# ServiceNow ITOM, ITAM & ITSM Product Manager **Company**: GlaxoSmithKline **Location**: Bengaluru, Luxor North Tower **Experience**: senior **Job type**: full-time **Category**: Product Management **Industry**: Healthcare **Apply**: https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Bengaluru-Luxor-North-Tower/Director---SN-ITOM--ITAM---ITSM-Platform-Manager_448657-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_10ecdf35-357 ## Description The ServiceNow ITOM, ITAM & ITSM Product Manager leads a group of related Products within a ServiceNow Platform & Enterprise Tools Domain, ensuring they deliver measurable value, support business processes, and are continuously improved. Key Responsibilities: - Translate functional strategies into actionable product roadmaps and delivery priorities across a related group of Products - ITOM (Event/Discovery/CMDB), ITAM (SAM/HAM) & ITSM, - Provide direction and coaching to Product Owners, ensuring requirements are well-defined, business cases for investment are robust, backlogs are prioritised to support business goals, architectural guidance, compliance needs, data-driven decisions, FinOps considerations, and domain ecosystem dependencies through cross-functional partnering. - Partner with business stakeholders to understand pain points, process challenges, and improvement needs, shaping product enhancements and technology-enabled opportunities. - Oversee delivery execution across the product group, ensuring the quality, usability, stability, and supportability of released features and services. - Promote agile and iterative delivery practices, supporting incremental value release, transparency of priorities, and improved collaboration with business users. - Act as the escalation point for critical product performance, delivery issues, and dependency conflicts, addressing risks and facilitating decisions. - Champion the adoption of user-centred improvements, business process optimisation, and automation opportunities that reduce cycle time and enhance user experience. - Ensure effective risk, security, and compliance management across the product group, embedding relevant controls in partnership with security and compliance SMEs. - Support Solution Architects in shaping cross-product and cross-platform solutions, ensuring Product Owners manage dependencies to deliver integrated outcomes. - Track and report performance against agreed KPIs for the product group, driving continuous improvement activities to maximise value for the Domain. - Provide financial oversight of the domain, including product budgets and internal/external team resourcing costs, to inform strategic decision-making and ensure alignment with GSK’s financial objectives. Education & Professional Qualifications: - Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience. - Industry certifications highly desirable (e.g. Agile Methodologies, CPM). Job Experience: - Extensive experience (typically 18+ years) overseeing end-to-end product delivery, including prioritisation, backlog management, solution design support, testing oversight, and value-focused release planning. - Proven track record in overseeing the definition and execution of valuable Product strategies, realising tangible benefits for the Business with experience in core products for digital and tech – ITOM, ITAM, CMDB, ITSM. - Deep experience in concurrently overseeing multiple Product teams across the full delivery lifecycle, from requirements elicitation through to release. - Proficient in conveying complex technology ideas to non-conversant audiences. - Very strong analytical and problem-solving skills for developing Product use cases and determining their associated value. - Highly experienced team leader that can effectively manage small to medium IT delivery teams. - Very strong communication skills and ability to influence senior stakeholders, aligning on competing priorities and guiding Business teams on the feasibility of requests vs. technology constraints. Desirable Requirements: - ServiceNow platform leadership across ITOM(Event/Discovery), ITAM (HAM/SAM), and ITSM – Proven ability to set vision and roadmap for a mature implementation, prioritising capabilities that deliver measurable business outcomes. - Hands-on understanding of core ServiceNow architecture and data model – Experience with CMDB, discovery/visibility, asset models, workflows, and integrations to effectively challenge and guide product managers and engineers. - Cross-functional stakeholder management and change leadership – Able to translate complex platform capabilities into clear value propositions, align IT and business stakeholders, and drive adoption, process standardisation, and continuous improvement. Preferred Skills: - Strong communication and influencing skills, able to guide prioritisation decisions, resolve delivery conflicts, and align multiple stakeholders around shared product outcomes. - Skilled in coaching and developing Product Owners, fostering a culture of user-centred design, value-based delivery, and continuous improvement. - Able to interpret business processes, regulatory needs, and operational insights to identify optimisation and automation opportunities that enhance product performance and user experience. - Comfortable working within structured governance, security, and compliance constraints, ensuring product changes are well controlled, supportable, and aligned to organisational standards. ## Skills ### Required - Backlog Management - Capacity Planning - Cloud Based Services - Complex Systems - Configuration Management (CM) - Database Management - Disaster Recovery (DR) - Financial Operations - Identity Access Management (IAM) - Incident Management - Infrastructure Capacity Planning - IT Operations Management (ITOM) - Network Configurations - Network Troubleshooting - Operations Analysis - Performance Tuning - Product Delivery - Product Strategies - Service Level Agreement (SLA) - System Monitors - Vulnerability Management --- Source: [Apply at gsk.wd5.myworkdayjobs.com](https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Bengaluru-Luxor-North-Tower/Director---SN-ITOM--ITAM---ITSM-Platform-Manager_448657-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)