Job Title: Product Success Manager - AICT

Location – EMEA / UK

Description:

Service Now is the industry-leading platform for enterprise AI governance and digital transformation. Our AI Control Tower (AICT) solution enables organizations to achieve responsible AI adoption at scale—managing AI inventory, assessing risks, ensuring regulatory compliance, and driving operational excellence.

To sustain our explosive growth in the AI governance space, we are looking for customer-focused professionals who are passionate about helping enterprises navigate the rapidly evolving AI landscape. We seek talented individuals who thrive at the intersection of technology, regulatory compliance, and customer success.

The Product Excellence (PEx) team leverages deep product expertise to solve implementation and adoption challenges for customers. We collaborate with product and cross-functional teams, sharing customer insights to drive innovation, scale, and product improvements.

We are seeking a Product Excellence Manager who will drive customer adoption and success through strategic engagement, workshops, and enablement—serving as the trusted advisor who translates AI governance requirements into successful AICT implementations.

People who are more interested in how things could become.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out.

What you get to do in this role:

Customer Engagement & Adoption

Guide customers through AI governance implementations, including AI inventory management, risk assessments, compliance workflows, and control attestations.

Support customer engagements focused on EU AI Act compliance, responsible AI practices, and enterprise AI governance frameworks.

Build trusted customer relationships by coupling AI governance expertise with consultative customer engagement.

Product Feedback & Collaboration

Act as the voice of our customers, synthesizing AI governance needs and product feedback for product management teams.

Collaborate with various teams on escalated issues, translating customer impact and business context to inform prioritization.

Contribute to product roadmap discussions by identifying adoption barriers and feature enhancement opportunities.

Scale & New Product Introduction (NPI)

Support NPI launches by driving customer readiness, coordinating early adoption programs, and gathering launch feedback.

Create scalable enablement assets including adoption playbooks, configuration guides, best practice documentation, and customer success stories.

Mentor field resources and implementation partners on AI governance best practices and AICT implementation methodologies.

Support configuration of AICT applications, workflows, and portals to meet customer-specific requirements (with Architect support for complex scenarios).

Required Qualifications:

Experience and Background

over 7 years of experience in a B2B client facing role (Customer Success, Business Analyst, Professional Services, or Solution Consulting)

Demonstrated success driving customer adoption and satisfaction for enterprise software solutions

Service Now platform (CMDB, discovery, IT Service maps, dependency map, APIs integrations) experience ideal.

GRC domain SME is an added advantage.

Domain Knowledge

Strong understanding of AI governance concepts, responsible AI frameworks, or regulatory compliance. EU AI Act, NIST AI RMF, or ISO 42001 experience is highly desirable.

Familiarity with enterprise AI ML platforms (Azure AI, AWS Sage Maker, Google Vertex AI) and how organizations deploy AI at scale

Consulting Communication Skills

Excellent communication skills (written and verbal) with strong presentation and facilitation abilities

Demonstrated ability to influence and consult while providing thought leadership on AI risk management and compliance strategies

Solid experience in requirements gathering, workshop facilitation, and creating process documentation

A deep sense of empathy for the customer and genuine passion for helping them succeed

Strong interpersonal skills, customer centric attitude, and ability to work across diverse global teams

Preferred Qualifications:Service Now Certified System Administrator (CSA) certification.5+ years of hands-on Service Now platform experience including basic configuration and workflow design.

Experience supporting NPI launches or early adopter programs for enterprise software.

Background in creating customer-facing enablement content, playbooks, or training materials.

Degree or equivalent in Information Technology, Business, or related field.

Travel: Less than 10% annually We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

Service Now is an equal opportunity employer, committed to building a diverse and inclusive company where employees feel that they belong. This means that individuals seeking employment at Service Now are considered without regard to race, color, religion or belief, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, or any other characteristic protected by law. If you are an individual with a disability which is likely to affect you during any part of the application process, you may contact us at talent.acquisition@servicenow.com so that we can consider whether we can make any adjustments to the process.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.