ServiceNow data intelligence & experience product manager

GSK; Greater London; Hybrid; GBP 150,000 - 190,000; Full time

Job summary

GSK ищет Директора по продукту ServiceNow Data Intelligence & Experience для руководства группой взаимосвязанных продуктов в области ServiceNow Platform & Enterprise Tools. Ваша роль — перевод стратегий в дорожные карты и приоритеты, координация с заказчиками и внешними партнёрами.

Вы будете обеспечивать выполнение KPI, управление бюджетами и рисками, внедрять практики SAFe и Scrum, фокусироваться на опыте пользователя и автоматизации.

Job description

Описание:

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. 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.

Задачи:

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.

Требования:

Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience 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. 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.

Будет плюсом:

• Industry certifications highly desirable (e.g. Agile Methodologies, CPM)
• 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

Условия:

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.