Product and Operations Lead - ServiceNow

As a Partner in our business your number one focus is to work collaboratively to create more value for our customers and our business. As the Product and Operations Lead - ServiceNow, you will lead the development and operational maintenance of the JLP ServiceNow environment, supporting ITSM and CMDB. You will define and own the multi year ServiceNow roadmap, aligning platform capabilities with Service Management and organisational goals and digital transformation initiatives. You will seek to improve the operational efficiency of the organisation through ServiceNow by identifying opportunities for integrations, automations and associated process improvements. The development and operations of ServiceNow are provided by our 3rd party infrastructure partner, so you will not have admin access to the platform. You will maintain a holistic view of technical services, projects and outcomes for ServiceNow, ensuring technical delivery and operational performance of services provisioned via offshore suppliers. You will be a key touch point for the business and for colleagues within IT and will focus on developing and maintaining stakeholder relationships, demonstrating effective influencing skills. You will have the opportunity to develop and stretch personally and professionally to achieve your potential.

• Expected salary: up to £75,000
• Contract type: permanent
• Working pattern/flexible working: hybrid working approach, a mix of office and home based on personal needs and business requirements
• Location: Bracknell Head Office campus (travel costs to the office are the responsibility of the successful candidate)

• 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 to ensure cross functional transparency and 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 the creation of Statements of Work (SOWs).
• Platform Development: Keep abreast of ServiceNow product development and understand how it would be useful for JLP; network with other ServiceNow customers to understand best practice and ways of working.
• Platform Advocacy: Champion the platform across the business, identifying opportunities for workflow automation, integrations with other relevant platforms (Jira, Confluence, Slack, SalesForce, etc.) and driving adoption of new modules and features beyond our initial use of ITSM Pro.

• Set clear intent, direction and guardrails to achieve outcomes, aligned to the Partnership and business area strategy.
• Empower and support 3rd party offshore team to make decisions and resolve challenges in line with the strategy.
• As a co owner, actively share the responsibilities of ownership and support Partners and colleagues to have a voice in our business.
• Invest in your personal and professional development, utilising the opportunities available through your Profession.
• Engage with your function, supporting your 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 and 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 it is meeting required business impact.
• Optimize cost of delivery by effectively using Partners and 3rd 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.

• Skills
  • Can plan effectively and is heavily outcome focused.
  • Has owned business problems and transformed business process with defined business impact.
  • Strong stakeholder management skills.
  • Demonstrates integrity by tenaciously doing the right thing in the face of mounting pressure.
  • Demonstrates a high level of personal accountability.
• Experience
  • Typically 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 like ITSM, CMDB, ITOM and CSDM.
• Leadership
  • Proven ability to manage multidisciplinary teams, working extensively in a matrix management environment.
• Business Literacy
  • Strong financial acumen, including budget ownership, ROI assessment and benefit realisation planning.