Director, ServiceNow Data Intelligence & Product Manager

Director, Service Now Data Intelligence & Experience Product Manager Why Us!

At GSK, we unite science, technology and talent to get ahead of disease together. We are a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together. We’re proud to be leading a healthcare revolution, and we’re looking for people who can help us deliver on our ambition

Job Purpose   The Director, Service Now Data Intelligence & Experience Product Manager leads a group of related Products within a Service Now Platform & Enterprise Tools Domain, ensuring they deliver measurable value, support business processes, and are continuously improved. They work closely with the Service Desk and key stakeholders to translate functional goals into product roadmaps and provide direction to Product Owners on prioritisation, delivery focus, and product performance.  

The Director, Service Now Data Intelligence & Experience Product Manager ensures Core Products - Knowledge, Chat, Voice of Customer, Performance Analytics and Azure Data Lake, VA NLU - are usable, compliant, secure, and efficient to operate, while fostering a culture of agile delivery, value realisation, user experience, and continuous improvement. This role is accountable for the Service Now data strategy in Code Orange (Azure) and Google Cloud Platform and demand for data, analytics and reporting capability is translated into an actionable product roadmap and delivered through third-party delivery partners.

Key Responsibilities:

Translate functional strategies provided by the Senior Director, Service Now Platform & Enterprise Tools into actionable product roadmaps and delivery priorities across a related group of Core Products
- Knowledge, Chat, Voice of Customer, Performance Analytics and BI Data Lake, VA NLU  Provide direction and coaching to Product Owners, ensuring requirements are well-defined, business cases for investment are robust, backlogs are prioritised to support business goals, architectural guidance, compliance needs, data-driven decisions, Fin Ops considerations, and domain ecosystem dependencies through cross-functional partnering. Partner with business stakeholders and process and governance owners to understand pain points, process challenges, data and reporting requirements, executive information needs and improvement opportunities.

Translate this demand into product enhancements and delivery priorities for third-party delivery partners, without assuming ownership or governance of the underlying processes. Oversee delivery execution across the product group through third-party delivery partners, ensuring delivered capabilities meet agreed business requirements, data / architecture standards, quality / usability expectations and service outcomes. Manage third-party delivery and execution across the Data Intelligence product group, holding delivery partners accountable for agreed scope, milestones, quality, GSK standards and acceptance criteria.

Promote agile and iterative delivery practices (e.g. SaFe, Scrum), supporting incremental value release, transparency of priorities, and improved collaboration with business users. Act as the escalation point for critical product performance, delivery issues, and dependency conflicts, addressing risks and facilitating decisions. Champion the adoption of user-centred improvements, business process optimisation, and automation opportunities that reduce cycle time and enhance user experience.

Ensure effective risk, security, and compliance management (e.g. ISO controls) across the product group, embedding relevant controls in partnership with security and compliance SMEs. Support Solution Architects in shaping cross-product and cross-platform…