Job Specifications
Birmingham, Leeds, Liverpool or London (Canary Wharf)
Job Summary
We are seeking a highly capable Lead Product Manager – ServiceNow to lead and shape the development and operation of the ServiceNow platform across UKHSA. This is a senior leadership position within the Digital and Data Directorate, responsible not only for the vision and evolution of the ServiceNow product but also for robust stakeholder engagement, supplier governance, and commercial accountability.
As the senior point of ownership, you will translate strategic priorities into actionable delivery plans, manage stakeholder expectations, and own the platform roadmap. You will be responsible for managing vendor relationships, licensing, and procurement activities as well as creating Statements of Work (SOWs) and overseeing contract delivery.
You will champion a user-centred approach to delivery and ensure agile product practices are embedded across multidisciplinary teams. This role sits within the wider Product & Delivery function and reports to the Head of Digital Product Delivery.
Your Responsibilities Will Include:
Develop and maintain a long-term product vision and roadmap, evolving platform capabilities in line with organisational needs.
Establish and manage product governance boards, ensuring cross-functional engagement and transparency of decision-making.
Manage the full agile delivery lifecycle: backlog refinement, sprint planning, releases, and retrospectives.
Engage with internal departments to identify opportunities to automate and improve workflows using ServiceNow.
Lead on licensing strategy and optimisation, including audit readiness and compliance with contractual terms.
Work closely with Commercial and Legal teams to produce Statements of Work, evaluate suppliers, and support procurement exercises.
Hold third-party suppliers to account for their delivery commitments, managing performance through KPIs and SLAs.
Collaborate with service owners, business analysts, developers, and technical leads to ensure effective and secure implementations.
Develop user feedback mechanisms and performance reporting to drive continuous service improvement.
Support a community of practice for product managers and ensure alignment to GDS product management standards.
Job Description
Working for your organisation
We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
Please visit our careers site for more information https://gov.uk/ukhsa/careers
Role Purpose
As the Lead Product Manager – ServiceNow, you will be accountable for the strategic direction and operational excellence of the ServiceNow platform. Your role spans product leadership, stakeholder engagement, commercial oversight, and supplier delivery assurance. You will lead the planning and delivery of platform enhancements that underpin critical services across UKHSA.
Core Responsibilities
Your responsibilities will include:
Develop and maintain a long-term product vision and roadmap, evolving platform capabilities in line with organisational needs.
Establish and manage product governance boards, ensuring cross-functional engagement and transparency of decision-making.
Manage the full agile delivery lifecycle: backlog refinement, sprint planning, releases, and retrospectives.
Engage with internal departments to identify opportunities to automate and improve workflows using ServiceNow.
Lead on licensing strategy and optimisation, including audit readiness and compliance with contractual terms.
Work closely with Commercial and Legal teams to produce Statements of Work, evaluate suppliers, and support procurement exercises.
Hold third-party suppliers to account for their delivery commitments, managing performance through KPIs and SLAs.
Collaborate with service owners, business analysts, developers, and technical leads to ensure effective and secure implementations.
Develop user feedback mechanisms and performance reporting to drive continuous service improvement.
Support a community of practice for product managers and ensure alignment to GDS product management standards.
This is not an exhaustive list.
Working Relationships
This Role Works Closely With:
Senior leaders across the agency
Procurement and Commercial teams
The Digital Governance Board and Architecture Review Board
Internal and external ServiceNow developers, consultants, and vendors
Additional Clauses
The postholder will require SC Clearance due to access to potentially sens
About the Company
The UK Health Security Agency (UKHSA) is an executive agency of the Department of Health and Social Care.
The UK Health Security Agency (UKHSA) is responsible for planning, preventing and responding to external health threats, and providing intellectual, scientific and operational leadership at national and local level, as well as on the global stage.
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