Oura
Senior Technical Product Manager, IT Service Management
$117K–$169K
Remote - United States +1 · Remote · Manager · Full-time · Posted Oct 13, 2026
- Location
- Remote - United States
North America - Experience
- 6+ years in IT service management, service platform, or internal-tools product roles; must have led at least one end-to-end ITSM or ESM implementation or migration through go-live.
About the job
Own Oura’s IT and employee service management platforms, leading an ITSM migration and expanding service management to non-IT teams.
What you'll do
- Lead the ITSM platform migration from design through cutover and decommission, maintaining service levels and employee satisfaction.
- Own platform roadmap, service catalog, request fulfillment, knowledge management, and employee experience.
- Define AI-agent policies and support ESM adoption, integrations, automation, and audit-ready workflows.
What they ask for
- At least one end-to-end ITSM or ESM implementation or migration through go-live.
- Strong ITSM knowledge (ITIL or equivalent) and hands-on experience configuring a modern service management platform.
- Experience with AI in service desks, including grounding, routing, automated resolution, evaluation, guardrails, and human handoff.
- Technical depth with REST APIs, webhooks, SSO and SCIM, JSON, scripting in Python or JavaScript, and LLM or agent integrations.
Nice to have
- Identity governance, CMDB or asset-management data modeling, knowledge-management programs, or non-IT ESM experience.
- ITIL 4 certification, Workato familiarity, SOX ITGC experience, or experience supporting US and EMEA teams.
Pay
$143,000 - $169,000 USD (base salary); $130,000 - $153,000 USD (base salary); $117,000 - $138,000 USD (base salary)
Tools
ServiceNow, Atomicwork, Serval, Jira Service Management, Freshservice, REST APIs, Python, JavaScript
AI focus
Migrate to an AI-native ITSM platform and define AI-agent resolution, routing, accuracy thresholds, and guardrails; apply AI to knowledge grounding, intent classification, automated resolution, evaluation, and human handoff.
Model-written summary · the original posting is authoritative