ITSM Tooling Product Manager

About

The Role Right across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career, with us youll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working? As an organisation, there is little we dont do and plenty to get involved in. Our Group Support roles are vital in making sure we can help over 11,000 people deliver essential infrastructure seamlessly across water, energy, transport and telecom. Reporting to the Head of Service Governance & Improvement, the ITSM Tooling Product Manager will be responsible for the vision, strategy, governance and continual improvement of M Group Technology's Service Now platform and wider Service Management tooling ecosystem.

As the Product Owner for Service Now, you'll ensure the platform supports efficient, standardised and measurable service delivery across Technology and its service partners. Working closely with stakeholders across the business, you'll balance operational priorities with strategic objectives while driving platform adoption, automation, self-service and continuous improvement. Want to come and be a part of it? What will you be doing?

Lead the strategy, roadmap and governance of the Service Now platform, ensuring it remains aligned with business priorities, Technology objectives and Service Management best practice. You'll manage platform demand, prioritise enhancements and oversee the delivery of new capabilities that maximise business value. Drive Service Management excellence by ensuring Service Now effectively supports key ITSM processes, including Incident, Problem, Change, Request, Knowledge, Configuration, Service Level and Asset Management.

You'll champion automation, workflow optimisation and self-service capabilities to improve user experience and operational efficiency. Manage relationships with Service Now development and support partners, ensuring high standards of service delivery, roadmap execution and platform performance. You'll work collaboratively with suppliers and internal stakeholders to drive continual improvement and maintain a sustainable platform strategy. Provide leadership to the ITSM Tooling team, developing capability, encouraging innovation and creating a culture focused on performance, collaboration and continuous improvement.

You'll also deliver meaningful reporting and insights that support data-driven decision making across Technology. What you'll bring Essential Experience managing Service Now as a product, platform or strategic business capability. Strong knowledge of Service Now ITSM/ITOM and Service Management best practices. Experience managing roadmaps, backlogs, releases and platform governance. Experience driving automation, self-service and continuous improvement initiatives. Strong stakeholder management, supplier management and influencing skills.

Experience leading and developing teams. ITIL Foundation certification or equivalent. Desirable Service Now CSA or related certification.

Experience with HAM Pro, SAM Pro, CMDB or AI-enabled Service Now capabilities. Agile Product Owner or Scrum certification.

Experience with in large, complex or multi-supplier environments.

Whats in it for you?

We offer a range of benefits designed to support your life in and out of work, some of which include;
Matched or contributory pension scheme Online GP service, 24 hours a day, 365 days a year Employee assistance programme My Rewards portal, access to 1000s of retail discounts Life assurance Cycle to work, salary finance and give as you earn schemes Enhanced maternity, paternity leaveand adoption leave Reward and recognition scheme In addition, this role offers;
Company car or car allowance and fuel card with a range of EVand hybrid vehicles to choose from My Car Choice our salary sacrifice EV/ Hybrid car scheme Private health care and health care cash plan for you and your family Discretionary bonus scheme 25 days annual leave plus bank holidays Recommend a friend get rewarded for introducing people to us!

About us We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion…