Job Description

About us
Every day, National Grid delivers safe, reliable energy to millions of homes and businesses across the UK and US. As the energy landscape evolves our mission is to lead the transition to a more sustainable future.
IT and Digital supports this mission by providing innovative technology services to our business units. Embracing Agile and digital-first approaches, our teams drive efficiency and deliver new capabilities that meet the needs of our customers.
This role plays a vital part in helping National Grid deliver clean, fair, and affordable energy for all. You'll be supported in your professional growth as part of a diverse, customer-focused global team.
National Grid is hiring a Principal Product Owner. This is a hybrid opportunity based from our Warwick office.
Job Purpose
As the Product Owner for ServiceNow IT Service Management (ITSM) & IT Operations Management (ITOM), you act as the bridge between needs and wants of the IT operations customer, and the vendor's capability roadmap. Representing the voice of the customer, you prioritize the Agile team backlog to maximise the delivery of value.
With deep ServiceNow ITSM & ITOM expertise and good knowledge of the Scale Agile Framework (SAFe), you turn complex requirements into actionable features that drive continuous improvement across the service lifecycle.
What you'll do

• Manage and Mentor: Oversee and guide other Product Owners, ensuring alignment with best practices and strategic goals.
• Define Solutions: Create solutions that are desirable, viable, feasible, and sustainable to meet the needs of ITSM & ITOM enterprise service owners, consumers, and stakeholders.
• Bridge Gaps: Connect ServiceNow's ITSM & ITOM capability roadmap with market trends and operational customer needs, translating these into actionable opportunities.
• Manage Demand: Oversee intake and demand across ITSM & ITOM service owners, negotiating with the ServiceNow Platform Team to prioritize and deliver the backlog effectively.
• Advocate for Features: Maintain and promote the ITSM & ITOM feature backlog, ensuring that implemented features solve problems and deliver tangible benefits to the enterprise.
• Challenge Legacy Processes: Identify and propose improvements to outdated ITSM processes, aligning them with emerging platform capabilities.
• Conduct Initiatives: Design and execute Proof of Concept and Proof of Value initiatives to assess the feasibility and desirability of new features and capabilities.
• Support Change Initiatives: Advocate for the digital enablement of IT Service Management and IT Operations Management, including the introduction of AI-driven workflow automation.

About you

• ServiceNow Expertise: A deep understanding of ServiceNow ITSM and ITOM modules, including Incident, Problem, Change, Request, Knowledge Management, Event Management, Service Mapping, and AIOps. Familiarity with ServiceNow's platform architecture, scripting, and integration capabilities is essential.
• Certifications: Required certifications include ServiceNow Certified Implementation Specialist (ITSM & ITOM) and SAFe Product Owner/Product Manager (POPM). ITIL 4 Foundation or higher is also required, with a preference for ServiceNow Certified System Administrator (CSA).
• Agile & Product Skills: Proven experience as a Product Owner in a scaled Agile environment (preferably SAFe), with strong skills in backlog management, story writing, and prioritization. You can balance technical constraints with customer value and possess excellent communication, facilitation, and stakeholder management skills.
• Management Experience: At least two years of line management experience in a corporate environment, along with experience directing small teams, demonstrating your ability to lead and inspire others.

What you'll get
A competitive salary between 80,000 - 95,000 - dependent on capability
As well as your base salary, you will receive a bonus of up to 30% of your salary for stretch performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.
More Information
The closing date for this vacancy is 11th July. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid's recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.
DE & I statement
At National Grid, we work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.
Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. We are committed to building a workforce so we can represent the communities we serve and have a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.
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