Principal Platform Product Manager
We are seeking a Principal Product Manager to lead product strategy and capability evolution for our ServiceNow platform. This role owns the end-to-end platform product vision, roadmap, and AI acceleration—driving measurable business impact by enabling value streams through scalable, reusable capabilities.
This is a high-ownership, high-impact role requiring a strong blend of product thinking, ServiceNow platform depth, and entrepreneurial execution. You will operate as a force multiplier—accelerating innovation, enabling reuse, and driving rapid experimentation to unlock value across the enterprise.
Core Competencies (What We Are Looking For)
- Thinks in capabilities, not features
- Balances short-term wins vs. long-term platform scalability
- Ecosystem + trade-off mindset: Consistently balances value stream needs, market needs, engineering constraints, and tech debt, and makes clear calls on what should be standardized as a platform capability vs. left to tenant-level flexibility.
- Evidence-driven bets (not opinions): Uses research, user feedback, and outcome metrics to frame hypotheses, define success measures, and decide whether to stop, iterate, or scale platform capabilities based on adoption/impact signals.
- Brings a strong technical foundation on the ServiceNow platform, not just functional familiarity
- Understands architecture patterns, integration models, data flows, and performance considerations
- Able to challenge engineering decisions constructively and drive the right platform design choices
- Clearly differentiates between configuration, customization, and platform extensibility trade-offs
- Curious, proactive, and constantly exploring new possibilities
- Operates with a "build-test-learn-scale" mindset
- Strong bias for action — gets things done
- Delivers measurable impact, not just outputs
- Understands ecosystem dynamics, reuse, and developer experience
- Builds for scale, extensibility, and adoption
- Comfortable with ambiguity and failure
- Drives rapid prototyping and data-driven decision making
Key Responsibilities
- Define and drive the ServiceNow platform product vision, roadmap, and strategy aligned to enterprise priorities and value streams
- Translate business needs into scalable, reusable platform capabilities (common services)
- Establish a clear capability model and product taxonomy for ServiceNow platform services
- Partner with value streams to understand business needs and map them to ServiceNow-native capabilities
- Identify opportunities to reuse, standardize, and scale platform services across tenants
- Enable faster delivery velocity by promoting platform-first development and reducing duplication
Drive a culture of rapid experimentation, prototyping, and iterative learning
- Establish MVP-first approach: prove value quickly, scale what works, and fail fast when needed
- Leverage ServiceNow capabilities (GenAI, workflows, app engine) to create quick prototypes and PoCs
- Own the complete product lifecycle:
- Opportunity identification
- Business case development
- Drive agile execution in partnership with engineering, operations, and platform teams
- Track product performance and optimize based on adoption, efficiency, and impact
- Establish and enforce platform governance, standards, and reusable design patterns
- Balance innovation with control (compliance, security, scalability, and upgradeability)
- Partner with engineering to drive clean core, modular architecture, and API-first design
- Serve as the single-threaded product leader for ServiceNow platform capabilities
- Drive alignment across business stakeholders, engineering, architecture, and operations teams
- Communicate effectively with senior leadership on strategy, trade-offs, and impact
Required Qualifications
- Bachelors degree required, preferably in Information Systems.
- 10–15+ years in Product Management, Platform Product Management, with a strong understanding of Service Now
- Deep expertise in ServiceNow platform (ITSM, ITOM, CMDB, workflows, App Engine, integrations)
- Strong understanding of enterprise integration and platform ecosystems
- Proven ability to map business needs to platform capabilities and drive adoption at scale
- Demonstrated experience in driving product strategy, roadmap, and execution end-to-end
Success Metrics
- Adoption of ServiceNow platform capabilities across value streams
- Reduction in duplicate/overlapping capabilities
- Time-to-market improvements (delivery acceleration)
- Measurable business outcomes (efficiency, cost, experience)
- Innovation velocity (number of prototypes scaled solutions)