ServiceNow Product Manager

Howden Group Holdings; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global insurance and reinsurance company is seeking a ServiceNow Platform Owner to lead the strategic direction of the ServiceNow Center of Excellence. The role involves maximizing business value from the ServiceNow platform, overseeing its roadmap, and ensuring robust digital transformation. Ideal candidates will have extensive experience in ServiceNow platform management and senior leadership roles. A supportive culture fostering personal and professional growth is offered.

Benefits

Diversity and inclusion initiatives

Flexible working options

Career development opportunities

Qualifications

• 5+ years of hands-on experience with ServiceNow platform management.
• 7+ years of senior leadership experience in IT service management.
• Demonstrated ability to engage stakeholders at all levels.

Responsibilities

• Lead alignment between ServiceNow capabilities and business strategy.
• Manage the ServiceNow roadmap development process.
• Track and measure business value delivered through ServiceNow.

Skills

ServiceNow Experience

Leadership

Stakeholder Management

Digital Transformation

Job description

Overview

Overview

The ServiceNow Platform Owner leads the strategic direction and operational oversight of the ServiceNow Center of Excellence and Innovation (CoEI), serving as the primary accountable executive for maximising business value from the ServiceNow platform across the enterprise. This role focuses on transforming ServiceNow from an IT support tool into a strategic enterprise platform that drives digital workflow transformation and innovation.

Your specific responsibilities will include:

Strategic Leadership & Vision

• Platform Strategy Development: Lead alignment between ServiceNow capabilities and business strategy, ensuring the platform supports enterprise digital transformation goals
• Vision Articulation: Communicate the strategic value and business impact of ServiceNow across all organisational levels, positioning it as an enterprise platform for digitising workflows
• Roadmap Oversight: Own and manage the ServiceNow roadmap development process, ensuring alignment with business priorities and strategic governance decisions
• Executive Engagement: Serve as the primary interface between the CoEI and executive leadership, advocating for platform investments and strategic initiatives

Center of Excellence Leadership

• CoEI Management: Provide leadership and oversight to all CoEI teams including business engagement, platform architecture, support, and innovation functions
• Cross-functional Coordination: Ensure seamless collaboration between strategy, business engagement and delivery, platform architecture and support, and innovation teams
• Performance Management: Drive CoEI effectiveness through defined metrics, KPIs, and regular assessment of team performance against business objectives
• Talent Strategy: Partner with HR to define career paths and development opportunities that align with ServiceNow roadmap evolution

Governance & Risk Management

• Platform Governance: Actively contribute to and often lead ServiceNow governance functions, including strategic, portfolio, and technical governance
• Risk Oversight: Ensure appropriate controls are in place to protect against technical risks, ungoverned customisation, and platform performance issues
• Compliance Management: Maintain platform adherence to enterprise standards, security requirements, and regulatory compliance
• Application Escalation: Manage and resolve complex platform and application escalations that require executive-level intervention

Business Value & Financial Management

• Value Realisation: Track, measure, and communicate business value delivered through ServiceNow implementations and innovations
• Budget Management: Own the ServiceNow budget including platform licensing, CoEI staffing, and project-based funding models
• Financial Strategy: Develop and implement funding models that support both operational excellence and innovation initiatives
• ROI Demonstration: Provide clear reporting on return on investment and business impact to executive stakeholders

Stakeholder Engagement

• Business Partnership: Collaborate with service owners, process owners, and business line leaders to identify opportunities for workflow digitisation
• Change Leadership: Champion organisational change management efforts related to ServiceNow adoption and digital transformation
• Communication Strategy: Develop and execute comprehensive communication plans to drive platform adoption and showcase success stories

Experience and Skills

Technical & Platform Expertise

• ServiceNow Experience: 5+ years of hands-on experience with ServiceNow platform management, implementation, or administration
• Platform Knowledge: Deep understanding of ServiceNow capabilities across IT, Employee, and Customer workflows
• Technical Architecture: Strong grasp of enterprise architecture principles, system integration, and platform scalability considerations

Leadership & Management

• Executive Leadership: 7+ years of senior leadership experience, preferably in IT service management, digital transformation, or platform management roles
• Team Management: Proven track record of building, leading, and scaling high-performance technical teams
• Stakeholder Management: Demonstrated ability to engage and influence stakeholders at all organisational levels, including C-suite executives

Business & Strategic Acumen

• Service Management: Extensive knowledge of enterprise and/or IT service management principles and best practices
• Digital Transformation: Experience leading digital transformation initiatives and understanding of workflow automation opportunities
• Financial Management: Strong background in IT financial management, including budget development, cost optimisation, and ROI measurement
• Change Management: Experience with organisational change management and adoption strategies for enterprise platforms

Benefits

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We\'re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you\'re excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent