Principal Inbound Product Manager

About the role

ServiceNow is seeking a senior leader to guide the intelligence systems portfolio within the Enterprise AI team. You will oversee the development of AI agents, technical foundations, and the Customer Zero initiative to ensure our platform remains at the forefront of enterprise automation.

Key facts

What you'll do

• Establish the product vision for intelligence systems, covering AI/ML models, AI Control Tower, foundation services, and observability.
• Manage the full product lifecycle from initial concept and prioritization to launch and performance measurement.
• Coordinate cross-functional efforts with engineering, data science, security, and GRC teams to translate complex AI needs into actionable plans.
• Implement Customer Zero feedback loops to validate product performance through internal ServiceNow AI adoption.
• Provide technical guidance on GenAI, agentic systems, RAG, LLM gateways, and AI security protocols.
• Prepare executive-level roadmaps, decision memos, and value reports for senior leadership.

Requirements

• 12+ years of experience in product management, technical product management, or platform development.
• 5+ years of experience specifically leading strategy for AI/ML, data infrastructure, or developer platforms.
• Proven history of managing complex technical products through the entire lifecycle, including adoption and ROI tracking.
• Strong technical expertise in LLMOps/MLOps, data pipelines, model evaluation, and governance.
• Ability to collaborate effectively with data scientists, ML engineers, and infrastructure architects.
• Demonstrated skill in business judgment and communicating high-level strategy to stakeholders.

Nice to have

• Background in ServiceNow or similar enterprise workflow platforms like ITSM, CMDB, or GRC.
• Experience with tool-calling architectures, MCP, A2A, or AI/LLM gateways.
• Previous work building internal platform products or managing Customer Zero programs.

Skills & tools

• GenAI and Agentic AI systems
• RAG and LLM Gateways
• MLOps and LLMOps
• AI Security and Governance
• Model Evaluation and Observability
• Data Pipelines

Practical notes

ServiceNow operates with flexible work personas based on role requirements and location. All employment is subject to export control regulations where applicable. The company is an equal opportunity employer and provides reasonable accommodations for the application process via globaltalentss@servicenow.com.