ServiceNow ITOM, ITAM & ITSM Product Manager

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.