Product Owner (ServiceNow)

Job Title: Product Owner (ServiceNow)

Reporting To: Global Head of Enterprise Service Management

Job Type: Full-time, Hybrid

Role Overview

The ServiceNow Lead is responsible for the strategic ownership, design, delivery, and continuous improvement of the ServiceNow platform in support of global IT Service Management (ITSM) objectives. Reporting into the Global Head of ITSM, this role is an individual contributor managing vendors, acting as the primary bridge between business stakeholders, ITSM process owners, and technical delivery teams to ensure ServiceNow is leveraged as an enterprise-grade platform aligned to ITIL best practices and business outcomes.

Key Responsibilities

Platform Strategy & Governance

• Own the ServiceNow platform roadmap in alignment with global ITSM strategy and enterprise priorities
• Define and enforce ServiceNow governance, standards, and best practices across modules and regions
• Partner with the Global Head of ITSM to drive platform maturity, scalability, and adoption

ServiceNow Delivery & Operations

• Lead end-to-end delivery of ServiceNow enhancements, upgrades, and new module implementations
• Ensure stability, performance, and availability of the ServiceNow platform in a global environment
• Oversee configuration, customization, integrations, and data quality across the platform

ITSM & Process Enablement

• Design, configure, and optimize ServiceNow workflows, forms, business rules, scripts, and integrations
• Implement automation-first and AI-enabled solutions
• Enable and optimize core ITSM processes (Incident, Problem, Change, Request, CMDB, Knowledge)
• Collaborate with ITSM process owners to translate process requirements into scalable ServiceNow solutions
• Drive continuous improvement through automation, workflow optimization, and reporting

Stakeholder Management

• Act as the primary point of contact for ServiceNow-related matters for global stakeholders
• Translate business needs into clear functional and technical requirements
• Provide regular updates, metrics, and insights to senior IT leadership

Team & Vendor Leadership

• Lead and mentor ServiceNow developers, administrators, and business analysts (internal and/or external)
• Manage ServiceNow partners and vendors, ensuring quality delivery and value for money
• Conduct design reviews, code reviews, and release planning

Risk, Compliance & Security

• Ensure platform compliance with security, risk, and regulatory requirements
• Support audits and controls related to ITSM and ServiceNow usage
• Manage access controls, data protection, and change governance

ITSM, Automation & Process Enablement

• Enable and continuously improve ITSM processes (Incident, Problem, Change, Request, Knowledge, CMDB) through automation-first design
• Design and implement intelligent workflows to reduce manual effort, improve cycle times, and increase self-service adoption
• Leverage AI-driven categorization, routing, and prioritization to improve service outcomes
• Drive knowledge management automation and shift-left strategies supported by AI and self-healing capabilities

Key Skills & Experience

Essential

• 7+ years of experience working with ServiceNow, including hands-on configuration and leadership roles
• Strong experience with ITSM modules aligned to ITIL practices
• Proven experience leading ServiceNow implementations or large-scale enhancements
• Ability to engage senior stakeholders and translate strategy into execution
• Strong understanding of system integrations, CMDB, and data models

Desirable

• Experience with additional ServiceNow modules (ITOM, ITAM, HRSD, CSM, SecOps)
• Experience in a global, multi-region enterprise environment
• ServiceNow certifications (CSA required; CIS / CAD preferred)
• ITIL v4 certification

Leadership & Behavioral Competencies

• Strategic mindset with strong execution capability
• Influential communicator with excellent stakeholder management skills
• Structured, data-driven approach to problem-solving
• Comfortable operating in a fast-paced, matrixed organization

What Success Looks Like

• A stable, scalable, and well-governed ServiceNow platform
• Improved IT service performance and user satisfaction globally
• High adoption of standardized ITSM processes
• Clear alignment between ServiceNow capabilities and ITSM strategy

Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.