Lead ServiceNow Product Manager

A Lead ServiceNow Product Manager is an expert individual contributor responsible for ensuring a product's value and viability within a product line. This role involves leading empowered, cross-functional product teams to solve complex customer problems that align with strategic business needs. The Lead Product Manager is accountable for the product's success, from vision to execution, and collaborates closely with various functions and stakeholders to deliver valuable, viable, usable, and feasible solutions.

Recruiting for this role ends on 3/31/2026.

Key Responsibilities

• Product Accountability

• Responsible and accountable for the product's value and viability, including profit and loss
• Formulate and achieve Key Performance Indicators (KPIs) for identified problems to solve.
• Drive strategy-aligned solutions to achieve product profit and loss objectives.
• Measure KPIs and analyze outcomes to inform future strategies.

• Vision and Strategy

• Co-create, own, and evangelize the product vision, strategy, and roadmap.
• Align product objectives with the product line and business goals.
• Co-create in collaboration with business stakeholders, engineering, experience, and delivery.

• Market and User Engagement

• Conduct user research and competitive analysis.
• Engage the team with users and stakeholders through continuous research and direct interactions.
• Collaborate and guide the team toward solutions that address priority user and business needs.

• Collaboration and Teamwork

• Work side-by-side with cross-functional (business, engineering, experience, and delivery) team members to achieve KPI outcomes.
• Promote a product operating model that emphasizes outcomes over output (minimize overproduction while maximizing value).
• Build empowered teams and product communities who exhibit collective product ownership.

• Continuous Improvement

• Remove obstacles for the team and ensure smooth flow of continuous value achievement.
• Promote and drive rapid, emergent, and ongoing learning and adaptation to meet objectives.
• Drive innovation and improvement of the process to drive out waste and accelerate value achievement
• Spread knowledge and best practices within the product vertical community.

Qualifications

• Education

• Bachelor's degree in Business, Marketing, Engineering, or a related field.
• An MBA or related advanced degree is beneficial.

• Experience

• 10+ years of proven experience in product management or related roles.
• 5+ years of proven experience in ServiceNow with a focus on modules such as Application Portfolio Management (APM), Customer Service Management (CSM), IT Service Management (ITSM), HR Service Delivery (HRSD), and the overall NOW Platform.
• Experience being accountable for value and viability results for an empowered product team.
• Demonstrated experience in modern product craft of delivering the right thing, in the right way, at the right time.
• Proven accountability for value, viability and P&L objectives for a product.
• ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS) in APM, CSM, ITSM, or HRSD is preferred.

• Skills

• Expert analytical and problem-solving skills.
• Exceptional communication and collaboration abilities.
• Ability to influence at all organizational levels through inclusion and leadership.
• Detail-oriented, organized, and visionary.
• Learning-forward, experimental, and value-oriented mindset.
• Customer-centric methods and practices.
• Expert in modern product management craft and domain (tools, methods, and practices).
• Ability to navigate complexity and uncertainty.

• Domain Knowledge

• Broad knowledge across multiple business areas.
• Quick to reach expert-level knowledge within the product domain being served.

• Personal Traits

• Strong leadership capabilities.
• Customer-centric mindset.
• Ability to work as an individual contributor in a collaborative, cross-functional team.

• Beliefs and Methods

• Humble, curious, and learning-forward mindset.
• Favor small step action and evidence over detailed upfront planning and precision aiming.
• Experience with lean solutions and rapid, inexpensive experimentation to emerge the right thing, int the right way, at the right time.
• High levels of continuous customer and user engagement.

• Limited immigration sponsorship may be available
• Ability to travel 0-20%, on average, based on the work you do and the clients and industries/sectors you serve

Core Competencies

• Analytical Skills: Ability to analyze data and derive actionable insights.
• Problem-Solving: Innovative and experimental approach to solving complex problems.
• Communication: Clear and effective communication with team members, stakeholders, and customers.
• Leadership: Ability to lead and inspire cross-functional teams, fostering collaboration and collective movement toward product goals.
• Customer-Centricity: Deep understanding of customer needs and engagement patterns, driving teams to deliver solutions that customers love and that work for the business.
• Strategic Thinking: Ability to develop and execute a strategic vision for the product, aligning it with broader business objectives.

Conclusion

The Lead ServiceNow Product Manager plays a crucial role in ensuring the success of our most strategic, complex products by balancing customer needs with business objectives. This role requires a blend of strategic vision, analytical skills, and collaborative teamwork to deliver valuable, viable, usable, and feasible solutions. It demands a high degree of experience and expertise in the modern product management craft and a drive for continuous improvement.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $118,700-$243,700.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Information for applicants with a need for accommodation:

EA_ExpHire; EA_ITS_ExpHire
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