Senior Manager, IT Service Management (ITSM) Product Lead
Pfizer
August 17, 2026
Remote friendly (New York, NY)
United States
IT
Position Summary:
- Own IT Service Management (ITSM) product features, roadmap, and customer experience; build and operate modern services across on-premises and cloud environments.
- Partner with users and stakeholders to translate product vision and user needs into capabilities that improve productivity and user experience.
- Lead cross-functional collaboration to ensure secure, stable, usable, and sustainable product operations; demonstrate product impact and coach junior Product Analysts.
Key Responsibilities:
- Serve as product owner for core ITSM processes: Incident, Problem, Change, and Service Request.
- Lead a team of ITSM Process Owners and Product Leads to design and shape ITSM service offerings.
- Collaborate with cross-functional teams (engineering, operations, compliance/regulatory risk).
- Align ITSM capabilities with IT/business strategy and service management maturity goals.
- Ensure ITSM processes support audit, compliance, and regulatory requirements.
- Manage ITSM service product lifecycle (inception through launch/landing) and ensure compliance with quality standards.
- Create and implement CI/CD strategy with a focus on automation.
- Deliver enhancements and bug fixes using an agile approach; manage day-to-day solution operations.
- Partner with Data and Analytics to design/implement data transforms.
- Use data/analytics to identify bottlenecks and automation opportunities; oversee testing/UAT/release management.
- Ensure documentation and training accompany releases.
Minimum Qualifications:
- Bachelor’s degree in a technical field.
- 6+ years as a ServiceNow product owner across multiple modules (strong ITSM/ITOM).
- ServiceNow enterprise best practices experience.
- 4+ years product management in enterprise software; experience managing/developing teams.
- 6+ years ITSM/Service Management support in enterprise environment.
- ITIL Foundations V4.
- Product roadmap experience from conception to launch; fluency in software/systems architecture/design/implementation.
- Agile experience; excellent written and oral communication skills.
Preferred Qualifications:
- Master’s degree in a technical field; ITIL Foundations V5; ITIL Master Certification.
- Own IT Service Management (ITSM) product features, roadmap, and customer experience; build and operate modern services across on-premises and cloud environments.
- Partner with users and stakeholders to translate product vision and user needs into capabilities that improve productivity and user experience.
- Lead cross-functional collaboration to ensure secure, stable, usable, and sustainable product operations; demonstrate product impact and coach junior Product Analysts.
Key Responsibilities:
- Serve as product owner for core ITSM processes: Incident, Problem, Change, and Service Request.
- Lead a team of ITSM Process Owners and Product Leads to design and shape ITSM service offerings.
- Collaborate with cross-functional teams (engineering, operations, compliance/regulatory risk).
- Align ITSM capabilities with IT/business strategy and service management maturity goals.
- Ensure ITSM processes support audit, compliance, and regulatory requirements.
- Manage ITSM service product lifecycle (inception through launch/landing) and ensure compliance with quality standards.
- Create and implement CI/CD strategy with a focus on automation.
- Deliver enhancements and bug fixes using an agile approach; manage day-to-day solution operations.
- Partner with Data and Analytics to design/implement data transforms.
- Use data/analytics to identify bottlenecks and automation opportunities; oversee testing/UAT/release management.
- Ensure documentation and training accompany releases.
Minimum Qualifications:
- Bachelor’s degree in a technical field.
- 6+ years as a ServiceNow product owner across multiple modules (strong ITSM/ITOM).
- ServiceNow enterprise best practices experience.
- 4+ years product management in enterprise software; experience managing/developing teams.
- 6+ years ITSM/Service Management support in enterprise environment.
- ITIL Foundations V4.
- Product roadmap experience from conception to launch; fluency in software/systems architecture/design/implementation.
- Agile experience; excellent written and oral communication skills.
Preferred Qualifications:
- Master’s degree in a technical field; ITIL Foundations V5; ITIL Master Certification.