Senior Manager, IT Service Management (ITSM) Product Lead
Pfizer
August 17, 2026
Remote friendly (Tampa, FL)
United States
IT
Position Summary
You will own IT Service Management (ITSM) product features, roadmap, and customer experience, building and operating modern services across on-premises and cloud environments. You will partner with users, Pfizer Digital teams, and business stakeholders to translate product vision and user needs into integrated capabilities, and lead cross-functional collaboration to ensure secure, stable, usable, and sustainable product operations. You may demonstrate product impact, promote adoption, 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 cross-functionally with product, engineering, operations IT process stewards, and compliance/regulatory risk.
- Align ITSM capabilities to IT/business strategy and service management maturity goals.
- Ensure ITSM processes meet audit, compliance, and regulatory requirements.
- Manage ITSM product lifecycle (inception through execution/launch/landing), ensuring quality standards and compliance.
- Define CI/CD strategy with a focus on automation; deliver enhancements using agile.
- Design and implement data transforms with the Service Management Data & Analytics group.
- Manage day-to-day operations; use data/analytics to identify bottlenecks and automation opportunities.
- Oversee testing, UAT, and release management; ensure documentation, training, and release communications.
Minimum Qualifications
- Bachelor’s degree in a technical field.
- 6+ years as a ServiceNow product owner across multiple modules/capabilities (strong ITSM/ITOM focus).
- ServiceNow enterprise best practices.
- 4+ years product management in enterprise software; experience managing/developing teams.
- 6+ years ITSM/Service Management support in an enterprise environment.
- ITIL Foundations Certified, V4.
- Product roadmaps from conception to launch; fluency in software/systems architecture, design, and implementation.
- Agile experience; excellent written and oral communication.
Preferred Qualifications
- Master’s degree in a technical field.
- ITIL Foundations Certified, V5; ITIL Master Certification.
Benefits (as stated)
- 401(k) with matching contributions; paid vacation/holidays/personal days; paid caregiver/parental and medical leave; medical, prescription drug, dental, and vision coverage.
Work Location
Hybrid (on-site ~2.5 days/week); not remote.
You will own IT Service Management (ITSM) product features, roadmap, and customer experience, building and operating modern services across on-premises and cloud environments. You will partner with users, Pfizer Digital teams, and business stakeholders to translate product vision and user needs into integrated capabilities, and lead cross-functional collaboration to ensure secure, stable, usable, and sustainable product operations. You may demonstrate product impact, promote adoption, 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 cross-functionally with product, engineering, operations IT process stewards, and compliance/regulatory risk.
- Align ITSM capabilities to IT/business strategy and service management maturity goals.
- Ensure ITSM processes meet audit, compliance, and regulatory requirements.
- Manage ITSM product lifecycle (inception through execution/launch/landing), ensuring quality standards and compliance.
- Define CI/CD strategy with a focus on automation; deliver enhancements using agile.
- Design and implement data transforms with the Service Management Data & Analytics group.
- Manage day-to-day operations; use data/analytics to identify bottlenecks and automation opportunities.
- Oversee testing, UAT, and release management; ensure documentation, training, and release communications.
Minimum Qualifications
- Bachelor’s degree in a technical field.
- 6+ years as a ServiceNow product owner across multiple modules/capabilities (strong ITSM/ITOM focus).
- ServiceNow enterprise best practices.
- 4+ years product management in enterprise software; experience managing/developing teams.
- 6+ years ITSM/Service Management support in an enterprise environment.
- ITIL Foundations Certified, V4.
- Product roadmaps from conception to launch; fluency in software/systems architecture, design, and implementation.
- Agile experience; excellent written and oral communication.
Preferred Qualifications
- Master’s degree in a technical field.
- ITIL Foundations Certified, V5; ITIL Master Certification.
Benefits (as stated)
- 401(k) with matching contributions; paid vacation/holidays/personal days; paid caregiver/parental and medical leave; medical, prescription drug, dental, and vision coverage.
Work Location
Hybrid (on-site ~2.5 days/week); not remote.