Senior Staff Product Manager, ServiceNow

• 12+ years of program or product management experience in complex, cross-functional technical environments
• Experience with AI usage, consumption, pricing, and packaging models
• Customer engagement experience deriving customer insights and translating those into product roadmaps
• Demonstrated experience driving alignment across engineering organizations with independent delivery cycles and tooling
• Strong technical fluency—ability to understand and document system architectures, data models, integration flows, and compliance requirements without subject matter expert support
• Proven ability to establish governance processes, intake frameworks, and compliance controls that are adopted and sustained across organizations
• Experience managing backlogs, roadmaps, and release coordination in environments with competing priorities, multiple stakeholders, and misaligned delivery cycles
• Excellent written and verbal communication skills—ability to translate technical complexity into clear executive narratives and cross-team documentation
• Experience with cross-organizational program coordination and cross-tool dependency management

Desirable

• The Director Cross-APEX Licensing and Entitlement Product Management is the centralized owner connecting end-to-end licensing, entitlement, metering, usage, aggregation, and governance requirements across multiple business units and platform systems. This is an inbound product management role focused on internal systems governance, cross-organizational alignment, and delivery coordination
• This role operates across entitlement management, metering governance, licensing compliance, and consumption-based business model infrastructure. It establishes the single source of truth for how entitlement and usage data is defined, processed, flows across systems, and enforces compliance and audit standards globally. It is the connective tissue between Product, Engineering, Pricing, Legal, Finance, and Compliance teams
• Establish and lead a cross-functional governance board that serves as the single intake point for all licensing, entitlement, metering, and usage-related requirements
• Define and manage the intake process across all participating teams
• Assess cross-system impacts before work enters engineering backlogs
• Drive prioritization across teams with independent roadmaps and release cycles
• Own the governance model, operating cadence, and review board charter
• Lead executive reviews for new or modified meters, entitlements, roles, and licensing policies
• ​​​​​​​Own the end-to-end definition, documentation, and governance of entitlement, licensing, and usage data across the platform ecosystem
• Maintain the authoritative entitlement and usage data model
• Document data flows, integrations, system interfaces, and dependencies
• Identify architectural gaps, overlaps, risks, and compliance issues
• Serve as the subject matter expert for cross-system interactions
• Partner with Legal and Compliance to define licensing rules, audit controls, and escalation processes
• ​​​​​​​Define the vision, standards, and tooling that enable scalable, compliant licensing and metering across ServiceNow products
• Establish licensing and metering governance aligned to commercialization, compliance, and product strategy
• Develop a multi-year roadmap supporting subscription and consumption-based business models
• Drive tooling for entitlement management, usage tracking, license validation, and audit readiness
• Create frameworks, templates, and guidance for product teams defining roles, entitlements, and meters
• Lead training, enablement, and adoption of governance standards
• ​​​​​​​Ensure successful delivery of entitlement and usage-related changes across a complex, distributed systems landscape
• Coordinate cross-team release planning and integration for interdependent changes
• Proactively identify and escalate integration and testing risks
• Establish repeatable testing processes for downstream impact validation
• Provide visibility into cross-system dependencies, risks, and delivery readiness
• ServiceNow's shift to AI-native and consumption-based models has exposed gaps in how entitlement, licensing, and usage data flows across interconnected systems. Teams operate on separate roadmaps with no unified intake, governance, or compliance framework
• But this fragmentation is also your opportunity to build something transformational—centralizing what's been scattered to eliminate release friction, enable faster shipping, and give the organization the visibility and compliance controls it needs to scale