About the Role
As Product and Operations Lead – ServiceNow you will lead the development and operational maintenance of the ServiceNow environment for the Partnership, focusing on ITSM and CMDB. You will define and own the multi‑year ServiceNow roadmap, align platform capabilities with organisational goals, drive automation and integration initiatives, and ensure efficient, reliable delivery through our offshore 3rd‑party infrastructure partner.
Key Responsibilities
- Strategic Vision & Roadmap: Define and own the multi‑year ServiceNow roadmap, aligning platform capabilities with organisational goals and digital transformation initiatives.
- Stakeholder & Governance Leadership: Establish and chair governance boards; lead engagement with senior directors to translate complex needs into deliverable requirements.
- Commercial & Vendor Management: Oversee licensing strategy, manage vendor relationships, and lead procurement activities including creation of Statements of Work (SOWs).
- Platform Development: Keep abreast of ServiceNow product development, understand applicability to the Partnership, and network with other ServiceNow customers for best practice.
- Platform Advocacy: Champion the platform across the business, identify opportunities for workflow automation and integrations with platforms such as Jira, Confluence, Slack, Salesforce, and drive adoption of new features beyond ITSM Pro.
- Set clear intent, direction and guardrails to achieve outcomes aligned with the Partnership and business area strategy.
- Empower and support the offshore third‑party team to make decisions and resolve challenges in line with the strategy.
- Co‑owner role: actively share ownership responsibilities and support partners and colleagues to have a voice in the business.
- Invest in personal and professional development through available learning opportunities.
- Engage with the function, supporting the lead to continuously develop and improve it.
- Implement architectural and business commerce strategy to maximise the benefit and use of ServiceNow.
- Mitigate business risk while protecting throughput and business value.
- Assure operability delivery of ServiceNow, own ways of working in capabilities and encourage safe experimentation in build & run.
- Ensure services meet business need and manage major incidents as point of escalation.
- Ensure all teams / services have clear OKRs.
- Measure service(s) throughput and value released to ensure business impact.
- Optimize cost of delivery by effectively using partners and third parties, finding and removing waste in the process.
- Fights for balance of sensible prioritisation to remove technical debt and close services, applications and infrastructure safely.
Qualifications
- Experience: 8–10+ years in product management or enterprise platform ownership, with significant exposure to the ServiceNow ecosystem, particularly ITSM and CMDB.
- Technical Certifications: Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in modules such as ITSM, CMDB, ITOM and CSDM.
- Leadership: Proven ability to manage multidisciplinary teams in a matrix environment.
- Business Literacy: Strong financial acumen, including budget ownership, ROI assessment and benefit realisation planning.
- Core Skills:
- Effective stakeholder management and influencing skills.
- 10+ years of transforming business processes with defined business impact.
- Strong integrity and personal accountability under pressure.
- Outcome‑focused planning and execution.
Other Information
Salary: up to £75,000 expected; final pay range £62,900 – £115,000 per annum.
Contract type: Permanent.
Working pattern / flexible working: Hybrid – a mix of office and home based on personal needs.
Location: Bracknell Head Office campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA.
Hours of work: 35 hours per week.
Job level: Partnership Level 6.
Closing date: July 1, 2026.
