Senior Product Manager ServiceNow - Ministry of Housing, Communities and Local Government - G7

Location

Bristol, Darlington, London, Manchester, Wolverhampton

About the job

Job summary

We are MHCLG 

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people’s lives. Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time.

MHCLG is strengthening its internal Software-as-a-Service (SaaS) capability to build sustainable ownership of strategic digital platforms, working with external suppliers to improve service governance, assurance and value realisation. ServiceNow is a critical enterprise platform supporting IT Service Management, service operations, digital workflows, configuration management, service request fulfilment, automation and future service transformation initiatives across the department. 

As a ServiceNow Senior Product Manager, you will play a pivotal role in driving the success of our ServiceNow platform. You will lead the strategic direction, development and continuous improvement of the ServiceNow portfolio. The postholder will define the product vision, maintain the roadmap and ensure investment decisions are aligned with departmental objectives, user needs, service outcomes and measurable value. You’ll collaborate closely with stakeholders, development teams and end-users to ensure seamless functionality and alignment with business objectives.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog.  Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment. 

Job description

As a Senior Product Manager - ServiceNow, you’ll:

• Define, own and communicate the ServiceNow product vision, strategy and roadmap, ensuring alignment with departmental priorities, digital strategy and measurable business outcomes.
• Own the ServiceNow portfolio, backlog and demand pipeline, prioritising work based on user needs, business value, risk, capacity, technical debt and strategic objectives.
• Represent users and stakeholders, ensuring ServiceNow capabilities are driven by user-centred design, accessibility, service outcomes and organisational priorities.
• Translate user needs, feedback and service insight into prioritised requirements, user stories and deliverable outcomes for internal teams and suppliers.
• Act as the intelligent customer for ServiceNow delivery, providing strategic direction, managing supplier relationships, assuring delivery quality and supporting knowledge transfer into MHCLG.
• Drive continual improvement of the ServiceNow platform, working across digital, service management, operational and supplier teams to improve service quality, governance, performance and user outcomes.
• Provide product leadership for ServiceNow capabilities supporting service management practices, including request, incident, problem, change, knowledge, configuration and continual improvement.
• Use data, user insight and performance measures to evaluate success, realise value and communicate priorities, progress, risks and outcomes to senior stakeholders, service owners, operational teams and delivery partners to support effective decision-making and platform adoption.
• Champion the growth of MHCLG's internal ServiceNow capability, supporting the transition from supplier-led delivery towards sustainable in-house ownership and expertise.

Person specification

As a Senior Product Manager - ServiceNow, you’ll have:

• Demonstrable experience operating as a Product Manager within a complex organisation with extensive knowledge of ServiceNow platform capabilities and lifecycle management.
• Experience developing, managing and communicating product strategies, roadmaps and backlogs, balancing organisational priorities, user needs and competing stakeholder demands.
• Evidence of delivering measurable business outcomes through digital products, enterprise platforms, service transformation or continual improvement initiatives.
• Experience gathering, analysing and prioritising user needs, requirements, feedback and service insight to inform product decisions.
• Experience working with ServiceNow to support workflow automation, service management and organisational transformation.
• Experience acting as an intelligent customer for technical delivery, including working effectively with suppliers, delivery partners and multidisciplinary teams.
• Practical experience of Agile product delivery, including backlog management, user stories, iterative delivery and value-based prioritisation.
• Experience using data, user insight and performance measures to evaluate product success, drive decision-making and identify improvement opportunities.
• Strong stakeholder management, communication and leadership skills with proven experience influencing senior leaders, engaging stakeholders at all levels and translating strategic priorities into product outcomes

Desirable criteria

• ServiceNow Product Manager experience or ServiceNow certification.
• ITIL 4 Foundation or higher qualification.
• Experience of supplier management, contract management or delivery assurance.
• Understanding of service portfolio management and demand management.
• Knowledge of service management practices such as incident, request, change, knowledge, configuration and continual improvement.
• Experience supporting transition from supplier-led delivery to internal capability ownership.
• Experience working with ServiceNow ITSM, CMDB, service catalogue, request management, reporting or automation capabilities.