Product and Operations Lead – ServiceNow

About the role:

As a Partner in our business your number one focus is to work collaboratively to create more value for our customers and our business.

As the Product and Operations Lead – Service Now, you will lead the development and operational maintenance of the JLP Service Now environment, supporting ITSM and CMDB. You will define and own the multi-year Service Now roadmap, aligning platform capabilities with the Service Management and organisational goals and digital transformation initiatives. You will seek to improve the operational efficiency of the organisation through the use of Service Now by identifying and developing opportunities for integrations and automations and associated process improvements.

Note that all development and operations of Service Now are provided by our 3rd party infrastructure partner and therefore you will not have admin access to the platform.

You will maintain a holistic view of technical services, projects and outcomes for Service Now, ensuring technical delivery and operational performance of services provisioned via offshore 3rd party suppliers. You will be a key touch point for the business and for colleagues within IT. You will also focus on developing and maintaining stakeholder relationships, demonstrating effective influencing skills.

You will have the opportunity to develop and stretch personally and professionally to achieve your potential.

• Expected salary - up to £75,000
• Contract type - permanent contract
• Working pattern/flexible working - the Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs, whilst balancing the needs of the business.
• Location - this role is based at our Bracknell Head Office campus. Please note any cost incurred as a result of travel to the office is the responsibility of the successful candidate.

• Strategic Vision &
  
  Roadmap:
  
  Define and own the multi-year Service Now roadmap, aligning platform capabilities with organisational goals and digital transformation initiatives.
• Stakeholder & Governance Leadership:
  Establish and chair governance boards to ensure cross‑functional transparency and lead engagement with senior directors to translate complex needs into deliverable requirements.
• Commercial & Vendor Management:
  Oversee licensing strategy, manage vendor relationships, and lead procurement activities, including the creation of Statements of Work (SOWs).
• Platform Development:
  Keep abreast of Service Now product development and understand how this would be useful for JLP. Network with other Service Now customers to understand best practice and ways of working.
• Platform Advocacy:
  Champion the platform across the business, identifying opportunities for workflow automation, integrations with other relevant platforms (such as Jira, Confluence, Slack, Salesforce etc.) and driving adoption of new modules and features beyond our initial use of ITSM Pro.

• Set clear intent, direction and guardrails to achieve outcomes, aligned to the Partnership and business area strategy.
• Empower and support 3rd party offshore team to make decisions and resolve challenges in line with the strategy.
• As a co‑owner, actively share the responsibilities of ownership and support Partners and colleagues to have a voice in our business.
• Invest in your personal and professional development, utilising the opportunities available to you through your Profession to develop your skills and capabilities.
• Engage with your function, supporting your lead to continuously develop and improve it.
• Implement architectural and business commerce strategy to maximise the benefit and use of Service Now.
• Mitigate business risk while protecting throughput and business value.
• Assure operability delivery of Service Now.
• Owns ways of working in capabilities and encourages safe experimentation in build and run.
• Ensures services meet business need and manage major incidents as point of escalation.
• Ensures all teams / services have clear OKRs.
• Measure service(s) throughput and value released to ensure it is meeting required business impact.
• Optimise cost of delivery by effectively using…