Senior Technical Product Manager, IT Service Management

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Product Manager, IT Service Management based in Canada.** The Senior Technical Product Manager will lead the evolution of internal service management platforms, overseeing the transition from a legacy IT service management system to a modern, AI-native solution. This role will also expand employee service management capabilities across functions such as HR, Finance, Legal, and Security, creating consistent and seamless experiences for employees. Combining product strategy with hands-on technical execution, the successful candidate will own platform roadmaps, service catalogs, knowledge management, workflow automation, and AI-enabled service delivery. Working closely with engineers, service owners, and external partners, this leader will ensure that platforms are scalable, secure, intuitive, and aligned with business needs. The role offers an opportunity to shape how employees access support, improve operational efficiency, and establish responsible AI practices within a distributed, technology-driven environment. ### Accountabilities - Lead the end-to-end migration from a legacy IT service management platform to a modern, AI-native solution, covering data models, workflow design, service catalogs, integrations, cutover, and decommissioning while maintaining service quality and employee satisfaction. - Champion the employee experience by designing intuitive service requests, catalog items, and knowledge resources that make finding help and resolving issues simple and efficient. - Own the service management platform as a product, maintaining a unified roadmap and backlog, clear intake processes, and transparent prioritization criteria for internal service teams. - Govern the service catalog and request fulfillment lifecycle, deciding which services to introduce, modify, or retire and shifting manual processes toward automated, identity-governed fulfillment. - Lead knowledge management strategy, defining standards, structures, and governance to ensure information remains accurate, accessible, and useful for employees and AI agents while preserving content ownership within individual teams. - Define responsible AI agent workflows, determining which requests can be resolved automatically, when human intervention is required, and what accuracy thresholds, safeguards, and escalation paths must be in place. - Establish a repeatable employee service management onboarding model for non-IT teams, including intake, catalogs, workflows, knowledge, reporting, and access controls, while selecting platforms based on each team's needs. - Design change, incident, and access-management workflows that generate reliable audit evidence and support compliance with SOX, SOC 2, and HIPAA control requirements. - Work directly with service management platforms and engineering teams on configuration, integrations, scripting, and automation, while coordinating vendor and implementation partner contributions as needed. - Collaborate with internal service owners to align platform capabilities with operational priorities, resolve competing demands, and deliver measurable improvements in service quality and employee satisfaction. - Monitor service performance, identify opportunities to reduce friction, and use employee feedback and service data to continuously improve workflows and outcomes. ### Requirements: - At least 6 years of experience in IT service management, service platform management, or internal-tools product roles. - Proven experience leading at least one complete IT service management (ITSM) or employee service management (ESM) implementation or migration through go-live. - Strong understanding of ITSM principles and practices, including ITIL or an equivalent framework, with the ability to evaluate platforms objectively rather than favoring a specific vendor. - Hands-on experience with modern service management platforms, including service catalog design, workflow and SLA configuration, knowledge management, and reporting. - Experience with AI-native service management platforms such as Atomicwork or Serval, or comparable solutions such as Jira Service Management and Freshservice. - Working knowledge of ServiceNow, including its data model, workflows, administration, and methods for extracting existing data and configuration. - Experience designing access-request and fulfillment workflows integrated with identity providers or identity governance platforms. - Practical experience applying AI in service desk environments, including knowledge grounding, intent classification, intelligent routing, automated resolution, accuracy evaluation, safeguards, and human handoffs. - Strong technical skills and the ability to make and justify design decisions with engineering teams, including knowledge of REST APIs, webhooks, single sign-on (SSO), SCIM, JSON data models, large language model integrations, agent tool calling, and scripting with Python or JavaScript. - Experience managing a platform as a product for multiple internal customer groups, including prioritizing competing requirements and maintaining a clear product roadmap. - A strong employee-focused mindset, with a demonstrated ability to simplify service experiences and eliminate unnecessary friction. - Excellent written and verbal communication skills, including the ability to explain technical trade-offs and platform decisions to non-technical service owners. - Regular use of AI assistants, agents, and AI-assisted development tools such as Claude, Claude Code, or Cursor to build scripts, reports, and prototypes, combined with sound judgment about verifying AI-generated outputs and recognizing when AI is not appropriate. **Preferred qualifications:** - Experience with identity governance, including birthright access and role-based access models. - Familiarity with configuration management databases (CMDBs), asset data modeling, and device lifecycle integrations. - Experience leading knowledge management programs, including taxonomy, controlled vocabularies, metadata standards, content governance, and ongoing stewardship. - Understanding of retrieval-augmented generation (RAG) and methods for grounding AI agents in governed knowledge with source citations. - Experience implementing employee service management for non-IT teams such as HR, Facilities, or Legal, including workflows involving sensitive employee information. - Experience with SOX IT general controls (ITGC), particularly in pre-IPO or publicly traded organizations. - Familiarity with integration platform as a service (iPaaS) tools such as Workato. - Experience supporting distributed teams across US and EMEA time zones. - ITIL 4 certification. ### Benefits: - **Competitive annual salary:** The original US-based salary ranges vary by geographic labor-market tier: - Region 1: $143,000–$169,000 USD. - Region 2: $130,000–$153,000 USD. - Region 3: $117,000–$138,000 USD. - Equity compensation packages. - Health, dental, and vision insurance. - Mental health resources. - A company-provided smart ring and discounts for friends and family. - 20 days of paid time off. - 13 paid holidays and 8 flexible wellness days. - Paid sick leave and parental leave. - Remote work opportunity.