Head of Product - Service Now

Capita plc; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology service provider in London seeks an experienced Product Owner for their ServiceNow Enterprise Platform. You will lead product strategy and manage a skilled team, ensuring alignment with business goals while optimizing performance. The ideal candidate has proven experience in ServiceNow, strong leadership capabilities, and a focus on AI product strategies. This role offers a competitive salary and notable benefits.

Benefits

Competitive salary

23 days' holiday (rising to 27)

Paid volunteering day

Company matched pension

15 weeks' fully paid maternity and parental leave

Qualifications

• Proven experience as a Product Owner for enterprise ServiceNow platforms.
• Excellent leadership and team management skills.
• Deep understanding of ServiceNow enterprise modules.
• Experience in productising AI capabilities.

Responsibilities

• Developing and implementing the overall ServiceNow product strategy.
• Leading and managing the ServiceNow product team.
• Overseeing the design and management of ServiceNow solutions.
• Collaborating to drive ServiceNow adoption across the organization.
• Monitoring and optimizing ServiceNow performance.

Skills

Leadership

ServiceNow Expertise

AI Product Strategy

Collaboration

Job description

Overview

As the Product owner for ServiceNow Enterprise Platform, you will lead the strategic development and productisation of enterprise-scale ServiceNow solutions across a broad MSP client base. You will lead cross-functional teams to develop and deliver products that meet business objectives. By analysing the competition and gathering user insights, you will ensure continuous improvement throughout the product's lifecycle.

Role focus

A key focus of this role is leveraging Agentic AI capabilities, intelligent, autonomous agents that can perceive, reason, and act to enhance automation, decision-making, and user experience across the ServiceNow ecosystem.

What you will be doing

• Developing and implementing the overall ServiceNow product strategy for Capita, aligning with business objectives and goals.
• Leading and managing the ServiceNow product team, providing guidance, mentorship, and support to ensure high performance and professional growth.
• Overseeing the design, deployment, and management of ServiceNow solutions, ensuring scalability, reliability, and security.
• Collaborating with cross-functional teams to drive ServiceNow adoption and integration across the organization.
• Monitoring and optimize ServiceNow performance, costs, and resource utilization to achieve operational efficiency.
• Stay updated with the latest ServiceNow technologies and trends, and recommend improvements and innovations.

What we are looking for

• Proven experience as a Product Owner for enterprise ServiceNow platforms in an MSP or SaaS environment.
• Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Deep understanding of ServiceNow enterprise modules (ITSM Pro, ITOM, SecOps, CSM, HR, Risk) and platform architecture.
• Understanding of Agentic AI concepts: autonomous agents, task orchestration, cognitive automation, and decision-making frameworks.
• Track record of driving product strategy and roadmap execution with AI or data-driven product enhancements.
• Experience in productising AI capabilities or building go-to-market strategies around intelligent services.

What's in it for you?

• A competitive basic salary
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita's colleagues, businesses and clients.

We design, build and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services - from working collaboratively with Capita's businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effectively and securely.

TSS is right at the heart of Capita, as we work to create a technology-led organisation. You'll be part of a Capita-wide network of over 30,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you'll do next

Choose 'Apply now' to fill out our short application, so that we can find out more about you.