Product Manager, ServiceNow

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

Product Manager, Service Now

Location:

Brampton, ON
As a Product Manager, Service Now at Loblaw, you will play a pivotal role in shaping and advancing our enterprise Service Now platform, improving how teams work, collaborate, and access technology services across the organization.

You will own the product roadmap, oversee the platform enhancement portfolio, and champion continuous improvement and business adoption. Working closely with business stakeholders, Product Analysts, Developers, and external partners, you will translate evolving business needs into practical, scalable solutions that simplify processes, enhance user experiences, and create measurable business value.

This role offers an opportunity to influence enterprise technology decisions, shape product direction, and foster a culture of innovation, collaboration, and continuous improvement.

What You'll Do
Product Strategy & Roadmap

Own and evolve the Service Now product roadmap, aligning platform capabilities, enhancement priorities, and future investments with enterprise objectives and business needs.

Oversee the product lifecycle, including demand intake, requirements assessment, backlog prioritization, release planning, and post-implementation evaluation.

Establish and maintain a prioritized product backlog, balancing business value, technical dependencies, operational needs, and development capacity.

Identify opportunities to expand Service Now capabilities, simplify workflows, reduce manual effort, and enhance service experiences through automation and platform innovation.

Apply product governance principles to evaluate enhancement requests, assess business impact, and maintain alignment with platform standards and long-term sustainability.

Business Engagement & Product Adoption

Build strong partnerships with IT and business stakeholders to understand operational challenges, uncover improvement opportunities, and align Service Now solutions with business objectives.

Champion the adoption of Service Now capabilities by identifying barriers to usage, promoting platform benefits, and encouraging consistent processes across the enterprise.

Develop and execute adoption strategies, including stakeholder communications, user enablement, training materials, and targeted engagement initiatives.

Facilitate regular stakeholder discussions to review product progress, align priorities, communicate upcoming enhancements, and gather feedback on evolving business needs.

Act as a trusted product advisor, helping business partners understand platform capabilities, evaluate solution options, and maximize the value of their Service Now investment.

Product Execution & Cross-Functional Collaboration

Partner with Product Analysts and Developers to translate business requirements into well-defined user stories, acceptance criteria, and technically feasible solutions.

Guide cross-functional teams toward shared product priorities, reinforcing accountability, collaboration, and consistent product delivery practices without direct reporting authority.

Coordinate user acceptance testing (UAT), validate business readiness, secure stakeholder sign-off, and facilitate knowledge transfer to deployment and support teams.

Maintain visibility into release schedules, technical dependencies, and implementation risks, proactively addressing issues that could impact product commitments.

Foster effective working relationships across business, technology, vendor, and offshore teams to support timely decisions, clear communication, and successful product outcomes.

Continuous Improvement & Platform Optimization

Champion a continuous improvement mindset by regularly evaluating existing workflows, identifying inefficiencies, and recommending enhancements that improve user experience and operational effectiveness.

Gather and incorporate user feedback, service trends, and stakeholder insights to inform backlog priorities and future product enhancements.

Evaluate the effectiveness of implemented solutions, identifying opportunities to strengthen adoption, simplify processes, and improve service quality.

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