Job Description

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.

The main duties will include:

Define and own the strategic roadmap for the ServiceNow platform across the agency.



Lead prioritisation and backlog management for all ServiceNow initiatives, ensuring alignment with strategic objectives.



Act as a senior point of engagement for stakeholders across the agency.



Lead supplier relationship management, including procurement planning, licensing negotiations, and contract performance.



Produce and manage Statements of Work (SOWs) and service deliverables with third-party vendors.



Define and implement robust governance practices around platform development and service improvements.



Ensure high-quality delivery through agile ceremonies, planning, and release management.



Oversee financial accountability for the platform including forecast and budget tracking.



Support user research and service design activities to deliver meaningful user-centric improvements.



Represent ServiceNow capability in cross-government and cross-directorate forums.



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 a definitive 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 sensitive data



The role aligns with the GDaD Product Management?capability framework and GDS service standards



Travel to UKHSA hubs may be required to support in-person workshops and stakeholder engagement



Role Criteria

Essential role criteria:

ServiceNow Certified System Administrator or Implementation Specialist.



A degree-level qualification (Level 6 or above) in a relevant discipline such as Computer Science, Information Systems, Business Management, or a related field



Proven experience as a senior product manager with ownership of a platform or enterprise service.



Extensive knowledge of ServiceNow platform capabilities and lifecycle management.



Experience managing commercial suppliers including contract negotiation, SOW development, and delivery assurance.



Strong financial and procurement literacy, including licensing models and budget ownership.



Excellent stakeholder engagement skills, capable of operating across director-level and technical teams.



Deep understanding of agile principles, user-centred design, and product delivery methods.



Proven track record of developing product roadmaps and overseeing successful deployments.



Experience producing business cases, value assessments, and benefit realisation plans.



Exceptional communication and leadership skills with the ability to influence at all levels.

Desirable role criteria:

Experience working within government or regulated environments aligned to GDS or NCSC principles.



Familiarity with ServiceNow licensing and procurement frameworks (e.g. CCS, G-Cloud).



Understanding of ITIL practices, especially Incident, Change, and Asset Management.



Experience leading multidisciplinary teams including developers, UCD specialists, and business analysts.



Ability to deliver against KPIs and OKRs in a fast-paced operational environment.



Familiarity with platform governance and service assurance processes.



Active member of a product community or thought leadership group.



Experience developing or contributing to business continuity or disaster recovery plans.



Awareness of upcoming trends in ITSM, low-code/no-code platforms, and digital service delivery.



Experience implementing or integrating other modules within the ServiceNow ecosystem (e.g. HRSD, SecOps, GRC).



Selection Process



This vacancy is using Success Profiles and will assess your behaviours and technical skills.

Stage 1:

Application & Sift



You will be required to complete an application form. You will be assessed on the listed essential criteria, and this will be in the form of:



an application form ('Employer/ Activity history' section on the application)

a 800 word supporting statement



This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.



You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V -please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV.



Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 800 words. We will not consider any words over 800 words.

Longlisting:

In the event of a large number of applications we will longlist into 3 piles of:



Meets all essential criteria



Meets some essential criteria



Meets no essential criteria



Only those meeting all essential criteria will be taken through to shortlisting.

Shortlisting:

In the event of a large number of applications we will shortlist on:



ServiceNow Certified System Administrator or Implementation Specialist.



Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates.



If you are successful at this stage, you will progress to interview and assessment.



Feedback will not be provided at this stage.

Stage 2:

Interview (Success Profiles)



You will be invited to a face to face interview in Canary Wharf. In exceptional circumstances, we may be able to offer a remote interview.



Behaviours and technical skills will be tested at interview.



You will be required to prepare a 15 minute presentation as part of the interview. The details of this will be What are the key foundational aspects for any ServiceNow enterprise deployment?

The Behaviours tested during the interview stage will be:

Seeing the Big Picture



Leadership



Communicating and Influencing



Managing a Quality Service



Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.



Location



This role is being offered as hybrid working based at any of our Core HQ's in Birmingham, Leeds, Liverpool or London (Canary Wharf).



We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, averaged over a month) in one of our Core HQs.



Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).



Eligibility Criteria



Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).



Security Clearance Level Requirement



Successful candidates must pass a disclosure and barring security check.



Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Security Check clearance.



For meaningful National Security Vetting checks to be carried out individuals need to have lived in the UK for a sufficient period of time. You should normally have been resident in the United Kingdom for the last 5 years as the role requires Security Check (SC) clearance. UK residency less than the outlined periods may not necessarily bar you from gaining national security vetting and applicants should contact the Vacancy Holder / Recruiting Manager listed in the advert for further advice.



Salary information



If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.



Please be aware that the salary is based on the office location:



Grade 6



70,797-81,450 (National)



72,950- 83,443 (Outer London)



75,104- 85,436 (Inner London)



This role qualifies for an annual Market Pay Supplement of up to 15000 based on a capability assessment. MPS review date: 11 September 2026.