ServiceNow Product Manager

Overview

ServiceNow Product Manager

Platform Strategy & Delivery London Excellent Market Rates

This is a true product ownership role for someone who knows ServiceNow inside out and can own the platform strategy, roadmap, and delivery for a major insurer undergoing transformation. You will be the go-to decision maker for all ServiceNow questions, unblocking concurrent workstreams and ensuring the platform evolves to support service automation and operational integration. This role is not a coordinator or project-manager with a product title; it requires architectural decisions, prioritisation of competing demands, and managing an outsourcer delivering BAU ServiceNow operations plus change. You will own the strategy and roadmap for a platform underpinning a complex transformation programme.

Responsibilities

• Own the ServiceNow platform strategy and roadmap.
• Prioritise the backlog of enhancements and platform evolution.
• Manage the outsourcer delivering BAU ServiceNow operations, including performance and delivery of change.
• Provide clear decisions to unblock project workstreams on platform design choices, priorities, and delivery trade-offs.
• Ensure platform work aligns to service automation, service operations integration, and Ireland consolidation requirements.
• Be the decision maker for ServiceNow architectural questions when project teams hit roadblocks.

What you'll be doing

Own the ServiceNow platform strategy and roadmap. Manage and prioritise the backlog of enhancements and platform evolution. Manage the outsourcer running BAU ServiceNow operations, including performance and delivery of change. Provide clear decisions to unblock project workstreams on platform design choices, priorities, and delivery trade-offs. Ensure platform work aligns to service automation, service operations integration, and Ireland consolidation requirements.

Qualifications

• Essential: 10+ years strong ServiceNow platform experience.
• Essential: True product ownership capability - roadmap, value prioritisation, backlog management, stakeholder management.
• Essential: Expert-level ServiceNow knowledge to own decisions and roadmap (not necessarily a pure architect, but expert enough).
• Essential: Strong experience managing third-party outsourcers delivering BAU plus change on ServiceNow.
• Essential: Ability to operate under outcome ownership and move fast on decisions.

Desirable

• Experience supporting multiple concurrent workstreams with a single platform roadmap.
• Strong grasp of service operations context (incident/change/CMDB impacts).
• Financial services background.

The practicalities

• Contract: 6 months initial, expected to run through end of year.
• Start: ASAP
• IR35: Outside
• Location: Primarily London. Occasional visits elsewhere. Client preference is 2 days/week onsite, though exceptional candidates may negotiate 1 day/week.