Senior Lead Product Manager, Service Operations
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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in ServiceNow product management, including incident management, problem management, and knowledge management, while effectively leading cross-functional teams and influencing stakeholders to achieve measurable business outcomes.
Highest-signal resume keywords
ServiceNow Product ExperienceProduct ManagementIncident ManagementGenerative AI ImplementationITIL Practices
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Own the Service Operations product portfolio spanning Incident Management, Major Incident Management, Problem Management, and Knowledge Management
- Drive ServiceNow platform enhancements, integrations, upgrades, and product capabilities across the Service Operations portfolio
- Lead product backlog and feature definition, including user stories, acceptance criteria, process requirements, and business outcomes
- Align products with business priorities, user needs, operational risks, technical feasibility, and organizational OKRs
- Evaluate and enable generative AI, agentic AI, automation, virtual agents, and intelligent workflows
- Partner with engineering, operations, security, risk, audit, and business stakeholders to translate operational needs into scalable processes and platform capabilities
- Establish success measures and reporting for incident reduction, resolution performance, repeat incident prevention, knowledge effectiveness, self-service adoption, automation, and product value
- Lead products from discovery and MVP development through enterprise launch, adoption, optimization, and lifecycle management
- Influence senior stakeholders and cross-functional teams through product narratives, data-driven recommendations, and measurable business outcomes
Requirements
What you’ll need- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field
- 12 or more years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership
- Experience as a Product Owner or Product Manager responsible for product strategy, roadmap development, solution design, backlog ownership, requirements definition, user story creation, and feature delivery
- Expert ServiceNow product experience, including platform strategy, workflow design, integrations, upgrades, and lifecycle management
- Experience leading products or capabilities within Incident Management, Major Incident Management, Problem Management, or Knowledge Management
- Experience influencing senior stakeholders and leading cross-functional teams in a matrixed organization without direct authority
- Preferred: Master's degree in Business Administration, Information Systems, Computer Science, Engineering, or a related field
- Preferred: ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or other relevant ServiceNow certifications
- Experience evaluating or implementing generative AI, agentic AI, virtual agents, intelligent automation, or AI-assisted service management capabilities
- Working knowledge of ITIL practices, enterprise SaaS architecture, APIs, workflow engines, and IT operations technologies
- Experience defining and measuring outcomes such as incident reduction, mean time to resolution, repeat incident prevention, knowledge adoption, self-service utilization, or process automation
- Experience launching enterprise products from discovery and MVP through scaled implementation, adoption, and ongoing optimization
- Minimum home internet speed of 25 Mbps download and 10 Mbps upload
- Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information
Benefits
Comp & perks- Bonus incentive plan based on company and/or individual performance
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company holidays
- Personal holidays
- Paid parental leave
- Paid caregiver leave
- Short-term disability
- Long-term disability
- Life insurance
- Remote work option
- Occasional travel to Humana offices for training or meetings
- Employer-provided flexibility for home or hybrid home/office work
- Dedicated workspace requirement to protect member PHI/HIPAA information
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product StrategyBacklog OwnershipUser Story CreationFeature DeliveryWorkflow DesignIntegration ManagementLifecycle ManagementOutcome MeasurementAutomation ImplementationEnterprise Product Launch
Soft Skills
Stakeholder InfluenceCross-Functional LeadershipData-Driven RecommendationsCommunication SkillsCollaboration
Tools & Technologies
ServiceNow PlatformAPIsWorkflow EnginesEnterprise SaaS ArchitectureVirtual Agents
Certifications & Qualifications
ServiceNow Certified System Administrator (CSA)Certified Implementation Specialist (CIS)Certified Application Developer (CAD)
Industry Keywords
ITSMOperational RisksBusiness OutcomesTechnical FeasibilitySelf-Service Adoption