Lead Product Manager Remote

• Incident Management, including Major Incident Management
• Request Fulfillment

At Forged Fiber, our mission is bold but simple: deliver fast, reliable, future-proof connectivity that builds the foundation for everything online. As we execute, we believe the right way to do something is the only way. This foundation guides how the company builds, operates, and maintains a state-of-the-art open-access fiber network platform that empowers millions.

Forged Fiber is about more than building a network. It is about people. Every role matters. Every contribution counts. Together, employees create impact through teamwork, trust, and a shared commitment to excellence.

The Role

Candidates must be authorized to work in the United States without current or future sponsorship.

The ServiceNow ITSM Product Owner is responsible for the vision, roadmap, governance, and continual improvement of FF37's ServiceNow IT Service Management (ITSM) platform. This role serves as the business owner for ITSM capabilities and ensures ServiceNow supports operational excellence, service delivery, governance, and business objectives.

The Product Owner partners with IT Operations, Infrastructure, Security, Application Owners, and business stakeholders to drive process maturity, platform adoption, automation, CMDB governance, and operational resilience.

Work Location – Remote US Nationwide This position does not offer work sponsorship.

The Main Responsibilities

What We Look for in a Candidate

Forged Fiber’s culture is built on honesty, respect, trust, transparency, and a growth mindset. We strive to treat people as they want to be treated, and to operate with consistency, integrity, customer obsession, and courage. We’re looking for top-tier talent to join Forged Fiber that can help us bring this mindset to our everyday work and deliver meaningful results.

Work Location Remote

Main Requirements

ITSM Strategy & Roadmap

• Define and maintain the ServiceNow ITSM roadmap.
• Prioritize platform enhancements and business requirements.
• Assess ServiceNow capabilities beyond ITSM and CMDB and develop recommendations for future platform expansion aligned to business objectives.
• Drive platform enhancements that improve service quality, user experience, automation, and operational efficiency.

Service Management Process Ownership: Serve as the business owner for core ITSM processes including:

• Incident Management, including Major Incident Management
• Request Fulfillment
• Change Enablement
• Problem Management
• Knowledge Management
• Service Catalog Management
• Configuration Management (CMDB)

Responsibilities Include

• Defining process standards and governance.
• Driving process standardization across technology teams.
• Identifying bottlenecks and opportunities for automation.
• Ensuring alignment with ITIL best practices.

ServiceNow Governance and Platform Leadership

• Manage the ServiceNow backlog and enhancement prioritization process.
• Facilitate governance and stakeholder review meetings.
• Partner with ServiceNow administrators, developers, and vendors.
• Ensure platform capabilities align with business priorities and compliance requirements.
• Provide leadership reporting on platform performance and value realization.

Business Continuity, Disaster Recovery & Operational Resilience

• Partners with Business Continuity Disaster Recovery, Infrastructure, Security, and Application Owners to ensure ServiceNow supports FF37's resiliency and recovery objectives.
• Establish governance for service ownership, application ownership, and dependency management data required to support continuity planning and recovery activities.
• Drive prioritization of CMDB, Service Mapping, Discovery, and service relationship initiatives that improve visibility into critical business services and technology dependencies.
• Ensure Incident, Major Incident, Change Enablement, and Configuration Management processes incorporate continuity and recovery requirements.
• Support identification and documentation of critical business services, supporting applications, infrastructure dependencies, operational contacts, and recovery-related information within ServiceNow.
• Collaborate with stakeholders to support continuity exercises, disaster recovery testing, audit readiness, and operational resilience initiatives.

Vendor & Partner Oversight

• Serve as the business owner for ServiceNow-related consulting and managed service engagements.
• Gather and prioritize business requirements from stakeholders.
• Coordinate platform improvements across technology and business teams.
• Communicate roadmap p