Senior Technical Product Manager, IT Service Management

Job description

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles. Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. 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. What You Will Do: 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. What you'll bring 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 scrip