ServiceNow Portfolio Manager

Job Description

The ServiceNow Portfolio Manager will own the M&A and Emerging Products portfolio, focusing on the introduction, integration, evolution, and commercialization of new ServiceNow capabilities.

The role requires someone capable of taking emerging concepts from Idea Design Build Run Retire, while evaluating business demand, identifying new opportunities, coordinating cross-functional stakeholders, and establishing scalable ServiceNow products and accelerators.

Candidates should have strong ServiceNow product/platform knowledge combined with experience in new product introduction, emerging technology, enterprise transformation, M&A integration, or 0-to-1 product development.

Key Responsibilities

• Own the lifecycle of emerging ServiceNow products and capabilities from concept through production and retirement.
• Develop product strategy, vision, roadmap, investment priorities, and adoption plans for emerging capabilities.
• Identify opportunities created by new ServiceNow technologies, platform capabilities, acquisitions, business transformations, and evolving customer requirements.
• Lead assessment and integration planning for ServiceNow capabilities associated with M&A and organizational transformation.
• Translate emerging technology into scalable, repeatable ServiceNow products and solutions.
• Provide hands-on ServiceNow platform expertise during product discovery, design, configuration, build, implementation, and launch.
• Design and build reusable accelerators, frameworks, implementation patterns, and delivery assets for emerging products.
• Coordinate with ServiceNow Product Business Units regarding new products, releases, roadmap changes, acquisitions, and strategic capabilities.
• Act as an external ServiceNow SME during customer discovery, workshops, demonstrations, and transformation initiatives.
• Own sustaining engineering, enhancements, product optimization, and CSI after launch.
• Evaluate portfolio demand and prioritize opportunities based on customer value, strategic importance, technical feasibility, adoption, and investment requirements.
• Track customer adoption, CSAT, utilization, demand, business value, and product performance.
• Lead pilot programs and customer validation initiatives before broader product launches.
• Develop launch plans, enablement materials, implementation guidance, and delivery frameworks.
• Work with engineering, architecture, consulting, sales, customer success, and Business Units to move emerging products into production.
• Identify opportunities to incorporate AI, automation, Agentic AI, Now Assist, workflow automation, and other emerging ServiceNow capabilities.
• Establish repeatable processes for taking new ServiceNow capabilities from concept to generally available offerings.

Preferred Experience

• Strong ServiceNow platform experience.
• ServiceNow Product Management, Portfolio Management, Platform Ownership, or Enterprise Architecture experience.
• Experience with 0-to-1 product development, emerging technologies, NPI, transformation, or M&A integration.
• Strong understanding of ServiceNow architecture, configuration, integrations, workflows, and enterprise implementations.
• Experience evaluating new ServiceNow products and determining business applicability.
• Experience developing reusable ServiceNow accelerators and delivery frameworks.
• Strong stakeholder management across Business Units, Engineering, Architecture, customers, and executive leadership.
• Experience with ServiceNow AI, Agentic AI, Now Assist, Virtual Agent, or automation is highly desirable.