Sr Principal - ServiceNow Product Owner

085 Northern Operating Srvs Pvt Ltd; Bengaluru; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Northern Trust is seeking a senior product leader to own the end-to-end management of the ServiceNow platform. You will define a strategic vision and multi-year roadmap across ITSM, ITOM, IRM/GRC, SecOps, HRSD, CSM, and AI-enabled capabilities. Lead governance, adoption, and cost optimization while coordinating with business, technology and risk stakeholders to deliver measurable value.

Qualifications

• Minimum 10+ years in product management, ITSM, or enterprise platforms.
• Deep ServiceNow platform experience across multiple modules.
• Experience with large-scale ServiceNow implementations in regulated environments.

Responsibilities

• Define and own ServiceNow platform vision, strategy and multi-year roadmap.
• Establish platform governance models and ensure scalable design.
• Drive AI/GenAI roadmap and govern responsible AI usage.
• Oversee vendor partnerships and ecosystem tool integrations.
• Manage platform TCO, licensing and cost optimization.
• Define data strategy including CMDB maturity and data quality.

Skills

ServiceNow

ITSM

Product management

Stakeholder management

AI/GenAI

Governance

Cloud platforms

Education

Bachelor's degree

Job description

About Northern Trust

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

About the Role

Lead the end-to-end product management of the ServiceNow platform at Northern Trust Define and execute a strategic vision and roadmap through a federated operating model across business, technology, and risk stakeholders Drive the implementation, governance, optimization, and expansion of ServiceNow modules, including ITSM, ITOM, IRM/GRC, SecOps, HRSD, CSM, and AI-enabled capabilities Ensure the platform delivers business value, operational efficiency, regulatory compliance, and cost optimization.

Key Responsibilities

• Product Strategy & Vision Define and own the ServiceNow platform vision, strategy, and multi-year roadmap Translate enterprise priorities into a cohesive product strategy across modules and domains Lead a federated roadmap planning process across business units, ensuring alignment and prioritization Drive adoption of platform-first and automation-first principles
• Platform Governance & Delivery Establish and enforce platform governance models (design authority, standards, data models, and architecture guardrails) Ensure consistent implementation of best practices, reusable components, and scalable design Oversee delivery of strategic programs across ServiceNow Modules in a federated partnership with assigned Capability Level Product Owners Partner with engineering and operations teams to ensure resiliency, scalability, and performance
• AI & Intelligent Automation Strategy Define and execute roadmap for AI/GenAI capabilities within ServiceNow (e.g., virtual agents, predictive intelligence, Now Assist) Identify high-impact use cases for: Automation of service operations Predictive incident/problem management Intelligent workflows and self-healing systems Establish governance for AI adoption, model transparency, and responsible AI usage Measure and track AI-driven outcomes (deflection rates, automation % , MTTR reduction)
• Vendor & Ecosystem Management Own strategic relationship with ServiceNow and implementation partners Drive vendor performance through: Quarterly business reviews (QBRs) Value realization and KPI tracking Innovation alignment and roadmap influence Evaluate and onboard ecosystem tools and integrations to extend platform capabilities
• Financial & Cost Management Manage platform TCO (Total Cost of Ownership) including licensing, infrastructure, and operational costs Develop and execute cost optimization strategies Drive transparency through chargeback/showback models Ensure optimal utilization of ServiceNow licenses and features
• Data Management & Insights Define and govern ServiceNow data strategy, including: CMDB maturity and accuracy Data quality frameworks Data ownership and stewardship Enable data-driven decision making through dashboards, reporting, and analytics Integrate ServiceNow data with enterprise data platforms (e.g., data lake, analytics tools)
• Stakeholder & Federated Engagement Act as the single point of accountability for platform outcomes Partner with: Business stakeholders IT operations and engineering Risk, compliance, and audit teams Facilitate alignment across a federated model with distributed ownership Drive change management, adoption, and user experience improvement

Required Qualifications

• 10+ years of experience in product management, ITSM/platform engineering, or enterprise platforms
• 5+ years of deep ServiceNow platform experience across multiple modules
• Proven experience in large-scale ServiceNow implementations in financial services or regulated environments
• Strong understanding of: ITIL / ITSM frameworks Enterprise architecture principles Risk and compliance requirements (SOX, audit, etc.)
• Experience managing federated product models and cross-functional stakeholders

Preferred Qualifications

• ServiceNow certifications (e.g., CSA, CIS – ITSM/ITOM/IRM, Certified Product Owner)
• Experience with AI/ML or GenAI capabilities within ServiceNow or similar platforms
• Exposure to cloud platforms, data platforms, and automation frameworks
• Experience driving platform standardization and consolidation initiatives

Key Competencies

• Strategic thinking with strong execution focus
• Stakeholder influence and executive communication
• Data-driven decision making
• Vendor negotiation and partnership management
• Strong governance and risk mindset
• Continuous improvement and innovation orientation

Success Metrics

• Platform adoption and user satisfaction
• Reduction in incident volumes and MTTR
• Automation and AI-driven efficiency gains
• Cost optimization and license utilization
• CMDB accuracy and data quality improvements
• Delivery of roadmap milestones and business value realization

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities. Reasonable Accommodation Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [e-mail], or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Bangalore Office

The Northern Trust Bangalore office, established in 2005, is home to over 5,600 employees. In this stunning office space, we offer fantastic amenities which include our Arrival Hub - Jungle, the GameZone, and the Employee Experience Zone that appeal to both clients and employees. Learn more.

Looking for greater? You found it.

A global financial leader with more than 22,000 employees in 23 locations worldwide, Northern Trust empowers our employees to achieve more than just business goals. Our focus on work-life balance, career mobility and unique opportunities are just a few of the reasons we’ve been named one of the world’s most admired companies.

Terms and Conditions

Candidate Privacy Notice California Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure – North America Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), [phone] (Asia Pacific), 1800-425-0333 (India), [phone] (Europe, Middle East and Africa) and let us know the nature of your request and your contact information. APAC/INDIA EEO STATEMENT It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. Canada EEO STATEMENT Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance. EMEA EEO STATEMENT It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development. USA EEO STATEMENT It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity or gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO Know Your Rights (U.S.)