ITSM Tooling Product Manager

Salary: £24,500 - 42,000 per year

Requirements:

• Experience managing ServiceNow as a product, platform or strategic business capability.
• Strong knowledge of ServiceNow ITSM/ITOM and Service Management best practices.
• Experience managing roadmaps, backlogs, releases and platform governance.
• Experience driving automation, self-service and continuous improvement initiatives.
• Strong stakeholder management, supplier management and influencing skills.
• Experience leading and developing teams.
• ITIL Foundation certification or equivalent.
• Desirable: ServiceNow CSA or related certification.
• Desirable: Experience with HAM Pro, SAM Pro, CMDB or AI-enabled ServiceNow capabilities.
• Desirable: Agile Product Owner or Scrum certification.
• Desirable: Experience within large, complex or multi-supplier environments.

Responsibilities:

• Lead the strategy, roadmap and governance of the ServiceNow platform, ensuring alignment with business priorities, Technology objectives and Service Management best practice.
• Manage platform demand, prioritise enhancements and oversee delivery of new capabilities that maximise business value.
• Drive Service Management excellence by ensuring ServiceNow supports Incident, Problem, Change, Request, Knowledge, Configuration, Service Level and Asset Management.
• Champion automation, workflow optimisation and self-service capabilities to improve user experience and operational efficiency.
• Manage relationships with ServiceNow development and support partners, ensuring high standards of service delivery, roadmap execution and platform performance.
• Work collaboratively with suppliers and internal stakeholders to drive continual improvement and maintain a sustainable platform strategy.
• Provide leadership to the ITSM Tooling team, developing capability, encouraging innovation and creating a culture focused on performance, collaboration and continuous improvement.
• Deliver meaningful reporting and insights that support data-driven decision making across Technology.

Technologies:

• AI
• CMDB
• Support
• ITIL
• ITSM
• Product Owner
• ServiceNow
• Office 365
• Product Manager

More:

We are M Group Technology, supporting over 11,000 people to deliver essential infrastructure across water, energy, transport and telecom. We offer a friendly, fun and respectful environment where you are encouraged to thrive, alongside a range of benefits including pension, online GP service, employee assistance programme, discounts, life assurance, cycle to work, enhanced family leave, company car or allowance, private health care, bonus scheme and 25 days annual leave plus bank holidays. We are committed to being an employer of choice, supporting diversity, inclusion and development through our ENABLE networks, veteran recruitment focus and industry recognised training and development programmes.

last updated 38 week of 2026