Lead Product Manager – ServiceNow

Job description

Job responsibilities

Role Purpose

As the Lead Product Manager ServiceNow, you will be accountable for the strategic direction and operational excellence of the ServiceNow platform. Your role spans product leadership, stakeholder engagement, commercial oversight, and supplier delivery assurance. You will lead the planning and delivery of platform enhancements that underpin critical services across UKHSA.

Core Responsibilities

Your responsibilities will include:

• Develop and maintain a long-term product vision and roadmap, evolving platform capabilities in line with organisational needs.
• Establish and manage product governance boards, ensuring cross-functional engagement and transparency of decision-making.
• Manage the full agile delivery lifecycle: backlog refinement, sprint planning, releases, and retrospectives.
• Engage with internal departments to identify opportunities to automate and improve workflows using ServiceNow.
• Lead on licensing strategy and optimisation, including audit readiness and compliance with contractual terms.
• Work closely with Commercial and Legal teams to produce Statements of Work, evaluate suppliers, and support procurement exercises.
• Hold third-party suppliers to account for their delivery commitments, managing performance through KPIs and SLAs.
• Collaborate with service owners, business analysts, developers, and technical leads to ensure effective and secure implementations.
• Develop user feedback mechanisms and performance reporting to drive continuous service improvement.
• Support a community of practice for product managers and ensure alignment to GDS product management standards. #

This is not a definitive list.

Working Relationships

This role works closely with:

• Senior leaders across the agency
• Procurement and Commercial teams
• The Digital Governance Board and Architecture Review Board
• Internal and external ServiceNow developers, consultants, and vendors

Additional Clauses

• The postholder will requireSC Clearancedue to access to potentially sensitive data
• The role aligns with the GDaD Product Managementcapability framework and GDS service standards
• Travel to UKHSA hubs may be required to support in-person workshops and stakeholder engagement

Role Criteria

Essential role criteria:

• ServiceNow Certified System Administrator or Implementation Specialist.
• A degree-level qualification (Level 6 or above) in a relevant discipline such as Computer Science, Information Systems, Business Management, or a related field
• Proven experience as a senior product manager with ownership of a platform or enterprise service.
• Extensive knowledge of ServiceNow platform capabilities and lifecycle management.
• Experience managing commercial suppliers including contract negotiation, SOW development, and delivery assurance.
• Strong financial and procurement literacy, including licensing models and budget ownership.
• Excellent stakeholder engagement skills, capable of operating across director-level and technical teams.
• Deep understanding of agile principles, user-centred design, and product delivery methods.
• Proven track record of developing product roadmaps and overseeing successful deployments.
• Experience producing business cases, value assessments, and benefit realisation plans.
• Exceptional communication and leadership skills with the ability to influence at all levels.

Desirable role criteria:

• Experience working within government or regulated environments aligned to GDS or NCSC principles.
• Familiarity with ServiceNow licensing and procurement frameworks (e.g. CCS, G-Cloud).
• Understanding of ITIL practices, especially Incident, Change, and Asset Management.
• Experience leading multidisciplinary teams including developers, UCD specialists, and business analysts.
• Ability to deliver against KPIs and OKRs in a fast-paced operational environment.
• Familiarity with platform governance and service assurance processes.
• Active member of a product community or thought leadership group.
• Experience developing or contributing to business continuity or disaster recovery plans.
• Awareness of upcoming trends in ITSM, low-code/no-code platforms, and digital service delivery.
• Experience implementing or integrating other modules within the ServiceNow ecosystem (e.g. HRSD, SecOps, GRC).

Selection Process

This vacancy is using Success Profiles and will assess your behaviours and technical skills.

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the listed essential criteria, and this will be in the form of:

• an application form (Employer/ Activity history section on the application)a 800 word supporting statement

This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.

You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV.

Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 800 words. We will not consider any words over 800 words.

Longlisting: In the event of a large number of applications we will longlist into 3 piles of:

• Meets all essential criteria
• Meets some essential criteria
• Meets no essential criteria

Only those meeting all essential criteria will be taken through to shortlisting.Shortlisting: In the event of a large number of applications we will shortlist on:

• ServiceNow Certified System Administrator or Implementation Specialist.

Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates.

If you are successful at this stage, you will progress to interview and assessment.

Feedback will not be provided at this stage.

Stage 2: Interview (Success Profiles)

You will be invited to a face to face interview in Canary Wharf. In exceptional circumstances, we may be able to offer a remote interview.

Behaviours and technical skills will be tested at interview.

You will be required to prepare a 15 minute presentation as part of the interview. The details of this will be What are the key foundational aspects for any ServiceNow enterprise deployment?

The Behaviours tested during the interview stage will be:

• Seeing the Big Picture
• Leadership
• Communicating and Influencing
• Managing a Quality Service

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Location

This role is being offered as hybrid working based at any of our Core HQs in Birmingham, Leeds, Liverpool or London (Canary Wharf).

We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, averaged over a month) in one of our Core HQs.

Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Eligibility Criteria

Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).

Security Clearance Level Requirement

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Security Check clearance.

For meaningful National Security Vetting checks to be carried out individuals need to have lived in the UK for a sufficient period of time. You should normally have been resident in the United Kingdom for the last 5 years as the role requires Security Check (SC) clearance. UK residency less than the outlined periods may not necessarily bar you from gaining national security vetting and applicants should contact the Vacancy Holder / Recruiting Manager listed in the advert for further advice.

Salary information

If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.

Please be aware that the salary is based on the office location:

Grade 6

• £70,797-£81,450 (National)
• £72,950- £83,443 (Outer London)
• £75,104- £85,436 (Inner London)

This role qualifies for an annual Market Pay Supplement of up to £15000 based on a capability assessment. MPS review date: 11 September 2026.

Person Specification

Application form and supporting statement

• Application form and supporting statement

Behaviours

• Seeing the big picture
• Leadership
• Communicating and influencing
• Managing a quality service

Presentation

• Presentation

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

UK Health Security Agency

Address

Core HQs - Birmingham, Leeds, Liverpool or London (Canary Wharf)

Birmingham, Leeds, Liverpool or London (Canary Wharf)

E14 4PU

Employer's website

https://www.gov.uk/government/organisations/uk-health-security-agency