Senior Technical Product Manager, IT Service Management

We are looking for a hands-on Senior Technical Product Manager to own Oura's IT service management (ITSM) and employee service management (ESM) platforms. You will lead our move off a legacy ITSM tool to a modern, AI-native platform, then bring service management to teams like HR, Finance, Legal, and Security on whichever platform or platforms fit them best. You will be fluent in ITSM theory, comfortable evaluating tools without bias, and willing to roll up your sleeves to configure, integrate, and ship. Above all, you will care about the people on the other side of every request and work to make getting help easy and seamless.

• →Lead the migration from our legacy ITSM platform to a modern, AI-native one, from data model, workflow, and catalog design through integrations, cutover, and decommission, with no loss in service levels or employee satisfaction
• →Be the voice of the employee. Design requests, catalog items, and knowledge from the worker's point of view so getting help is easy and frictionless, and use feedback and service data to keep removing friction
• →Own the platform as a product: a single roadmap and backlog, clear intake, and prioritization criteria that every service team can see and trust
• →Govern the service catalog and request fulfillment. Decide what gets added, changed, or retired, and move requests from manual work toward automated and identity-governed fulfillment
• →Own the knowledge management function: the standards, structure, and governance that make knowledge accurate and findable for people and AI agents alike, while individual teams keep ownership of their own content
• →Define how AI agents operate in service management: which requests they resolve, which they route to a human, and the accuracy thresholds and guardrails behind each
• →Build a repeatable onboarding model for ESM so non-IT service teams can adopt a consistent service experience, whichever platform fits them (intake, catalog, workflows, knowledge, reporting, access controls)
• →Keep the platform audit-ready by designing change, incident, and access workflows that produce the evidence our SOX, SOC 2, and HIPAA controls require
• →Work hands-on in the platform and with engineers on configuration, integrations, and automation, and direct vendor and partner work where needed

This is a remote role based in the US.

• 6+ years in IT service management, service platform, or internal-tools product roles
• Led at least one end-to-end ITSM or ESM tool implementation or migration through go-live
• Strong grounding in ITSM concepts and practices (ITIL or equivalent), and the judgment to evaluate platforms on their merits rather than loyalty to one vendor
• Hands-on depth with a modern service management platform, including service catalog, workflow and SLA configuration, knowledge management, and reporting
• Experience with an AI-native ITSM platform (such as Atomicwork or Serval), or with Jira Service Management, Freshservice, or similar
• Working knowledge of ServiceNow, including its data model, workflows, and administration, and how to get data and configuration back out of it
• Experience designing access-request and fulfillment workflows integrated with an identity provider or identity governance platform
• Experience applying AI in a service desk: knowledge grounding, intent classification and routing, automated resolution, accuracy evaluation, guardrails, and human handoff
• Technical depth to make and defend design calls with engineers: REST APIs, webhooks, SSO and SCIM, JSON data models, LLM and agent integrations (such as MCP and tool calling), and scripting in Python or JavaScript
• A track record of running a platform as a product for multiple internal customer teams, including prioritizing across competing demand
• Genuine empathy for the people you serve, with a record of simplifying service experiences and removing friction for employees
• Clear written and verbal communication, including translating platform trade-offs for service owners outside IT
• Daily use of AI assistants, agents, and AI-assisted build tools (such as Claude, Claude Code, or Cursor) to ship scripts, reports, and prototypes, with good judgment about when to verify output and when AI is the wrong tool

• Experience with identity governance, including birthright and role-based access models
• CMDB or asset-management data modeling, including device lifecycle integrations
• Knowledge management program experience, including controlled vocabularies, taxonomy, and metadata standards; content governance and ongoing stewardship; and grounding AI agents in governed knowledge with source citation (retrieval-augmented generation, or RAG, design beyond vendor defaults)
• ESM experience with non-IT teams such as HR, Facilities, or Legal, including handling sensitive employee data
• SOX ITGC experience in a pre-IPO or public company
• Familiarity with iPaaS tools such as Workato
• Experience supporting distributed teams across US and EMEA time zones
• ITIL 4 certification