ServiceNow Product & Operations Lead

John Lewis Partnership; Bracknell; Hybrid; GBP 68,000 - 83,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

John Lewis Partnership seeks a Product and Operations Lead - ServiceNow to own the multi-year ServiceNow roadmap, focused on ITSM and CMDB, and to optimise business value through offshore delivery partners.

You will build strong stakeholder relationships, champion platform adoption, and drive automation and integrations across key systems in a hybrid work model from Bracknell Head Office.

Qualifications

• 8–10+ years in product management or enterprise platform ownership with ServiceNow exposure (ITSM/CMDB).
• Experience leading cross-functional and matrix teams to deliver platform roadmaps.

Responsibilities

• Define and own the multi-year ServiceNow roadmap aligned to business goals.
• Lead governance and stakeholder engagement with senior directors.
• Oversee licensing strategy and vendor relationships, including SOWs.
• Drive platform development and adoption of ITSM Pro and related modules.
• Champion automation, integrations (e.g., Jira, Confluence, Slack, Salesforce).
• Ensure operability and performance of outsourced ServiceNow delivery.
• Foster strong partnerships and drive value realization across the organisation.

Skills

Outcome driven

Stakeholder management

Integrity

Accountability

Leadership

Financial acumen

ServiceNow ITSM

CMDB

Tools

ServiceNow ITSM

CMDB

Offshore vendor management

Job description

John Lewis Partnership seeks a Product and Operations Lead - ServiceNow to own the multi-year ServiceNow roadmap, focused on ITSM and CMDB, and to optimise business value through offshore delivery partners.

You will build strong stakeholder relationships, champion platform adoption, and drive automation and integrations across key systems in a hybrid work model from Bracknell Head Office.