Senior Technical Product Manager, IT Service Management

The role

You will own Oura's IT service management (ITSM) and employee service management (ESM) platforms. You will lead the migration from a legacy ITSM tool to a modern, AI-native platform and expand service management to teams like HR, Finance, Legal, and Security.

What you will do

• Lead the migration from legacy ITSM platform to a modern, AI-native one
• Design requests, catalog items, and knowledge from the worker's point of view
• Own the platform as a product with a single roadmap and backlog
• Govern the service catalog and request fulfillment
• Own the knowledge management function
• Define how AI agents operate in service management
• Build a repeatable onboarding model for ESM
• Keep the platform audit-ready for SOX, SOC 2, and HIPAA controls
• Work hands-on in the platform and with engineers on configuration, integrations, and automation

Required qualifications

• 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)
• 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
• Experience designing access-request and fulfillment workflows integrated with an identity provider or identity governance platform
• Experience applying AI in a service desk
• Technical depth with REST APIs, webhooks, SSO and SCIM, JSON data models, LLM and agent integrations, and scripting in Python or JavaScript
• A track record of running a platform as a product for multiple internal customer teams
• Clear written and verbal communication

Nice to have

• 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
• ESM experience with non-IT teams such as HR, Facilities, or Legal
• 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

Benefits

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Ōura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off
• 13 paid holidays
• 8 days of flexible wellness time off
• Paid sick leave
• Paid parental leave

Before you apply

• Not considering candidates residing in Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI)

About the company

ŌURA's mission is to empower every person to own their inner potential. Their products help a global community gain knowledge of readiness, activity, and sleep quality using the Oura Ring and connected app.