Senior Manager, IT Service Management – Product Lead

Pfizer

Pfizer ITSM product lead owning ServiceNow services, roadmaps, and enterprise operations. Leading ITSM teams, automation, compliance, analytics, releases, and user experience across global pharmaceutical technology.

Posted 8/17/2026full-timeGroton • Connecticut, Florida, New York • 🇺🇸 United StatesSenior💰 $139,100 - $231,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management, focusing on product ownership, process optimization, and compliance within enterprise environments. Proficient in managing product roadmaps, agile methodologies, and team development while leveraging data analytics for continuous improvement.

Highest-signal resume keywords

IT Service Management Product OwnershipServiceNow ITSM/ITOM ModulesAgile MethodologiesITIL Foundations CertifiedProduct Roadmap Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product ManagementServiceNow Best PracticesData AnalyticsContinuous Integration/Continuous DeploymentProcess OptimizationSoftware/System ArchitectureChange ManagementRelease ManagementIncident ManagementProblem Management

Soft Skills

Collaborative MindsetAdaptability to ChangeProactive Problem-SolvingExcellent Communication Skills

Tools & Technologies

ServiceNowAgile ToolsData Transformation Tools

Certifications & Qualifications

ITIL Foundations Certified V4ITIL Foundations Certified V5ITIL Master Certification

Industry Keywords

Enterprise SoftwareComplianceRegulatory RequirementsService ManagementITSM Processes

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Own the IT Service Management product features, roadmap, and customer experience across on-premises and cloud environments
Serve as the product owner for Incident, Problem, Change, and Service Request processes
Lead ITSM Process Owners and Product Leads to design and shape ITSM service offerings
Collaborate with product owners, creation centers, engineering, operations IT process stewards, and compliance and regulatory risk management
Align ITSM capabilities with broader IT and business strategy and service management maturity goals
Ensure ITSM processes support audit, compliance, and regulatory requirements
Manage service management solutions through inception, execution, launch, and landing
Create and implement a continuous integration/continuous deployment strategy focused on automation
Support development issues, process issues, bug fixes, and enhancement delivery using an agile approach
Partner with the Service Management Data and Analytics group to design and implement data transforms and data solutions
Manage day-to-day operations and ongoing work activity for colleagues and contingent workers
Use data and analytics to identify process bottlenecks and automation opportunities
Oversee testing, UAT, and release management for platform changes
Ensure documentation, training materials, and change communications accompany releases
Demonstrate product impact, promote adoption, and coach junior Product Analysts as needed

Requirements

What you’ll need

Bachelor’s degree in a technical field
Minimum 6 years of experience as a product owner in ServiceNow across multiple modules and capabilities, with a strong focus on ITSM/ITOM modules
Experience applying ServiceNow best practices in an enterprise environment
Minimum 4 years of product management experience within an enterprise software environment
Experience managing and developing teams
6 years of ITSM and/or Service Management support in an enterprise environment
ITIL Foundations Certified, V4
Experience creating product roadmaps from conception to launch, driving product vision, defining go-to-market strategy, and leading design discussions
Fluency in software/systems architecture, design, and implementation
Experience in an agile work environment
Collaborative mindset, adaptability to change, and proactive problem-solving approach
Excellent written and oral communication skills
Candidates must be authorized to be employed in the U.S. by any employer
This position requires permanent work authorization in the United States
U.S. work visa sponsorship is not available now or in the future
Master’s degree in a technical field preferred
ITIL Foundations Certified, V5 preferred
ITIL Master Certification preferred

Benefits

Comp & perks

Pfizer’s Global Performance Plan with a bonus target of 17.5% of base salary
Eligibility to participate in Pfizer’s share based long term incentive program
401(k) plan with Pfizer Matching Contributions
Additional Pfizer Retirement Savings Contribution
Paid vacation
Paid holiday and personal days
Paid caregiver/parental and medical leave
Medical coverage
Prescription drug coverage
Dental coverage
Vision coverage
Relocation assistance may be available based on business needs and/or eligibility