Product And Operations Lead - ServiceNow Job at John Lewis & Partners (Bracknell)

Job Description

As the Product and Operations Lead - ServiceNow, you will lead the development and operational maintenance of the JLP ServiceNow environment, supporting ITSM and CMDB. You will define and own the multi-year ServiceNow roadmap, aligning platform capabilities with the Service Management and organisational goals and digital transformation initiatives. You will seek to improve the operational efficiency of the organisation through the use of ServiceNow by identifying and developing opportunities for integrations and automations and associated process improvements. Note that all development and operations of ServiceNow are provided by our 3rd party infrastructure partner and therefore you will not have admin access to the platform. You will maintain a holistic view of technical services, projects and outcomes for ServiceNow, assuring technical delivery and operational performance of services provisioned via offshore 3rd party suppliers. You will be a key touch point for the business and for colleagues within IT. You will also focus on developing and maintaining stakeholder relationships, demonstrating effective influencing skills. You will have the opportunity to develop and stretch personally and professionally to achieve your potential.

Job Responsibility

Define and own the multi-year ServiceNow roadmap, aligning platform capabilities with organisational goals and digital transformation initiatives
Establish and chair governance boards to ensure cross-functional transparency and lead engagement with senior directors to translate complex needs into deliverable requirements
Oversee licensing strategy, manage vendor relationships, and lead procurement activities, including the creation of Statements of Work (SOWs)
Keep abreast of ServiceNow product development understanding how this would be useful for JLP
Network with other ServiceNow customers to understand best practice and ways of working
Champion the platform across the business, identifying opportunities for workflow automation, integrations with other relevant platforms (such as Jira, Confluence, Slack, SalesForce etc.) and driving adoption of new modules and features beyond our initial use of ITSM Pro
Set clear intent, direction and guardrails to achieve outcomes, aligned to the Partnership and business area strategy
Empower and support 3rd party offshore team to make decisions and resolve challenges in line with the strategy
As a co-owner, actively share the responsibilities of ownership and support Partners and colleagues to have a voice in our business
Invest in your personal and professional development, utilising the opportunities available to you through your Profession to develop your skills and capabilities
Engage with your function, supporting your lead to continuously develop and improve it
Implements architectural and business commerce strategy to maximise the benefit and use of ServiceNow
Mitigate business risk while protecting throughput and business value
Assure operability delivery of ServiceNow
Owns ways of working in capabilities and encourages safe experimentation in build and run
Ensures services meet business need and manage major incidents as point of escalation
Ensures all teams / services have clear OKRs
Measure service(s) throughput and value released to ensure it is meeting required business impact
Optimise cost of delivery by effectively using Partners and 3rd Parties by finding and removing all waste in the process
Fights for balance of sensible prioritisation to remove technical debt and closes services, applications and infrastructure safely

Requirements

Can plan effectively and is heavily outcome focused
Has owned business problems and transformed business process with defined business impact
Strong stakeholder management skills
Demonstrates integrity by tenaciously doing the right thing in the face of mounting pressure
Demonstrates a high level of personal accountability
Typically 8-10+ years in product management or enterprise platform ownership, with significant exposure to the ServiceNow ecosystem, particularly ITSM and CMDB
Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in modules like ITSM, CMDB, ITOM and CSDM
Proven ability to manage multidisciplinary teams, working extensively in a matrix management environment
Strong financial acumen, including budget ownership, ROI assessment, and benefit realisation planning

What we offer

Leisure Learning (up to £200 towards certain tutored courses)
25% off at John Lewis and 20% at Waitrose
Clubs and Societies
Generous holiday provision
Pension and Life Assurance
Exclusive Partnership hotels

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Product And Operations Lead - ServiceNow

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