ITSM Product Manager

Job Summary

We are seeking a Product Manager – ITSM, CMDB & Asset Management to lead the end-to-end build, standardization, and scaling of IT Service Management capabilities within a growing global environment.

This is a build-focused role, responsible for establishing ITSM processes, CMDB architecture, and IT Asset Management frameworks from the ground up, and evolving them into mature, enterprise-grade capabilities.

The role will own the product vision, roadmap, and execution for ITSM platforms (ServiceNow, SysAid, or BMC Helix) or build a custom ITSM Solution, while ensuring strong alignment between process, tooling, configuration data, and asset lifecycle management.

Key Responsibilities

1. ITSM Product Ownership (Build & Scale)

• Define and own the ITSM product vision and roadmap, with a focus on greenfield setup and long-term scalability.
• Lead the design and rollout of ITSM modules including Incident, Problem, Change, Request, Knowledge, CMDB, and ITAM.
• Establish foundational governance models, workflows, and operating standards for a newly built environment.

2. ITIL Process Design & Implementation

• Design and implement ITIL-aligned processes from scratch, ensuring simplicity, scalability, and adoption.
• Define process flows, SLAs, approval mechanisms, and escalation models.
• Drive adoption across global teams and ensure consistency in execution.

3. CMDB Build & Configuration Management

• Lead the design and implementation of CMDB architecture, including CI classes, relationships, and service mapping models.
• Establish data governance, discovery strategy, and reconciliation rules.
• Build a reliable, accurate CMDB that supports incident, change, and problem processes.
• Drive service mapping and dependency visibility across infrastructure and applications.

4. IT Asset Management (ITAM) Build

• Design and implement end-to-end asset lifecycle management (procurement to retirement).
• Establish controls for hardware, software, and cloud asset tracking, including license management.
• Ensure alignment between CMDB and asset repositories for operational and financial accuracy.
• Build frameworks for cost optimization, asset utilization, and lifecycle governance.

5. Platform Implementation & Integration

• Lead implementation and configuration of ServiceNow / SysAid / BMC Helix/ Self Build platforms.
• Define requirements for service catalog, workflows, automation, discovery tools, and integrations.
• Ensure integration with monitoring tools, identity systems, cloud platforms, and reporting layers.

6. Reporting, Metrics & Data-Driven Insights

• Establish reporting frameworks and dashboards from the ground up.
• Define and track KPIs including:
• SLA compliance and MTTR
• Change success rate
• CMDB data quality and completeness
• Asset lifecycle and license utilization
• Build executive-level reporting using Power BI or native ITSM analytics tools.

7. Stakeholder Alignment & Operating Model Setup

• Partner with Infrastructure, Cloud, Security, Finance, and End User Experience teams to align on processes and data ownership.
• Define RACI models, ownership structures, and governance forums.
• Act as the central point of coordination between business, IT operations, and platform teams.

8. Continuous Improvement & Maturity Evolution

• Drive transition from build phase to optimization and maturity, introducing automation and self-service.
• Identify opportunities for process simplification, ticket reduction, and user experience improvement.
• Introduce AI/automation capabilities for predictive and proactive service management.

Required Skills & Experience

Must-Have

• 6+ years of experience in ITSM, Product Management, or Service Management roles.
• Proven experience in building or transforming ITSM capabilities from scratch or through major transitions.
• Strong hands-on experience with ServiceNow or equivalent ITSM platforms (SysAid, BMC Helix).
• Deep understanding of ITIL processes including Incident, Problem, Change, CMDB, and IT Asset Management.
• Experience in CMDB architecture design, service mapping, and data governance.
• Experience in IT asset lifecycle management and license governance.
• Strong stakeholder management and ability to drive adoption across global teams.

Good-to-Have

• Experience working in a GCC / global delivery model or vendor transition environment.
• Exposure to ServiceNow CMDB, Discovery, Service Mapping, and ITAM modules.
• Familiarity with cloud platforms (Azure, AWS) and hybrid environments.
• Experience with Agile product management and backlog prioritization.

Certifications (Preferred)

• ITIL v4 (Foundation / Managing Professional / Strategic Leader)
• ServiceNow Certifications (ITSM, CMDB, ITAM)
• Certified Scrum Product Owner (CSPO)

Education

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field