Senior Technical Product Manager, IT Service Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Product Manager, IT Service Management based in Canada. The Senior Technical Product Manager will lead the evolution of internal service management platforms, overseeing the transition from a legacy IT service management system to a modern, AI-native solution. This role will also expand employee service management capabilities across functions such as HR, Finance, Legal, and Security, creating consistent and seamless experiences for employees. Combining product strategy with hands-on technical execution, the successful candidate will own platform roadmaps, service catalogs, knowledge management, workflow automation, and AI-enabled service delivery. Working closely with engineers, service owners, and external partners, this leader will ensure that platforms are scalable, secure, intuitive, and aligned with business needs. The role offers an opportunity to shape how employees access support, improve operational efficiency, and establish responsible AI practices within a distributed, technology-driven environment. Accountabilities - Lead the end-to-end migration from a legacy IT service management platform to a modern, AI-native solution, covering data models, workflow design, service catalogs, integrations, cutover, and decommissioning while maintaining service quality and employee satisfaction. - Champion the employee experience by designing intuitive service requests, catalog items, and knowledge resources that make finding help and resolving issues simple and efficient. - Own the service management platform as a product, maintaining a unified roadmap and backlog, clear intake processes, and transparent prioritization criteria for internal service teams. - Govern the service catalog and request fulfillment lifecycle, deciding which services to introduce, modify, or retire and shifting manual processes toward automated, identity-governed fulfillment.

- Lead knowledge management strategy, defining standards, structures, and governance to ensure information remains accurate, accessible, and useful for employees and AI agents while preserving content ownership within individual teams. - Define responsible AI agent workflows, determining which requests can be resolved automatically, when human intervention is required, and what accuracy thresholds, safeguards, and escalation paths must be in place. - Establish a repeatable employee service management onboarding model for non-IT teams, including intake, catalogs, workflows, knowledge, reporting, and access controls, while selecting platforms based on each team's needs. - Design change, incident, and access-management workflows that generate reliable audit evidence and support compliance with SOX, SOC 2, and HIPAA control requirements. - Work directly with service management platforms and engineering teams on configuration, integrations, scripting, and automation, while coordinating vendor and implementation partner contributions as needed. - Collaborate with internal service owners to align platform capabilities with operational priorities, resolve competing demands, and deliver measurable improvements in service quality and employee satisfaction. - Monitor service performance, identify opportunities to reduce friction, and use employee feedback and service data to continuously improve workflows and outcomes. Requirements: - At least 6 years of experience in IT service management, service platform management, or internal-tools product roles. - Proven experience leading at least one complete IT service management (ITSM) or employee service management (ESM) implementation or migration through go-live. - Strong understanding of ITSM principles and practices, including ITIL or an equivalent framework, with the ability to evaluate platforms objectively rather than favoring a specific vendor.