Service Management Product Manager

Equinix as a Service Management Product Manager, where you will be responsible for the design, governance, and continual improvement of key processes within the ServiceNow platform. You will collaborate with various teams to drive process maturity and enhance the global Service Management capability and customer experience.

Responsibilities

• Your role will involve prioritizing business and operational requirements, documenting process frameworks, establishing KPIs, and championing process adoption.
• A strong background in ServiceNow enablement and Service Management process implementation is required, along with excellent communication and stakeholder management skills.
• Conception, gouvernance et amélioration continue des processus liés à la gestion des services, y compris le changement, la demande et la connaissance.
• Collaboration avec les équipes commerciales et techniques pour améliorer la maturité des processus et renforcer la capacité de gestion des services d'Equinix.
• Gestion et priorisation du backlog produit ServiceNow pour la gestion des incidents et des problèmes, coordination des déploiements et des améliorations.

Requirements

• Adept at translating complex requirements into simple, actionable steps and fostering alignment across diverse teams
• Experience in continuous improvement frameworks (Lean, Agile, or ITIL CSI) to evolve process maturity
• Proven ability to work independently and manage ambiguity while balancing multiple priorities
• Strong background in ServiceNow enablement and Service Management process implementation, including workflow configuration, automation, and reporting
• Nice to Have: Scrum, Lean Six Sigma, or ServiceNow System Administrator Certification
• Strong analytical and problem-solving skills with the ability to identify improvement opportunities and drive them to completion
• Strategic thinker who is detail-oriented and committed to quality, governance, and scalability

Required: ITIL Certification

• Excellent communication and stakeholder management skills, able to influence across business and technical audiences
• Demonstrated experience in Service Management within large, complex organizations (preferably in a service provider or global operations context)
• Proven ability to manage Service Management processes as products, with experience defining requirements, influencing design decisions, and managing stakeholder expectations