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Salary: USD 117,000 - 169,000 / annual
Oura is seeking a Senior Technical Product Manager to own the company's IT Service Management (ITSM) and Employee Service Management (ESM) platforms. This is a hands-on role that combines product strategy, platform engineering, and deep technical expertise.
You will lead Oura's migration from a legacy ITSM tool to a modern, AI-native platform, then expand service management capabilities to HR, Finance, Legal, and Security teams. Your responsibilities include:
- Owning the end-to-end migration from legacy ITSM to a modern platform, managing data models, workflows, catalog design, integrations, cutover, and decommissioning with zero service-level degradation
- Designing the employee experience: request workflows, catalog items, and knowledge bases from the worker's perspective to minimize friction
- Managing the platform as a product with a unified roadmap, backlog, intake process, and transparent prioritization criteria across all service teams
- Governing the service catalog and request fulfillment, deciding what gets added/changed/retired and automating manual workflows
- Owning knowledge management standards, structure, and governance to ensure accuracy and discoverability for both humans and AI agents
- Defining AI agent behavior in service management: which requests they resolve, which they escalate, and accuracy thresholds/guardrails
- Building a repeatable ESM onboarding model for non-IT teams to adopt consistent service experiences across platforms
- Ensuring audit readiness by designing change, incident, and access workflows that produce SOX, SOC 2, and HIPAA compliance evidence
- Working hands-on with engineers on platform configuration, integrations, automation, and vendor/partner management
You will report to leadership and work cross-functionally with IT, HR, Finance, Legal, and Security teams. This role requires both strategic thinking and tactical execution—you'll spend time in platform configuration, API integrations, and scripting alongside high-level product decisions.
REQUIREMENTS:
- 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); ability to evaluate platforms on merit rather than vendor loyalty
- Hands-on depth with a modern service management platform: service catalog, workflow/SLA configuration, knowledge management, reporting
- Experience with an AI-native ITSM platform (Atomicwork, Serval) or Jira Service Management, Freshservice, or similar
- Working knowledge of ServiceNow: data model, workflows, administration, and data/configuration extraction
- Experience designing access-request and fulfillment workflows integrated with identity providers or identity governance platforms
- Experience applying AI in service desk contexts: knowledge grounding, intent classification/routing, automated resolution, accuracy evaluation, guardrails, human handoff
- Technical depth to design and defend decisions with engineers: REST APIs, webhooks, SSO/SCIM, JSON data models, LLM/agent integrations (MCP, tool calling), Python or JavaScript scripting
- Track record running a platform as a product for multiple internal customer teams with competing demand prioritization
- Genuine empathy for end users; demonstrated ability to simplify service experiences and remove friction
- Clear written and verbal communication; ability to translate platform trade-offs for non-IT service owners
- Daily use of AI assistants/agents and AI-assisted build tools (Claude, Claude Code, Cursor) to ship scripts, reports, prototypes; good judgment on verification and tool selection
NICE TO HAVE:
- Identity governance experience (birthright, role-based access models)
- CMDB or asset-management data modeling with device lifecycle integrations
- Knowledge management program experience: controlled vocabularies, taxonomy, metadata standards, content governance, RAG design beyond vendor defaults
- ESM experience with non-IT teams (HR, Facilities, Legal) handling sensitive employee data
- SOX ITGC experience in pre-IPO or public companies
- Familiarity with iPaaS tools (Workato)
- Support for distributed US and EMEA time zones
- ITIL 4 certification
