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Job Purpose
The ServiceNow Senior Product Manager will be responsible for the end-to-end lifecycle of the entire suite of ServiceNow products and services. The role will set the strategy, ensure successful implementation and deliver a reliable service. This will involve collaborating across Architecture Design and Technology Services, Cyber Security and Information Rights, Data and Digital, Strategy, Transformation and Performance and Programme Delivery and Service Operations to create an end-to-end product team. They will collaborate with business analysts, architects and project managers, leveraging technical best practice to deliver out-of-the-box and custom solutions to our customers on the ServiceNow platform.
Key Accountabilities
- Define and own the vision and scope for ServiceNow and engage with stakeholders in the development of that vision
- Collaborate with internal and external customers to understand business requirements and provide leadership and direction to all ServiceNow Products
- Collaborate with Architecture, Design and Technology Services to develop Highways England’s ServiceNow strategy and develop leading edge platform technologies
- Collaborate with Delivery Teams to implement and configure common ServiceNow applications and capabilities
- Collaborate with Service Operations to monitor performance, resolution of incidents as well as driving quality, value and continuous improvement opportunities
- Effectively communicate complex, technical requirements to a range of non-technical business stakeholders
- Lead a range of programme management activities to support of the service owner or programme lead
- Manage the end to end lifecycle of ServiceNow, including costs, contracts and supplier relationships
Person Specification
Business Knowledge and Experience / Functional / Technical Skills Degree qualified, preferably in Information Technology, Engineering or Mathematic subject, or equivalent experience. In-depth knowledge, proven expertise and practical experience using ServiceNow and applying its applications. Strong ITIL knowledge Strategic ownership (Practitioner) - Able to develop a long-term vision and objectives. Discerning and disciplined in focusing on what is important and most relevant. Able to develop the capability of others. Life-cycle perspective (Expert) - Able to apply experience of multiple parts of the lifecycle. Able to recognise when it is right to move forward and when it is right to stop. Able to recognise the appropriate deliverables and the right people to meet these. Able to work with other Agile delivery operations throughout the product lifecycle. Able to plan and engage with the appropriate stakeholders at a particular stage in the project. User focus (Expert) - Gives direction on which tools / methods to use. Is experienced in meeting the needs of users across a variety of channels. Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the business. Applies strategic thinking in how to provide the best service for the end user. Product ownership (Expert) - Capable of starting to define and create approaches. Able to coach others. Able to implement new ways of working. Is aware of what other sectors are doing. Understands what is most important and applicable. Financial ownership (Practitioner) - Understands the market place, realising the benefit and persuading others that a product is the right one to use. Able to integrate a product with other services. Capable of ensuring products get used. Able to realise benefits by linking work in progress back to the business case. Able to build business cases based on user needs. Operational management (Expert) - Keeps abreast of industry best practice and cascades ways of working. Knows how to make operations efficient. Is the escalation point for major operational issues and champions operational management across the community. Works closely with leaders of operational delivery teams in DDaT. Experience of working within constraints (Practitioner) - Able to influence, challenge and coach. Can anticipate how constraints might change and know where to challenge or remove constraints. Agile working (Expert) - Coaches and leads teams in Agile and Lean practices, determining the right approach for the team to take and evaluating this through the life of a project. Is able to think of new and innovative ways of working to achieve the right outcomes. Is able to act as a recognised expert and advocates for the approaches, continuously reflecting and challenging the team. DDaT perspective (Practitioner) - Has knowledge of the wider digital economy and advances in technology. Understands Agile Working at an organisational level. Able to create the environment for success. Able to drive working with other DDaT roles, job families and professions. Problem ownership (Expert) - Capable of starting to define and create approaches. Able to coach others. Able to implement new ways of working. Is aware of what other sectors are doing. Understands what is most important and applicable.
