Head of Product - Service Now
Job ID: 10112276
Home-Based - GBR
Permanent
Hybrid
As the Product owner for ServiceNow Enterprise Platform, you will lead the strategic development and productisation of enterprise-scale ServiceNow solutions across a broad MSP client base. You will lead cross-functional teams to develop and deliver products that meet business objectives. By analysing the competition and gathering user insights, you will ensure continuous improvement throughout the product's lifecycle.
A key focus of this role is leveraging Agentic AI capabilities, intelligent, autonomous agents that can perceive, reason, and act to enhance automation, decision-making, and user experience across the ServiceNow ecosystem.
You’ll work at the intersection of product innovation, AI integration, and service orchestration to ensure that the platform delivers intelligent, scalable, and adaptive services.
Job Description
Role Overview: We are seeking a highly skilled and experienced Head of Product ServiceNow to lead our ServiceNow product strategy and operations. This role is pivotal in driving our ServiceNow initiatives, ensuring the delivery of high-quality services, and fostering innovation within the organization.
What you will be doing:
- Developing and implementing the overall ServiceNow product strategy for Capita, aligning with business objectives and goals.
- Leading and managing the ServiceNow product team, providing guidance, mentorship, and support to ensure high performance and professional growth.
- Overseeing the design, deployment, and management of ServiceNow solutions, ensuring scalability, reliability, and security.
- Collaborating with cross-functional teams to drive ServiceNow adoption and integration across the organization.
- Monitoring and optimize ServiceNow performance, costs, and resource utilization to achieve operational efficiency.
- Stay updated with the latest ServiceNow technologies and trends, and recommend improvements and innovations.
What we are looking for:
- Proven experience as a Product Owner for enterprise ServiceNow platforms in an MSP or SaaS environment.
Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team. - Deep understanding of ServiceNow enterprise modules (ITSM Pro, ITOM, SecOps, CSM, HR, Risk) and platform architecture.
- Understanding of Agentic AI concepts: autonomous agents, task orchestration, cognitive automation, and decision-making frameworks.
- Track record of driving product strategy and roadmap execution with AI or data-driven product enhancements.
- Experience in productising AI capabilities or building go-to-market strategies around intelligent services.
What's in it for you?
A competitive basic salary
23 days’ holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
About Capita Technology and Software Solutions
Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita’s colleagues, businesses and clients.
We design, build and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services – from working collaboratively with Capita’s businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effectively and securely.
TSS is right at the heart of Capita, as we work to create a technology-led organisation. You’ll be part of a Capita-wide network of over 30,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.
