Job reference 338344 Service Now Technical Product Owner Competitive salary plus car allowance, healthcare, 18% annual bonus potential, 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rat es Permanent, Full time Hybrid working x3 days a week in Sheffield Pond Street office The ServiceNow platform is a strategic enterprise capability used by Royal Mail (RM) and its suppliers to deliver and manage IT Service Management at scale, with a growing footprint across other business domains including Security, Legal and Human Resources. The platform underpins core ITIL‑aligned disciplines including Service Desk, Incident, Problem, Change, Request, Asset and Configuration, Knowledge, and Event Management, supporting 24×7 IT service operations across Royal Mail. Over time, the platform has expanded beyond its original ITSM focus to support a wider range of enterprise capabilities, including, IT Operations Management, Legal services, Security Operations, Human Resources Service Delivery (HRSD), the Employee Service Portal and a portfolio of business‑facing and custom applications. This evolution reflects an increasing adoption of ServiceNow as a strategic, common platform for structured service delivery across the organisation. The platform supports over 3,000 direct users and an end‑user base exceeding 150,000, operating on a 24×7 basis. It is also used by approximately 20 external suppliers delivering services within a complex Service Integration and Management (SIAM) model, requiring strong technical governance, robust security controls, and effective cross‑supplier integration. As the Technical Product Owner and Technical Lead, you will be the technical authority for the ServiceNow platform. Working closely with the Platform Owner, you will translate business priorities into robust, scalable, secure technical solutions. You will own how solutions are designed and delivered, ensuring the platform remains stable, innovative, and aligned to long‑term strategic goals. This is a hands‑on leadership role, ideal for someone who thrives on technical depth, architectural thinking, and influencing at scale. Key Accountabilities Technical Authority & Governance Act as the primary technical interface for internal teams, the ServiceNow vendor, and delivery partners Provide technical governance and ensure alignment with platform standards Maintain specialist technical standards, documentation, and coding best practice Platform Delivery & Evolution Lead the design and development of new platform capabilities Oversee technical planning and delivery of platform upgrades Govern the platform release process to ensure high‑quality, iterative delivery Platform Health, Risk & Compliance Monitor platform performance, stability, data quality, and capacity Support compliance with licensing agreements and renewal activities Assess business requirements for technical suitability and licensing impact People, Capability & Engagement Contribute to the platform roadmap and evaluate upcoming ServiceNow features Mentor and coach team members, raising capability across the function Participate in the out‑of‑hours on‑call rota to support 24×7 availability Skills, Experience & Qualifications We are looking for someone with deep, current, hands‑on ServiceNow expertise and strong technical leadership. Essential ITIL Foundation v3 or above ServiceNow System Administrator certification Extensive technical experience across ServiceNow architecture, configuration, development, integrations, security, data management, and portal/workspace design Experience delivering and governing solutions across ITSM and non‑ITSM domains (e.g., Security Operations, HRSD, Legal) Strong understanding of ITSM processes and how they translate into ServiceNow Strong knowledge of CMDB and the Common Service Data Model (CSDM) Hands‑on development experience (Glide API, Script Includes, Business Rules, Client Scripts, portal widgets, REST/SOAP integrations, IntegrationHub, data transformation) Experience working within DevOps and Agile delivery environments Excellent analytical, problem‑solving, and communication skills Ability to work independently and exercise sound judgement Extra Benefits • Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave • Supportive and generous company sick pay • Funded Dental – As a manager you are eligible to a level of employer funded dental insurance* • Health Assessment – As a manager you are eligible to an employer funded health assessment every 2 years* • Benefits Account – You will have access to your personal benefits account on our ‘My Bundle’ platform. There are more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle. • Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone. *Available only to permanent employees Next Steps The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions. Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people. We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you. (delete if essential criteria only) Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners. We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted. We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners. For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/ Closing Date:. 5th May 2026 Please note, this advert may close early if the appropriate number of applications has been reached. LI-POST