Director, Product Management - ServiceNow
Cox Enterprises Inc, Atlanta, GA, United States
* Serve as the primary product leader for ServiceNow across the enterprise, partnering with stakeholders in IT, HR, Facilities, Finance, Legal, Procurement, and other business functions* Understand the service delivery needs of enterprise users and translate them into a cohesive platform strategy* Build trusted relationships with executives, VPs, and business leaders to understand their operational challenges* Champion a service management mindset shift across the organization—moving from disparate tools to unified service experiences* Balance competing demands from multiple business units while maintaining platform integrity and user experience consistency* Drive continuous improvement of core ITSM capabilities including incident, problem, change, and asset management* Optimize IT Helpdesk experiences to reduce resolution times, improve self-service adoption, and increase user satisfaction* Implement modern service management best practices including knowledge-centered service, proactive monitoring, and AI-powered support* Define and track service level metrics that demonstrate operational excellence and continuous improvement* Bachelor’s degree and 10 years’ experience in product management. The right candidate could also have a different combination, such as a master's degree and 8 years’ experience; a Ph.D. and 5 years’ experience; or 14 years’
experience* 5+ years' experience in a management or leadership role* Deep expertise in ITSM, ESM (Employee Service Management), and service delivery frameworks (ITIL, knowledge management, SLA/OLA management)* Proven track record leading large-scale platform transformations in enterprise environments (3,000+ users)* Experience managing complex stakeholder ecosystems with competing priorities and limited resources* Strong background in both IT service delivery and business process automation* Experience with managing and implementing enterprise SaaS solutions* Knowledge of service management best practices, ITIL framework, and modern support models* Familiarity with enterprise integrations, APIs, and platform architecture considerations* Understanding of governance, compliance, and security requirements in large enterprises* Experience with workflow automation, low-code/no-code platforms, and digital transformation initiatives* Demonstrated ability to influence and build consensus with senior executives and cross-functional leaders* Strong business acumen with ability to build ROI cases and demonstrate platform value* Excellent communication skills with ability to translate technical concepts for business audiences and business needs for technical teams* Strategic thinking combined with execution excellence—you can both set the vision and drive delivery* Change management expertise with track record of driving organizational adoption of new tools and processes* Budget management experience including vendor negotiations and financial planning* Hands-on experience with ServiceNow platform strategy, implementation, or product ownership* Deep understanding of ServiceNow modules including ITSM, ITOM, HR Service Delivery, CSM (Customer Service Management), and emerging AI/automation capabilities (or tangible experience of coming up to speed quickly on a new platform)* ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist* ITIL v4 Foundation or higher certification* Experience with AI-powered service management (Virtual Agent, Predictive Intelligence, etc.)* Background in management consulting, business process transformation, or enterprise architecture* MBA or advanced degree in relevant field* Enterprise scale: 32,000+ users across multiple business units and geographies* Complex stakeholder landscape requiring executive-level partnership and influence* Matrixed organization requiring strong collaboration and consensus-building skills* Fast-paced environment with high expectations for both strategic thinking and operational execution* Significant opportunity to drive digital transformation and modernize service deliveryCox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges.
Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe.
From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference.
Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons. #J-18808-Ljbffr
experience* 5+ years' experience in a management or leadership role* Deep expertise in ITSM, ESM (Employee Service Management), and service delivery frameworks (ITIL, knowledge management, SLA/OLA management)* Proven track record leading large-scale platform transformations in enterprise environments (3,000+ users)* Experience managing complex stakeholder ecosystems with competing priorities and limited resources* Strong background in both IT service delivery and business process automation* Experience with managing and implementing enterprise SaaS solutions* Knowledge of service management best practices, ITIL framework, and modern support models* Familiarity with enterprise integrations, APIs, and platform architecture considerations* Understanding of governance, compliance, and security requirements in large enterprises* Experience with workflow automation, low-code/no-code platforms, and digital transformation initiatives* Demonstrated ability to influence and build consensus with senior executives and cross-functional leaders* Strong business acumen with ability to build ROI cases and demonstrate platform value* Excellent communication skills with ability to translate technical concepts for business audiences and business needs for technical teams* Strategic thinking combined with execution excellence—you can both set the vision and drive delivery* Change management expertise with track record of driving organizational adoption of new tools and processes* Budget management experience including vendor negotiations and financial planning* Hands-on experience with ServiceNow platform strategy, implementation, or product ownership* Deep understanding of ServiceNow modules including ITSM, ITOM, HR Service Delivery, CSM (Customer Service Management), and emerging AI/automation capabilities (or tangible experience of coming up to speed quickly on a new platform)* ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist* ITIL v4 Foundation or higher certification* Experience with AI-powered service management (Virtual Agent, Predictive Intelligence, etc.)* Background in management consulting, business process transformation, or enterprise architecture* MBA or advanced degree in relevant field* Enterprise scale: 32,000+ users across multiple business units and geographies* Complex stakeholder landscape requiring executive-level partnership and influence* Matrixed organization requiring strong collaboration and consensus-building skills* Fast-paced environment with high expectations for both strategic thinking and operational execution* Significant opportunity to drive digital transformation and modernize service deliveryCox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges.
Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe.
From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference.
Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons. #J-18808-Ljbffr