Product Manager

Job number COO
01418 Faculties Chief Operating Officer (COO) Team Departments Information & Communication Technologies Salary or Salary range £59,808 - £71,793 per annum Location/campus White City Campus
- Hybrid Contract type work pattern Full time
- Open ended Posting End Date 2 Sept 2026

The Customer Success team is seeking a Product Manager to work alongside the ASK Development team to establish an embedded Service Now Platform Squad. This team will focus on Providing a stable, scalable, and continuously evolving enterprise service platform, enabling efficient service delivery through automation, standardisation, and innovation.

This role will be a central figure driving the continuous evolution of the enterprise Service Now platform to ensure reliable operation, reduce manual effort, and support scalable service delivery across the university.

This role will act as a key role to bridge between the customer success team and development team ensuring that roadmaps are aligned, we are working on the right priorities and maximising value of the product and delivering value, driving the team to deliver improvements at a regular cadence.

This team will work alongside a second Service Now Product Squad focused on the user experience who will ensure people can easily find the information they need and resolve queries through intuitive, seamless experiences that mask Imperials complexity.

This role will work alongside a Senior Product Manager who will ensure responsibility for aligining of the two delivery squads.

Key Responsibilities

• Owning the product roadmap (plan of upcoming changes and developments) and delivery plan for assigned products, ensuring delivery aligns with agreed institutional goals and measurable success criteria.
• Lead a cross‑functional squad to deliver agreed outcomes, setting delivery priorities,allocating work, and monitoring progress.
• Own and manage the product backlog (prioritised list of work to be delivered), ensuring items are well‑defined, estimated, and sequenced for effective iterative delivery.
• Lead delivery activity across internal teams and external vendors, coordinating day-to-day collaboration to ensure delivery commitments are met and work aligns with scope, quality, and timescale expectations.
• Explore ideas and capture user stories for new and existing intititves and epics.
• Build strong, influential relationships with stakeholders across ICT, academic, and operational areas to ensure product decisions are understood, supported, and adopted.
• Communicate product vision, productstrategyand roadmap to all stakeholders.
• Lead on service design, and analysts to translate insights into actionnable delivery priorities, capturing the stories.
• Monitor service performance and adoption, using analytics and feedback toidentifyareas for improvement.
• Work with key users regularly to continously enhance the Product.

Report on product status, risks, delivery progress, and impact to relevant forums, escalating significant risks or issues.

• Professional experience and or a qualification in a relevant discipline (e.g. product management, user-centred design, or service design)
• Experience leading the delivery of one or more digital products through discovery, iterative delivery, and continuous improvement.
• Knowledge / experience of product management of an Enterprise Service Management product.
• Proven track record of leading a squad to deliver tangible product outcomes.
• Strong Prioritisation skills and experience managing a product backlog and aligning delivery with institutional priorities.
• Well-honed communication skills and the ability to managing relationships with senior stakeholder and vendors, ICT teams, and operational stakeholders to deliver product features and enhancements.
• Working knowledge and experience of agile delivery frameworks such as Scrum or Kanban, and how these are applied in practice.
• Committed to delivering user-centred digital services and building long-term relationships with users and stakeholders.
• Experience of setting out clear success criteria delivering change and measuring success

• The opportunity…