About the Role
The ServiceNow Product Manager is tasked with transforming ServiceNow into the company's centralized enterprise workflow and service management platform. This role drives standardization, automation, and measurable adoption across IT, HR, Facilities, and Corporate Services by owning the end-to-end product strategy, roadmap, governance, and vendor delivery. The focus is on evolving ServiceNow from a traditional IT ticketing tool into a comprehensive digital workflow engine by advancing ITIL and ITOM maturity and enabling scalable automation and AI-powered capabilities while ensuring security and compliance.
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Key Accountabilities:
- Own and define the ServiceNow product vision and multi-year roadmap, transitioning from an ITSM tool to the company's enterprise workflow and service management platform.
- Manage and prioritize the product backlog based on business value, standardization, and automation potential, while enforcing an Out-of-the-Box (OOTB) adoption-first strategy to minimize customization and technical debt.
- Maintain a rolling 3-year platform business case to quantify the value of ServiceNow expansion, justifying roadmap investment decisions to the Director.
- Conduct annual ServiceNow platform health assessments, including analysis of technical debt, upgrade readiness, and presenting a remediation roadmap to the Director.
- Drive centralization of all service requests into ServiceNow across various departments including IT, HR Shared Services, and Facilities / Corporate Services.
- Own and maintain a ServiceNow Function Onboarding Playbook to standardize the onboarding of new business functions onto the platform.
- Maintain a Shadow Tool Register to track all service management tools operating outside ServiceNow, and execute a consolidation roadmap to eliminate duplicates.
- Partner with Finance to ensure ServiceNow financial management modules support transparent IT cost allocation and chargeback.
- Define a ServiceNow governance model for the company's owned entities, managing data sovereignty and access controls.
- Lead the evolution of ITIL v4-aligned processes, ensuring ServiceNow drives process discipline.
- Define and own the CMDB data governance model, including accuracy KPIs and reconciliation processes.
- Mature ITOM capabilities focusing on data quality and usability.
- Establish a Problem Management Centre of Excellence for proactive problem analysis and presentation of intelligence.
- Evolve ServiceNow Event Management as the enterprise event correlation layer.
- Enable and expand ServiceNow Virtual Agent and Now Assist capabilities to automate common tasks.
- Ensure Virtual Agent supports both Arabic and English interactions suitable for the company's teams.
- Evaluate and pilot ServiceNow's Now Assist capabilities while ensuring compliance with the company's AI governance framework.
- Build and mature the 'IT-for-IT' automation layer for enhanced cross-functional workflows.
- Maintain a Workflow Automation Library for reusable automation patterns.
- Define and track adoption and maturity KPIs for ServiceNow usage.
- Develop and maintain dashboard layers in ServiceNow for operational, management, and executive insights.
Qualifications
- Bachelor’s degree in IT, computer science, or a related field; relevant certifications preferred.
- ServiceNow Certified System Administrator (CSA) — required.
- ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM) — required.
- ServiceNow Certified Implementation Specialist — ITOM (CIS-ITOM) — required.
- ITIL v4 Managing Professional or equivalent — required.
- Certified Scrum Product Owner (CSPO) or equivalent product management certification — desirable.
Preferred Experience:
- 7–10+ years in ServiceNow product ownership or platform leadership, particularly with ITSM transformation and platform adoption across multiple business functions.
- Experience managing ServiceNow in outsourced environments; experience in large, complex organizations preferred.
- Demonstrated experience managing ServiceNow implementation partners under outcome-based delivery models.
- Experience in the energy, utilities, or asset-intensive sector preferred; familiarity with the UAE regulatory environment is an asset.
Job-Specific Skills:
- Expertise in ServiceNow platform functions including ITSM, ITOM, CMDB, HRSD, and automation capabilities.
- Comprehensive knowledge of ITIL v4 processes including incident, problem, change, and request management.
- Strong product management skills within backlog prioritization and roadmap governance.
- Vendor governance experience, managing SLAs, and optimizing license utilization.
- Understanding of FinOps discipline related to platform cost allocation models.
- Strong stakeholder management abilities to engage with various business units on platform adoption.
