ServiceNow Product Manager

About the Role
This role focuses on transforming ServiceNow into a centralised enterprise workflow and service management platform at the company. The ServiceNow Product Manager is responsible for the end-to-end product strategy, roadmap, governance, and vendor delivery, driving standardisation and automation across IT, HR, Facilities, and Corporate Services. The aim is to evolve ServiceNow from a traditional IT ticketing tool into a comprehensive digital workflow engine, enhancing ITIL and ITOM maturity, automating service requests, and providing visibility into adoption and value realisation.

Key Responsibilities

• Own and define the ServiceNow product vision and multi-year roadmap to transition from an ITSM tool to an enterprise workflow and service management platform across various business functions.
• Manage and prioritize the product backlog based on business value, standardization, and automation potential, enforcing an Out-of-the-Box (OOTB) adoption-first strategy.
• Maintain a rolling 3-year platform business case to quantify the value of ServiceNow expansion, justifying roadmap investment decisions.
• Conduct annual ServiceNow platform health assessments, presenting findings and remediation plans.
• Centralize all service requests into ServiceNow across IT, HR Shared Services, and Corporate Services.
• Maintain a ServiceNow Function Onboarding Playbook for standardized onboarding of new functions.
• Track all service management tools outside of ServiceNow and execute a consolidation roadmap.
• Collaborate with Finance to ensure transparent IT cost allocation through ServiceNow modules.
• Define a governance model for the company's 100%-owned entities regarding ServiceNow usage.
• Lead the evolution of ITIL v4-aligned processes and define governance for the CMDB data model.
• Establish a Problem Management Centre of Excellence and evolve ServiceNow Event Management capabilities.
• Enable and expand ServiceNow Virtual Agent and Now Assist functionality while ensuring compliance with the company's requirements.
• Build and mature a workflow automation library for reusable automation patterns.
• Define and track adoption and maturity KPIs related to ServiceNow functionality.
• Develop and maintain operational, management, and executive dashboards in ServiceNow.

Qualifications
Preferred Qualifications:

• Bachelor’s degree in IT, computer science, or a related field; relevant certifications preferred.
• Required: ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM), ServiceNow Certified Implementation Specialist – ITOM (CIS-ITOM).
• Desirable: ServiceNow Certified Implementation Specialist – HRSD (CIS-HRSD), ITIL v4 Managing Professional, Certified Scrum Product Owner (CSPO).

Preferred Experience:

• 7–10+ years in ServiceNow product ownership or platform leadership, particularly in ITSM transformation across multiple functions.
• Experience managing ServiceNow in outsourced/vendor-led environments, preferably in large organizations.
• Demonstrated experience managing ServiceNow implementation partners under outcome-based delivery models.
• Previous experience in the energy, utilities, or asset-intensive sectors preferred; familiarity with the UAE regulatory environment is an asset.

Job-Specific Skills:

• Proficiency in ServiceNow platform components including ITSM, ITOM, CMDB, HRSD, Virtual Agent, and governance.
• ITIL v4 expertise in incident, problem, change, request, and service level management processes.
• Strong product management skills in backlog prioritization, roadmap governance, and value tracking.
• Ability to manage vendor and license governance, focusing on outcomes and compliance.
• FinOps discipline in platform cost allocation and license utilization.
• Strong skills in AI and automation, especially with ServiceNow's Now Assist/GenAI and Virtual Agent capabilities.
• Effective stakeholder management skills to engage and collaborate with various business unit heads on platform adoption.