Product Manager

SONICOM; Gloucester; Hybrid; GBP 60,000 - 72,000; Full time

Benefits offered by this job

43 days’ annual leave

Flexible working policy from day one

On-site leisure facilities

Cycle-to-work scheme

Season ticket loan

Job summary

Imperial College London seeks a Product Manager to work with the ASK Development team to establish an embedded ServiceNow Platform Squad, delivering a stable, scalable enterprise service platform and enabling automated, standardized service delivery.

The role bridges the customer success and development teams, aligning roadmaps, prioritizing work, and maximizing value through regular improvements across two squads and a focus on user experience and enterprise service management.

Qualifications

• Professional experience and/or a qualification in a relevant discipline (e.g. product management, user-centred design, or service design).
• Experience leading the delivery of one or more digital products through discovery, iterative delivery, and continuous improvement.
• Knowledge/experience of product management of an Enterprise Service Management product.

Responsibilities

• Own the product roadmap and delivery plan for assigned products, ensuring alignment with institutional goals.
• Lead a cross-functional squad to deliver agreed outcomes, setting priorities and monitoring progress.
• Own and manage the product backlog, ensuring items are well-defined and sequenced for iterative delivery.
• Coordinate delivery activity across internal teams and external vendors to meet commitments.
• Capture user stories for new and existing initiatives and epics.
• Build relationships with stakeholders across ICT, academic, and operational areas to ensure decisions are understood and adopted.
• Communicate product vision, strategy and roadmap to stakeholders.
• Lead service design and analysts to translate insights into actionable priorities.

Skills

Product management

Delivery leadership

Stakeholder management

Agile delivery

Communication

Job description

Job number COO01418 Faculties Chief Operating Officer (COO) Team Departments Information & Communication Technologies Salary or Salary range £59,808 - £71,793 per annum Location/campus White City Campus - Hybrid Contract type work pattern Full time - Open ended Posting End Date 2 Sept 2026

About the role

The Customer Success team is seeking a Product Manager to work alongside the ASK Development team to establish an embedded ServiceNow Platform Squad. This team will focus on Providing a stable, scalable, and continuously evolving enterprise service platform, enabling efficient service delivery through automation, standardisation, and innovation.

This role will be a central figure driving the continuous evolution of the enterprise ServiceNow platform to ensure reliable operation, reduce manual effort, and support scalable service delivery across the university.

This role will act as a key role to bridge between the customer success team and development team ensuring that roadmaps are aligned, we are working on the right priorities and maximising value of the product and delivering value, driving the team to deliver improvements at a regular cadence.

This team will work alongside a second ServiceNow Product Squad focused on the user experience who will ensure people can easily find the information they need and resolve queries through intuitive, seamless experiences that mask Imperials complexity.

This role will work alongside a Senior Product Manager who will ensure responsibility for aligining of the two delivery squads.

What you would be doing

Key Responsibilities

• Owning the product roadmap (plan of upcoming changes and developments) and delivery plan for assigned products, ensuring delivery aligns with agreed institutional goals and measurable success criteria.
• Lead a cross‑functional squad to deliver agreed outcomes, setting delivery priorities,allocatingwork, and monitoring progress.
• Own and manage the product backlog (prioritised list of work to be delivered), ensuring items are well‑defined, estimated, and sequenced for effective iterative delivery.
• Lead delivery activity across internal teams and external vendors, coordinating day-to-day collaboration to ensure delivery commitments are met and work aligns with scope, quality, and timescale expectations.
• Explore ideas and capture user stories for new and existing intititves and epics.
• Build strong, influential relationships with stakeholders across ICT, academic, and operational areas to ensure product decisions are understood, supported, and adopted.
• Communicate product vision, productstrategyand roadmap to all stakeholders.
• Lead on service design, and analysts to translate insights into actionnable delivery priorities, capturing the stories.
• Monitor service performance and adoption, using analytics and feedback toidentifyareas for improvement.
• Work with key users regularly to continously enhance the Product.

Report on product status, risks, delivery progress, and impact to relevant forums, escalating significant risks or issues.

What we are looking for

• Professional experience and or a qualification in a relevant discipline (e.g. product management, user-centred design, or service design)
• Experience leading the delivery of one or more digital products through discovery, iterative delivery, and continuous improvement.
• Knowledge / experience of product management of an Enterprise Service Management product.
• Proven track record of leading a squad to deliver tangible product outcomes.
• Strong Prioritisation skills and experience managing a product backlog and aligning delivery with institutional priorities.
• Well-honed communication skills and the ability to managing relationships with senior stakeholder and vendors, ICT teams, and operational stakeholders to deliver product features and enhancements.
• Working knowledge and experience of agile delivery frameworks such as Scrum or Kanban, and how these are applied in practice.
• Committed to delivering user-centred digital services and building long-term relationships with users and stakeholders.
• Experience of setting out clear success criteria delivering change and measuring success

What we can offer you

• The opportunity to continue your career at a world-leading institution and be part of our mission to use science for humanity.
• Benefit from a sector-leading salary and remuneration package (including 43 days’ annual leave and generous pension schemes).
• Access to a range of workplace benefits including a flexible working policy from day one, generous family leave packages, on-site leisure facilities and cycle-to-work scheme.
• Interest‑free season ticket loan schemes for travel.
• Be part of a diverse, inclusive and collaborative work culture with various staff networks and resources to support your personal and professional wellbeing .

Further information

Should you require any further details on the role please contact: Kam [e-mail]

Attached documents are available under links. Clicking a document link will initialize its download.

Please note that job descriptions are not exhaustive, and you may be asked to take on additional duties that align with the key responsibilities mentioned above.

We reserve the right to close the advert before the stated closing date, should we receive a high volume of applications. It is therefore advisable that you submit your application as early as possible to avoid disappointment.

If you encounter any technical issues while applying online, please don't hesitate to email us [e-mail]. We're here to help.

About Imperial

Welcome to Imperial, a global top-ten university where scientific imagination leads to world‑changing impact.

Join us and be part of something bigger. From global health to climate change, AI to business leadership, here at Imperial we navigate some of the world’s toughest challenges. Whatever your role, your contribution will have a lasting impact.

As a member of our vibrant community of 22,000 students and 8,000 staff, you’ll collaborate with passionate minds across nine London campuses and a global network.

This is your chance to help shape the future. We hope you’ll join us at Imperial College London.

Our Culture

We work towards equality of opportunity, to eliminating discrimination, and to creating an inclusive working environment for all. We encourage applications from all backgrounds, communities and industries, and are committed to employing a team that has diverse skills, experiences and abilities. You can read more about our commitment on our web pages .

Proud signatory of the Armed Forces Covenant. We welcome applications from the Armed Forces community.

Our values are at the root of everything we do, and everyone in our community is expected to demonstrate respect, collaboration, excellence, integrity, and innovation.