Director, ServiceNow Data Intelligence & Experience Product Manager

GSK; Greater London; Hybrid; GBP 180,000 - 240,000; Full time

Job summary

GSK is hiring a Director, ServiceNow Data Intelligence & Experience Product Manager to lead a group of core ServiceNow‑based products. You will translate business goals into product roadmaps, coach Product Owners, and collaborate with stakeholders to deliver data‑driven capabilities across Knowledge, Chat, and analytics platforms.

You will drive agile delivery, ensure security and compliance, and manage third‑party partners to achieve measurable business value while shaping the data strategy for

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)
• Technical proficiency with cloud data services (GCP/Azure) and data platforms

Responsibilities

• Translate functional strategies into actionable product roadmaps and delivery priorities across Core Products (Knowledge, Chat, Voice of Customer, Performance Analytics and BI Data Lake, VA NLU)
• Coach Product Owners and prioritise backlogs to support business goals
• Partner with stakeholders to understand pain points, data requirements and executive information needs
• Oversee delivery with third‑party partners, ensuring quality and alignment to standards and KPIs
• Promote agile delivery practices and drive value through iterative releases

Skills

Product leadership

Agile delivery

Stakeholder management

ServiceNow

Roadmapping

Data strategy

Education

Bachelor’s or Master’s in CS/IT/Engineering

Tools

Google Cloud Platform

Azure Databricks

Databricks

Job description

Director, ServiceNow Data Intelligence & Experience Product Manager

Why Us! At GSK, we unite science, technology and talent to get ahead of disease together. We are a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together. We’re proud to be leading a healthcare revolution, and we’re looking for people who can help us deliver on our ambition.

Job Purpose

The Director, ServiceNow Data Intelligence & Experience 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. They work closely with the Service Desk and key stakeholders to translate functional goals into product roadmaps and provide direction to Product Owners on prioritisation, delivery focus, and product performance. The Director, ServiceNow Data Intelligence & Experience Product Manager ensures Core Products - Knowledge, Chat, Voice of Customer, Performance Analytics and Azure Data Lake, VA NLU - are usable, compliant, secure, and efficient to operate, while fostering a culture of agile delivery, value realisation, user experience, and continuous improvement. This role is accountable for the ServiceNow data strategy in Code Orange (Azure) and Google Cloud Platform and demand for data, analytics and reporting capability is translated into an actionable product roadmap and delivered through third‑party delivery partners.

Key Responsibilities

• Translate functional strategies provided by the Senior Director, ServiceNow Platform & Enterprise Tools into actionable product roadmaps and delivery priorities across a related group of Core Products- Knowledge, Chat, Voice of Customer, Performance Analytics and BI Data Lake, VA NLU
• 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 and process and governance owners to understand pain points, process challenges, data and reporting requirements, executive information needs and improvement opportunities.
• Translate this demand into product enhancements and delivery priorities for third‑party delivery partners, without assuming ownership or governance of the underlying processes.
• Oversee delivery execution across the product group through third‑party delivery partners, ensuring delivered capabilities meet agreed business requirements, data / architecture standards, quality / usability expectations and service outcomes.
• Manage third‑party delivery and execution across the Data Intelligence product group, holding delivery partners accountable for agreed scope, milestones, quality, GSK standards and acceptance criteria.
• Promote agile and iterative delivery practices (e.g. SaFe, Scrum), 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 (e.g. ISO controls) 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.

Why You!

We are seeking professionals with the following required skills and qualifications to help us achieve our goals:

• 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)
• Technical Proficiency and understanding of Google Cloud Platform (GCP) data services and Azure Databricks.
• Extensive experience (typically 8+ 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 (such as ServiceNow), realising tangible benefits for the Business.
• 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

• Broad ServiceNow and data platform understanding – Strong grasp of the ServiceNow data model, Azure DataBricks, Google Cloud Platform data service and Performance Analytics structures to guide coherent design across reporting, dashboards, and core platform capabilities.
• Product leadership for experience and analytics capabilities – Ability to lead design of Chat, Virtual Agent, Service Portal, Knowledge, and Voice of the Customer, ensuring scalable, reusable patterns and high‑quality user experiences.
• Executive stakeholder engagement – Skilled at translating complex analytics and experience capabilities into clear business value, securing sponsorship, and aligning priorities with senior leaders.
• Leadership of cross‑functional products – Proven experience directing product owners and engineers, shaping backlogs, resolving dependencies, and driving consistent delivery practices on a mature ServiceNow implementation.
• Other Job‑Related Skills/Background 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.

Working Pattern

This is a hybrid role, with a min of 2/3 days a week onsite at our central London HQ. Fully remote working is not available.

What we value

You are practical, inclusive and open to feedback. You bring technical understanding and strong empathy for users. You work in active voice and keep communication simple. You support colleagues and help teams make confident, evidence‑based decisions. You want to grow your product and security skills while delivering outcomes that matter.

Skills

Agile Methodology, Customer Feedback Management, Data Governance, Data Visualization, Feature Prioritization, Generative AI, Platform Development, Product Design, Product Development, Product Lifecycle Management (PLM), Product Roadmapping, Usability Testing, User Experience (UX), User Experience (UX) Design, User Needs Analysis

Why GSK?

Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale. People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are. Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us at [e-mail] where you can also request a call. Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a Recruitment FAQ guide. Click the Link where you will find answers to multiple questions we receive.

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Closing Date: 31st October 2026