Senior Technical Product Manager – IT Service Management
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Job Description
Senior Technical Product Manager modernizing IT service platforms at Oura, whose connected health products help people understand readiness, activity, and sleep. Leading AI-native ITSM migration and employee service management.
Responsibilities:
- Lead migration from the legacy ITSM platform to a modern AI-native platform, including data model, workflow, catalog design, integrations, cutover, and decommissioning
- Design employee-centered requests, catalog items, and knowledge content
- Own the platform roadmap, backlog, intake, and prioritization criteria
- Govern the service catalog and request fulfillment, moving manual work toward automated and identity-governed fulfillment
- Own knowledge management standards, structure, and governance
- Define AI-agent operating models, routing, accuracy thresholds, and guardrails
- Build a repeatable ESM onboarding model for non-IT service teams
- Design audit-ready change, incident, and access workflows supporting SOX, SOC 2, and HIPAA controls
- Configure platforms, integrations, and automation with engineers; direct vendor and partner work
Requirements:
- 6+ years in IT service management, service platform, or internal-tools product roles
- Led at least one end-to-end ITSM or ESM tool implementation or migration through go-live
- Strong grounding in ITSM concepts and practices (ITIL or equivalent)
- Hands-on depth with a modern service management platform, including service catalog, workflow and SLA configuration, knowledge management, and reporting
- Experience with an AI-native ITSM platform, Jira Service Management, Freshservice, or similar
- Working knowledge of ServiceNow, including its data model, workflows, and administration
- Experience designing access-request and fulfillment workflows integrated with an identity provider or identity governance platform
- Experience applying AI in a service desk, including knowledge grounding, intent classification and routing, automated resolution, accuracy evaluation, guardrails, and human handoff
- Technical depth with REST APIs, webhooks, SSO and SCIM, JSON data models, LLM and agent integrations, and Python or JavaScript scripting
- Track record of running a platform as a product for multiple internal customer teams
- Clear written and verbal communication
- Daily use of AI assistants, agents, and AI-assisted build tools
- Experience with identity governance, CMDB or asset-management data modeling, knowledge management programs, ESM, SOX ITGC, iPaaS tools, or distributed teams across US and EMEA time zones are nice to have
- ITIL 4 certification is nice to have
Benefits:
- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An Ōura Ring of your own plus employee discounts for friends & family
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
- Paid sick leave and parental leave
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