Senior Product Manager, Enterprise Service Management

Salesforce

Senior Product Manager leading the ITSM product development at Salesforce. Owning the product roadmap and driving agile changes in service management practices.

Posted 6/5/2026full-timeSan Francisco • California, Washington • 🇺🇸 United StatesSenior💰 $172,500 - $260,100 per yearWebsite

Tech Stack

Tools & technologies

CloudITSMTableau

About the role

Key responsibilities & impact

Define and execute a 12–18 month product roadmap for core ITSM capabilities, balancing technical tradeoffs, business value, and operational risk
Lead the transition from traditional ITIL process models to a modern, agile product operating model grounded in DevOps and SRE principles
Plan, track, and deploy agentic use cases using Agentforce and Data Cloud — replacing manual control points, automating pipeline gating, and enabling predictive operational risk management
Partner closely with the Service Desk and Asset Management Product Managers to break down functional silos and deliver a unified enterprise service delivery experience
Serve as Customer 0 for Salesforce's ITSM product — validating platform capabilities through internal deployment and channeling high-fidelity feedback to Technology & Product engineering teams
Lead the conceptual framework for business capability mapping, aligning App360X (APM), Tech Catalog, and CMDB into a coherent service architecture
Establish composite Service Health Scorecards and Tableau dashboards to track deployment velocity, change failure rates, and enterprise SLA performance
Manage the product backlog using Agile/Scrum best practices, filtering requests and driving focus on the highest-impact initiatives

Requirements

What you’ll need

7+ years of professional experience in large-scale software product management, technical program management, or software engineering in infrastructure organizations
Deep, practical knowledge of IT Service Management frameworks (ITIL) alongside modern DevOps, CI/CD, and Infrastructure as Code (IaC) practices
Proven experience designing data structures and technical relationships for a CMDB or application catalog at scale
Hands-on experience working natively on the Salesforce Platform — including Service Cloud, Flow, and Core Metadata frameworks
Practical experience developing agentic capabilities, AI/ML-driven workflows, or autonomous agents (e.g., Agentforce or comparable platforms)
Demonstrated understanding of SOX compliance frameworks, separation of duties (SoD), and secure software development lifecycles (SSDL)
Exceptional communication skills and executive presence, with the ability to convey complex technical roadmaps and strategic tradeoffs to audiences at all levels
Track record of influencing cross-functional teams — including engineering, security, and business units — without formal authority

Benefits

Comp & perks

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT Service ManagementDevOpsCI/CDInfrastructure as Codedata structuresSalesforce PlatformService CloudAI/ML-driven workflowsagentic capabilitiessecure software development lifecycles

Soft Skills

communication skillsexecutive presenceinfluencing cross-functional teams