, knowledge, and service catalog, with ability to translate workflows into outcome‑driven demos and plays.
• Strong facilitation and communication skills, able to lead customer workshops, webinars, and design‑partnership sessions, and to tailor narratives to executives, practitioners, and technical audiences.
• Data‑driven mindset, comfortable with instrumentation, funnel analytics, and deriving insights to shape roadmap and GTM priorities.
• Cross‑functional leadership, effective at aligning Sales, SC, Marketing, CS, Alliances, and Support, and removing execution blockers without formal authority.
• Working knowledge of cloud and enterprise architecture concepts, Agile release practices, and the Service Now product ecosystem.

Preferred

• Service Now Certified System Administrator, ITIL 4 certification, or equivalent enterprise IT credentials.
• Experience with demo environment management, content systems, and scaling enablement through partners and communities.
• Track record of mentoring PMs and field teams, and contributing reusable frameworks, training, and documentation.

For positions in this location, we offer a base pay of $168,900 - $295,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. The base pay shown is a guideline and total compensation varies based on 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 geographic location and subject to change based on work location.

Work Personas We approach our distributed…