Head of Product - Service

Head of Product - Service Now Capita
• London, UK

We are seeking a highly skilled and experienced Head of Product Service Now to lead our Service Now product strategy and operations. This role is pivotal in driving our Service Now initiatives, ensuring the delivery of high-quality services, and fostering innovation within the organization.

• Developing and implementing the overall Service Now product strategy for Capita, aligning with business objectives and goals.
• Leading and managing the Service Now product team, providing guidance, mentorship, and support to ensure high performance and professional growth.
• Overseeing the design, deployment, and management of Service Now solutions, ensuring scalability, reliability, and security.
• Collaborating with cross-functional teams to drive Service Now adoption and integration across the organization.
• Monitoring and optimise Service Now performance, costs, and resource utilization to achieve operational efficiency.
• Stay updated with the latest Service Now technologies and trends, and recommend improvements and innovations.

• Proven experience as a Product Owner for enterprise Service Now platforms in an MSP or SaaS environment. Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Deep understanding of Service Now enterprise modules (ITSM Pro, ITOM, Sec Ops, CSM, HR, Risk) and platform architecture.
• Understanding of Agentic AI concepts: autonomous agents, task orchestration, cognitive automation, and decision‑making frameworks.
• Track record of driving product strategy and roadmap execution with AI or data‑driven product enhancements.
• Experience in productising AI capabilities or building go‑to‑market strategies around intelligent services.

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita’s colleagues, businesses and clients.

We design, build and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services – from working collaboratively with Capita’s businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effectively and securely.

TSS is right at the heart of Capita, as we work to create a technology‑led organisation. You’ll be part of a Capita‑wide network of over 30,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.

Our purpose is to create a better outcome for you.

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

Home‑Based - G , United Kingdom

Full time

Permanent