ITOM Product Owner

ITOM Product Owner

We are seeking an experienced ITOM Product Owner to lead the vision, strategy and roadmap for our Service Now IT Operations Management (ITOM) platform.

This role focuses on delivering operational excellence through automation, intelligence and innovation.

Responsibilities

• Define the Service Now ITOM product vision, strategy and roadmap aligned with business priorities and technology objectives.
• Own, prioritise and manage the ITOM product backlog, translating business requirements into clear user stories, features and deliverables.
• Work closely with Technology, Infrastructure, Operations, Architecture, Security and Service Management teams to understand challenges, gather requirements and identify improvement opportunities.
• Lead workshops and stakeholder discussions to capture business needs and ensure product capabilities deliver measurable operational value.
• Drive adoption and continuous improvement of ITOM capabilities including Discovery, Service Mapping, Event Management, Health Log Analytics, Cloud Discovery, Cloud Management Integrations, Operational Intelligence, AIOps, Service Graph Connectors, CMDB Data Foundations and Service Operations Workspace.
• Ensure accurate service visibility and operational intelligence across the technology landscape by supporting robust CMDB, discovery and service mapping practices.
• Prioritise enhancements that improve service resilience, reduce outages, increase automation and enhance operational efficiency.
• Collaborate with engineering teams, architects and delivery partners to ensure solutions are delivered in line with agreed outcomes, governance standards and platform strategy.
• Review product performance, adoption metrics and success measures, identifying opportunities to optimise services and maximise value realisation.
• Support the delivery of automation and remediation capabilities that reduce manual effort and enable proactive operational management.
• Develop business cases and recommendations for new functionality, enhancements and platform investments.
• Communicate roadmap updates, delivery progress, risks, dependencies and achievements to stakeholders and leadership teams.
• Represent the ITOM product within governance forums, contributing to strategic planning and technology decision‑making.
• Promote best‑practice and out‑of‑the‑box Service Now capabilities, ensuring sustainable and scalable platform growth.
• Continuously assess emerging Service Now ITOM features and industry trends, recommending improvements that support organisational goals and operational excellence.

Qualifications

• Demonstrated experience as a Product Owner or Technical Product Owner within a Service Now delivery team, with hands‑on knowledge of ITOM modules and their integration with platform architecture.
• Strong track record of owning a product backlog, writing clear user stories and acceptance criteria, and balancing stakeholder demand against platform stability, data quality and technical debt.
• Experience supporting live ITOM services, including involvement in major incident response, root cause investigation and driving continuous improvement in platform reliability and CMDB accuracy.
• Understanding of governance, security and compliance principles relevant to ITOM and CMDB data, with the ability to analyse complex technical problems and collaborate with architects and engineers to shape solutions.
• Excellent stakeholder management and communication skills, with the ability to work effectively across engineering, enterprise architecture and service management and to define and track success metrics that demonstrate value delivered.

Benefits

• Competitive salary and strong opportunities for growth.
• Access to a comprehensive benefits package including pension, holiday allowance, flexible benefits and support for health and wellbeing.
• Collaborative and forward‑looking environment fostering innovation, strategic thinking and continuous improvement.
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