Senior Technical Product Manager, IT Service Management

Remote · North America · USD 143,000-169,000 · 6+ years experience · Remote · Posted Oct 13, 2026

At a glance

Oura is seeking a hands-on Senior Technical Product Manager to own the company's IT service management (ITSM) and employee service management (ESM) platforms.
The role involves leading the migration from a legacy ITSM platform to a modern, AI-native platform and extending service management capabilities to teams across HR, Finance, Legal, and Security.
The position requires evaluating tools without bias and working hands-on to configure, integrate, and ship solutions.

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 by designing requests, catalog items, and knowledge from the worker's point of view and using feedback and service data to remove friction.
Own the platform as a product with 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, deciding what gets added, changed, or retired and moving requests from manual work toward automated and identity-governed fulfillment.
Own the knowledge management function, establishing standards, structure, and governance that make knowledge accurate and findable for people and AI agents alike.
Define how AI agents operate in service management, including which requests they resolve, which they route to a human, and setting accuracy thresholds and guardrails.
Build a repeatable onboarding model for ESM so non-IT service teams can adopt a consistent service experience on the platform that fits them.
Keep the platform audit-ready by designing change, incident, and access workflows that produce the evidence required for SOX, SOC 2, and HIPAA controls.
Work hands-on in the platform and with engineers on configuration, integrations, and automation, and direct vendor and partner work where needed.

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.
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, and scripting in Python or JavaScript.
A track record of running a platform as a product for multiple internal customer teams, including prioritizing across competing demand.

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, including controlled vocabularies, taxonomy, metadata standards, content governance, and grounding AI agents in governed knowledge with source citation
ESM experience with non-IT teams such as HR, Facilities, or Legal, including handling sensitive employee data
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

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