Technical Product Manager (IT)

Posting Date

Position Summary

The Technical Product Manager (TPM) serves as the strategic owner for DaVita's ServiceNow platform. This role is responsible for defining and executing the long-term product roadmap, ensuring the platform evolves to meet the enterprise's changing business needs-with a specific near-term focus on the HR Service Delivery (HRSD) implementation.

Unlike a project manager who oversees timelines, the TPM oversees value. You will act as the primary bridge between business stakeholders (People Services, IT Operations, Contact Center Ops) and the technical delivery team. Your mandate is to intake, vet, and prioritize new work, ensuring that every development hour spent aligns with DaVita's broader strategic goals.

Essential Duties and Responsibilities

• Product Strategy & Roadmap Ownership: Develop, maintain, and communicate a 12-24 month strategic roadmap for the ServiceNow platform. Ensure stakeholders have clear visibility into upcoming deliverables, timelines, and priorities.
• Strategic Planning: Partner with IT and business leadership to identify high-value opportunities for platform expansion (e.g., AI/NowAssist, new modules) rather than just reacting to ad-hoc requests.
• Demand Management & Intake Governance: Own the "front door" process for the ServiceNow team. Receive, review, and vet all new "Ideas" and demands to determine business value, technical feasibility, and alignment with the roadmap.
• Prioritization: Lead prioritization discussions with stakeholders to make difficult trade-off decisions. Ensure the development team is focused on high-impact work rather than low-value noise.
• Requirement Definition: Work upstream to define the "what" and "why" of new features before they are handed off to Systems Analysts for detailed technical requirements.
• Stakeholder & Operational Alignment Liaison: Act as the trusted advisor to business units (e.g., People Services, IT), translating their complex business problems into ServiceNow solutions.
• Operational Collaboration: Partner closely with the ServiceNow Manager and technical team to ensure that the "vision" is grounded in operational reality.
• Change Management: Support the rollout of new features by helping to craft communication strategies and training materials that drive user adoption.

Qualifications and Experience

• Product Management: 5+ years of experience in technical product management or a similar strategic role.
• ServiceNow Expertise: Deep understanding of the ServiceNow ecosystem, specifically HRSD, ITSM, Customer Service Management (CSM), and Business Continuity Management (BCM). Experience with NowAssist (AI) is a strong plus.
• Strategic Thinking: Proven ability to move beyond "order taking" to challenge assumptions and drive strategic value.
• Desired Skills:
• Communication: Exceptional ability to translate technical constraints into business language for executive stakeholders.
• Leadership: Experience leading through influence, managing expectations across conflicting stakeholder groups.
• Agile/Scrum: Familiarity with Agile development methodologies and tools (e.g., ServiceNow Agile Development).

Career Growth

This role is a key leadership position within the CX Tech Services team, offering high visibility across the enterprise. Success in this role can lead to senior product leadership positions or broader IT strategy roles within DaVita.

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace , backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

#LI-SM5

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.