Sr Staff Product Manager - Cross-APEX Licensing and Entitlement

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Role Overview:

The Director Cross-APEX Licensing and Entitlement Product Management is the centralized owner connecting end-to-end licensing, entitlement, metering, usage, aggregation, and governance requirements across multiple business units and platform systems. This is an inbound product management role focused on internal systems governance, cross-organizational alignment, and delivery coordination. 

This role operates across entitlement management, metering governance, licensing compliance, and consumption-based business model infrastructure. It establishes the single source of truth for how entitlement and usage data is defined, processed, flows across systems, and enforces compliance and audit standards globally. It is the connective tissue between Product, Engineering, Pricing, Legal, Finance, and Compliance teams. 

What You'll Own: 

• Governance & Intake
  Establish and lead a cross-functional governance board that serves as the single intake point for all licensing, entitlement, metering, and usage-related requirements. 
  • Define and manage the intake process across all participating teams 
  • Assess cross-system impacts before work enters engineering backlogs 
  • Drive prioritization across teams with independent roadmaps and release cycles 
  • Own the governance model, operating cadence, and review board charter 
  • Lead executive reviews for new or modified meters, entitlements, roles, and licensing policies 
• Entitlement & Usage Data Governance 
  Own the end-to-end definition, documentation, and governance of entitlement, licensing, and usage data across the platform ecosystem. 
  • Maintain the authoritative entitlement and usage data model 
  • Document data flows, integrations, system interfaces, and dependencies 
  • Identify architectural gaps, overlaps, risks, and compliance issues 
  • Serve as the subject matter expert for cross-system interactions 
  • Partner with Legal and Compliance to define licensing rules, audit controls, and escalation processes 
• Licensing Strategy, Standards & Tooling 
  Define the vision, standards, and tooling that enable scalable, compliant licensing and metering across ServiceNow products. 
  • Establish licensing and metering governance aligned to commercialization, compliance, and product strategy 
  • Develop a multi-year roadmap supporting subscription and consumption-based business models 
  • Drive tooling for entitlement management, usage tracking, license validation, and audit readiness 
  • Create frameworks, templates, and guidance for product teams defining roles, entitlements, and meters 
  • Lead training, enablement, and adoption of governance standards 
• Release Integration & Cross-System Coordination 
  ​​​​​​​Ensure successful delivery of entitlement and usage-related changes across a complex, distributed systems landscape. 
  • Coordinate cross-team release planning and integration for interdependent changes 
  • Proactively identify and escalate integration and testing risks 
  • Establish repeatable testing processes for downstream impact validation 
  • Provide visibility into cross-system dependencies, risks, and delivery readiness 

Why Cross-APEX: 

ServiceNow's shift to AI-native and consumption-based models has exposed gaps in how entitlement, licensing, and usage data flows across interconnected systems. Teams operate on separate roadmaps with no unified intake, governance, or compliance framework. But this fragmentation is also your opportunity to build something transformational—centralizing what's been scattered to eliminate release friction, enable faster shipping, and give the organization the visibility and compliance controls it needs to scale.

Qualifications

Required 

• 12+ years of program or product management experience in complex, cross-functional technical environments 
• Experience with AI usage, consumption, pricing, and packaging models 
• Customer engagement experience deriving customer insights and translating those into product roadmaps 
• Demonstrated experience driving alignment across engineering organizations with independent delivery cycles and tooling 
• Strong technical fluency—ability to understand and document system architectures, data models, integration flows, and compliance requirements without subject matter expert support 
• Proven ability to establish governance processes, intake frameworks, and compliance controls that are adopted and sustained across organizations 
• Experience managing backlogs, roadmaps, and release coordination in environments with competing priorities, multiple stakeholders, and misaligned delivery cycles 
• Excellent written and verbal communication skills—ability to translate technical complexity into clear executive narratives and cross-team documentation 
• Experience with cross-organizational program coordination and cross-tool dependency management 

Preferred 

• Familiarity with entitlement, licensing, subscription management, or metering systems in a SaaS or enterprise software context 
• Experience working across multiple organizations in delivery models with interdependent systems 
• Working knowledge of multiple development tooling environments and the challenges of cross-tool dependency visibility 
• Prior experience running formal governance boards, review committees, or intake processes 
• Experience with compliance and audit requirements in licensing and subscription contexts 
• Background in consumption-based or usage-based business model infrastructure 
• Understanding of commercial model evolution and its technical dependencies 

For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

For positions in this location, we offer a base pay of <<ENTER RANGE HERE>>, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. 

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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