Senior Product Manager, Enterprise Service Management

About the role

The Digital Enterprise Technology Service Management team is building the future of internal IT at Salesforce - not by following legacy playbooks, but by becoming Customer Zero for our own cutting-edge ITSM product built natively on the Salesforce Platform. As Senior Product Manager for Core Service Management, you'll own the multi-year roadmap for the practices that form the backbone of ITSM business operations at Salesforce: Change Management, Release Management, Technical Catalog, Resiliency, Application Portfolio Management, Service Catalog, CMDB, and Incident and Problem Management. This role is a rare opportunity to shape how a world-class technology company operates internally - using its own most innovative tools to do it.

Responsibilities

• 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

• Required Qualifications
• 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
• Experience with Data Cloud or comparable real-time data ingestion and harmonization with Salesforce platforms
• Familiarity with SRE principles and site reliability tooling in large enterprise environments
• Experience building Tableau dashboards or equivalent operational metrics frameworks
• Prior experience in a Customer 0 or internal platform role at a technology company
• Knowledge of ITSM tooling migrations or platform consolidation programs
• A related technical degree
• Why Join?

Benefits

Additional Information

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Product Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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