Senior Staff Product Manager - Observability

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are looking for an AI-native product leader with a strong background in network observability, cloud networking, or infrastructure platforms to drive the next generation of intelligent, compliance-aware observability for hyperscaler and sovereign cloud environments.

This role goes beyond traditional monitoring — you will design and deliver capabilities that leverage AI/ML, LLMs, and agentic automation to:

• Predict network degradations before they impact services.
• Automate compliance validation for sovereign workloads.
• Orchestrate autonomous remediation workflows that minimize human intervention.

You will own the end-to-end product lifecycle, from vision and architecture definition to adoption and continuous improvement, ensuring network observability evolves into a self-healing, compliance-assured platform.

What you get to do in this role:   

Strategic Leadership

• Define and execute a multi-year AI-native network observability strategy spanning hyperscale and sovereign cloud deployments.
• Establish a vision for predictive, automated observability — moving from reactive monitoring to autonomous, intelligence-driven operations.
• Anticipate technology and regulatory changes (AI governance, sovereign cloud evolution, hyperscaler service updates) to keep the platform ahead of the curve.

AI-Enhanced Platform Development

• Design and deliver AI/ML-powered telemetry pipelines that analyze high-volume network data (flow logs, packet captures, metrics) for anomalies and degradation patterns.
• Embed LLM-based reasoning agents for root cause analysis, network impact assessment, and remediation recommendations.
• Implement agentic AI workflows to:
  • Detect compliance deviations (data residency, encryption policy breaches).
  • Automate configuration drift detection and corrective actions.
  • Simulate network failure scenarios for resilience validation.
• Integrate with hyperscaler-native capabilities, ensuring AI inference models work in both standard and sovereign cloud environments.

Sovereign Cloud Compliance & Autonomy

• Build observability solutions that are compliance-aware by design:
  • Sovereign-certified encryption and key management.
  • Data residency assurance for AI training datasets.
  • Role-based, jurisdiction-compliant access to AI insights and telemetry.
• Ensure AI models are trained and executed in sovereign-compliant environments without violating jurisdictional restrictions.
• Support air-gapped and low-connectivity deployments with edge AI inference capabilities.

Cross-Organizational Collaboration

• Partner with SRE, cloud networking, compliance, and AI/ML engineering teams to deliver production-grade AI observability features.
• Collaborate with governance teams to align AI observability outputs with audit, risk, and compliance frameworks.
• Drive alignment with architecture and operations teams to standardize AI-driven operational playbooks.

Measurement & Optimization

• Define AI performance KPIs such as prediction accuracy, false positive rates, automated resolution percentage, and compliance drift detection rate.
• Continuously refine AI models using telemetry feedback loops, ensuring high accuracy and relevance.
• Measure operational impact — reductions in MTTR, incident frequency, and compliance breach risk.

To be successful in this role you have:

• 10+ years in product management or platform ownership in networking, observability, or cloud infrastructure.
• 3+ years of experience integrating AI/ML into products.
• Deep understanding of network protocols, routing, telemetry standards (NetFlow, sFlow, IPFIX), and packet analysis.
• Proven experience with hyperscaler networking architectures (AWS, Azure, GCP) and sovereign cloud environments.
• Familiarity with AI/ML frameworks (TensorFlow, PyTorch) and LLM integration into operational systems.
• Understanding of compliance frameworks (GDPR, FedRAMP, CMMC) and their implications on AI data handling.
• Proficiency with observability stacks (OpenTelemetry, Prometheus, Grafana, Splunk) and automation tooling.

Preferred Qualifications

• Experience designing AI-native observability platforms for regulated, multi-cloud environments.
• Background in agentic AI workflows for infrastructure operations.
• Expertise in air-gapped AI deployments and sovereign-compliant ML pipelines.
• Track record of delivering autonomous network remediation systems.

Key Competencies

• Visionary Leadership – Can set and drive a roadmap for AI-native observability evolution.
• AI Fluency – Understands how AI/ML models are built, deployed, and improved.
• Compliance Acumen – Navigates regulatory impacts on AI-powered telemetry and automation.
• Execution Discipline – Delivers at scale with high reliability and security.
• Influence & Alignment – Brings AI, networking, and compliance stakeholders to consensus.

GCS-23

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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