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.
What You'll Be Doing
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
What We're Looking For
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
Preferred Qualifications
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?
This role places you at the intersection of Salesforce's most advanced technologies and its most critical internal operations. You'll have a direct line of influence into how Salesforce's own products evolve — with the opportunity to shape not just internal IT, but the direction of enterprise service management as a product category. You'll work with a team that values bold thinking, operational rigor, and a genuine commitment to making work better for everyone at Salesforce.