Senior Product Manager (Enterprise Service Management)

Join Salesforce as a Senior Product Manager for Core Service Management. In this role, you will own the multi-year roadmap for key ITSM practices and lead the transition to a modern, agile product operating model. You will also serve as Customer Zero for Salesforce's ITSM product and manage the product backlog using Agile/Scrum best practices. This is a unique opportunity to shape the internal operations of a world-class technology company using its own innovative tools.

• Définir et exécuter une feuille de route produit de 12 à 18 mois pour les capacités ITSM de base, en équilibrant les compromis techniques, la valeur commerciale et le risque opérationnel.
• Diriger la transition des modèles de processus ITIL traditionnels vers un modèle opérationnel de produit moderne et agile, ancré dans les principes DevOps et SRE.
• Gérer le backlog produit en utilisant les meilleures pratiques Agile/Scrum, en filtrant les demandes et en concentrant l'attention sur les initiatives à fort impact.
• Practical experience developing agentic capabilities, AI/ML-driven workflows, or autonomous agents (e.g., Agentforce or comparable platforms)
• Track record of influencing cross-functional teams — including engineering, security, and business units — without formal authority
• Deep, practical knowledge of IT Service Management frameworks (ITIL) alongside modern DevOps, CI/CD, and Infrastructure as Code (IaC) practices
• 7+ years of professional experience in large-scale software product management, technical program management, or software engineering in infrastructure organizations
• Hands-on experience working natively on the Salesforce Platform — including Service Cloud, Flow, and Core Metadata frameworks
• Proven experience designing data structures and technical relationships for a CMDB or application catalog at scale
• 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
• Knowledge of ITSM tooling migrations or platform consolidation programs
• A related technical degree
• Experience building Tableau dashboards or equivalent operational metrics frameworks
• Prior experience in a Customer 0 or internal platform role at a technology company
• Familiarity with SRE principles and site reliability tooling in large enterprise environments
• Experience with Data Cloud or comparable real-time data ingestion and harmonization with Salesforce platforms