ITSM Technical Product Manager

Position Summary

The Senior Technical Product Manager (ITSM Onboarding Lead) is responsible for planning, coordinating, and executing the successful onboarding of new business partners and acquired entities onto the Optum ITSM platform. This role serves as the primary delivery lead for ITSM onboarding engagements, ensuring alignment to Optum standards across Incident, Change, Problem, CMDB, Service Catalog, Knowledge, Event Management, and Reporting practices. Blending program leadership, process expertise, and cross-functional coordination, you will act as the single point of accountability from onboarding kickoff through go-live and early stabilization to deliver a seamless onboarding experience.

Primary Responsibilities

• Lead end-to-end ITSM onboarding engagements from initial kickoff through go-live and transition to steady-state operations.
• Own the creation, maintenance, and execution of comprehensive onboarding plans, milestones, and delivery cadences across discovery, build, readiness, and launch phases.
• Facilitate ITSM onboarding kickoff sessions, process workshops, and recurring checkpoints with business partners and internal delivery teams.
• Guide partners through the adoption of standard ITSM processes, governance models, and required controls, including Incident, Problem, Change, CMDB, Service Catalog, Knowledge, Event Management, and Reporting.
• Partner with ITSM practice owners and platform engineers to validate process fit, ServiceNow configuration needs, and onboarding readiness.
• Coordinate across internal ITSM practice teams to drive critical onboarding outcomes, manage dependencies, and mitigate delivery risks.
• Serve as the primary point of contact and liaison for onboarding communications, status reporting, and next steps to partner leadership and delivery teams.
• Capture onboarding lessons learned and drive continuous improvement of ITSM onboarding processes, templates, and playbooks.

Required Qualifications

• 5+ years of experience in IT Service Management (ITSM) delivery, implementation, or transformation.
• 3+ years of hands-on experience utilizing the ServiceNow platform to manage ITSM workflows and capabilities.
• 3+ years of experience managing project schedules, milestones, risks, and dependencies across cross-functional teams.
• 2+ years of experience leading end-to-end onboarding, migrations, or systems integration projects for business partners or acquired entities.
• 2+ years of experience facilitating process workshops, kickoff sessions, and delivery meetings with external partners and business leadership.
• Ability to work during US business hours to collaborate with North American business partners.

Preferred Qualifications

• ITIL Foundation (v3 or v4) Certification.
• Prior experience supporting mergers, acquisitions, or large-scale enterprise partner onboarding efforts.
• Background working in healthcare, highly regulated environments, or large-scale global enterprise technology organizations.
• Strong negotiation, conflict resolution, and consensus-building skills with a proven track record of gaining respect from external and internal teams.
• Bachelors degree in Computer Science, Information Technology, Business Administration, or a related field.