Product Owner

Eversheds Sutherland; Manchester; On-site; GBP 80,000 - 110,000; Full time

Job summary

Eversheds Sutherland is seeking a ServiceNow Product Owner to own and manage the ServiceNow instance, collaborating with IT, business stakeholders and our implementation partner to set up and run a roadmap aligned with strategic objectives.

You will define the strategic direction of ServiceNow products, work cross-functionally across IT, operations and business units to ensure measurable value, and evolve the platform to meet emerging needs. The ServiceNow CoE reports into this role.

Qualifications

• Proven experience as a ServiceNow Product Owner.
• Experience in an implementation of a ServiceNow platform from the ground-up.
• Strong understanding of ITSM, ITOM, HRSD and other ServiceNow modules.
• Excellent communication and stakeholder management skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Familiarity with product lifecycle management and user-centered design principles.
• Experience of business analysis and large-scale business process change initiatives.

Responsibilities

• Stakeholder Engagement: Collaborate with internal teams and business stakeholders to identify opportunities, gather requirements, and promote platform capabilities.
• Backlog Management: Own and manage the product backlog, ensuring user stories are well-defined, prioritised and ready for development.
• Delivery Oversight: Oversee prioritisation and delivery of platform enhancements, upgrades, and new functionality in partnership with business units and technical teams.
• Performance Monitoring: Monitor platform usage and performance, ensuring excellent user experience and proactive resolution of issues.
• Market & Platform Awareness: Stay current with ServiceNow platform updates, industry trends and best practices to inform product decisions.
• Support Leadership: Oversee a team of ServiceNow specialists, providing leadership, coaching and clear direction to deliver a high-performing internal capability.
• Contribute to the product roadmap aligned with Eversheds Sutherland strategic objectives and ServiceNow capabilities.

Skills

ServiceNow Product Owner

Ground-up ServiceNow

ITSM/ITOM/HRSD

Stakeholder management

Data-driven decisions

Product lifecycle

Agile/Scrum

Tools

ServiceNow

Job description

We are Eversheds Sutherland, a global law firm, with more than 5,000 people across over 30 countries. We’re full-service with deep niche and sector experience. Whatever challenge, wherever in the world, we’re equipped and ready to meet it. We live our values, we’re purposeful and purpose-led. So although the world is fast-moving and rapidly changing, we see it as a place where everyone can thrive. We’re ambitious for our clients, our communities – and for you. Whether you’re starting out on your career or well established, whether you’re a lawyer or in business services. If you’re looking for what’s next, we are too.

About The Role

Eversheds Sutherland is looking for a skilled ServiceNow Product Owner to own and manage their ServiceNow instance. The primary focus of this role is to collaborate with IT, business stakeholders and our preferred implementation partner to set up and manage ServiceNow throughout the company and plan and implement a roadmap that aligns with Eversheds Sutherland strategic objectives.

As a ServiceNow Product Owner, you will be responsible for defining and driving the strategic direction of ServiceNow products and solutions within the organisation. You will work cross-functionally with stakeholders across IT, operations and business units to ensure the platform delivers measurable value, aligns with business goals and evolves to meet emerging needs.

The ServiceNow Center of Excellence (CoE) reports into this role.

Key Responsibilities

• Stakeholder Engagement: Collaborate with internal teams and business stakeholders to identify opportunities, gather requirements, and promote platform capabilities.
• Backlog Management: Own and manage the product backlog, ensuring user stories are well-defined, prioritised and ready for development.
• Delivery Oversight: Oversee prioritisation and delivery of platform enhancements, upgrades, and new functionality in partnership with business units and technical teams.
• Performance Monitoring: Monitor platform usage and performance, ensuring excellent user experience and proactive resolution of issues.
• Market & Platform Awareness: Stay current with ServiceNow platform updates, industry trends and best practices to inform product decisions.
• Support Leadership: Oversee a team of ServiceNow specialists, providing leadership, coaching and clear direction to deliver a high-performing internal capability.
• Contribute to the product roadmap aligned with Eversheds Sutherland strategic objectives and ServiceNow capabilities.

Skills & Experience

Essential

• Proven experience as a ServiceNow Product Owner
• Experience in an implementation of a ServiceNow platform from the ground-up
• Strong understanding of ITSM, ITOM, HRSD and other ServiceNow modules.
• Excellent communication and stakeholder management skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Familiarity with product lifecycle management and user-centered design principles.
• Experience of business analysis and large-scale business process change initiatives.

Desirable

• Experience working in Agile/Scrum environments.
• Experience of working within a legal firm.
• Experience of working with external suppliers, including offshore development teams and Managed Service Providers.
• ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist).

ITIL 4 Managing Professional or Strategic Leader.

Personal Attributes

• Excellent leadership, interpersonal and communication skills
• Proficient in diplomacy, persuasion and influencing others
• Confident when interacting with stakeholders at all levels, both internally and externally.
• Excellent written and verbal communication skills, with a keen eye for detail.
• Solution oriented.
• Practical, resilient and resourceful, with the ability to quickly adapt to changing situations.
• Able to work independently, prioritise tasks and multitask effectively.
• Consistently maintains a positive attitude and a proactive approach.

Diversity & Inclusion

At Eversheds Sutherland, "Inclusive" is a core business value. We bring together different skillsets, global mindsets and approaches. We foster diversity of thought and the freedom to put ideas into action. We have an inherent respect for the individual. We have a strong belief in collaboration and teamwork. Sharing ideas, asking questions, solving challenges and meeting our clients’ goals: together.

We want all our people to thrive at work and reach their full potential and we work hard to continue to build a diverse and inclusive culture, monitor and report on our progress and impact, and develop our approach. This is reflected in our policies, systems and processes, and in our work with diversity membership organisations.

Many of our people work flexibly in some way and we are open to considering how we can accommodate flexible working arrangements alongside role requirements. If this is important to you, please talk to us about it during the recruitment process.

We want you to perform at your best during our recruitment process. If there is any adjustment or support you need, please contact us so we can discuss how we can best assist you.