Product Manager

Head of Product - Service Now

As the Product owner for ServiceNow Enterprise Platform, you will lead the strategic development and productisation of enterprise-scale ServiceNow solutions across a broad MSP client base. You will lead cross-functional teams to develop and deliver products that meet business objectives. By analysing the competition and gathering user insights, you will ensure continuous improvement throughout the product's lifecycle.

A key focus of this role is leveraging Agentic AI capabilities, intelligent, autonomous agents that can perceive, reason, and act to enhance automation, decision-making, and user experience across the ServiceNow ecosystem.

You’ll work at the intersection of product innovation, AI integration, and service orchestration to ensure that the platform delivers intelligent, scalable, and adaptive services.

Role Overview: We are seeking a highly skilled and experienced Head of Product ServiceNow to lead our ServiceNow product strategy and operations. This role is pivotal in driving our ServiceNow initiatives, ensuring the delivery of high-quality services, and fostering innovation within the organization.

What you will be doing:

• Developing and implementing the overall ServiceNow product strategy for Capita, aligning with business objectives and goals.
• Leading and managing the ServiceNow product team, providing guidance, mentorship, and support to ensure high performance and professional growth.
• Overseeing the design, deployment, and management of ServiceNow solutions, ensuring scalability, reliability, and security.
• Collaborating with cross-functional teams to drive ServiceNow adoption and integration across the organization.
• Monitoring and optimize ServiceNow performance, costs, and resource utilization to achieve operational efficiency.
• Stay updated with the latest ServiceNow technologies and trends, and recommend improvements and innovations.

What we are looking for:

• Proven experience as a Product Owner for enterprise ServiceNow platforms in an MSP or SaaS environment.
• Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Deep understanding of ServiceNow enterprise modules (ITSM Pro, ITOM, SecOps, CSM, HR, Risk) and platform architecture.
• Understanding of Agentic AI concepts: autonomous agents, task orchestration, cognitive automation, and decision-making frameworks.
• Track record of driving product strategy and roadmap execution with AI or data-driven product enhancements.
• Experience in productising AI capabilities or building go-to-market strategies around intelligent services.