At a Glance
- Tasks: Lead innovative product strategies on the ServiceNow platform to enhance user experience and drive value.
- Company: Join GSK, a global biopharma leader revolutionising healthcare with science and technology.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborate with diverse teams in a dynamic environment focused on continuous improvement.
- Why this job: Make a real impact in healthcare by shaping data intelligence and user experience products.
- Qualifications: Bachelor's or Master's degree in relevant fields and extensive product delivery experience required.
The predicted salary is between 58349 - 71315 £ per year.
At GSK, we unite science, technology and talent to get ahead of disease together. We are a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together. We're proud to be leading a healthcare revolution, and we're looking for people who can help us deliver on our ambition.
The Director, ServiceNow Data Intelligence & Experience Product Manager leads a group of related Products within a ServiceNow Platform & Enterprise Tools Domain, ensuring they deliver measurable value, support business processes, and are continuously improved.
Responsibilities:
- Translate functional strategies provided by the Senior Director, ServiceNow Platform & Enterprise Tools into actionable product roadmaps and delivery priorities across a related group of Core Products - Knowledge, Chat, Voice of Customer, Performance Analytics and BI Data Lake, VA NLU.
- Provide direction and coaching to Product Owners, ensuring requirements are well-defined, business cases for investment are robust, backlogs are prioritised to support business goals, architectural guidance, compliance needs, data-driven decisions, FinOps considerations, and domain ecosystem dependencies through cross-functional partnering.
- Partner with business stakeholders and process and governance owners to understand pain points, process challenges, data and reporting requirements, executive information needs and improvement opportunities.
- Translate this demand into product enhancements and delivery priorities for third-party delivery partners, without assuming ownership or governance of the underlying processes.
- Oversee delivery execution across the product group through third-party delivery partners, ensuring delivered capabilities meet agreed business requirements, data/architecture standards, quality/usability expectations and service outcomes.
- Manage third-party delivery and execution across the Data Intelligence product group, holding delivery partners accountable for agreed scope, milestones, quality, GSK standards and acceptance criteria.
- Promote agile and iterative delivery practices (e.g. SaFe, Scrum), supporting incremental value release, transparency of priorities, and improved collaboration with business users.
- Act as the escalation point for critical product performance, delivery issues, and dependency conflicts, addressing risks and facilitating decisions.
- Champion the adoption of user-centred improvements, business process optimisation, and automation opportunities that reduce cycle time and enhance user experience.
- Ensure effective risk, security, and compliance management (e.g. ISO controls) across the product group, embedding relevant controls in partnership with security and compliance SMEs.
- Support Solution Architects in shaping cross-product and cross-platform solutions, ensuring Product Owners manage dependencies to deliver integrated outcomes.
- Track and report performance against agreed KPIs for the product group, driving continuous improvement activities to maximise value for the Domain.
- Provide financial oversight of the domain, including product budgets and internal/external team resourcing costs, to inform strategic decision-making and ensure alignment with GSK’s financial objectives.
Requirements:
- Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience.
- Technical Proficiency and understanding of Google Cloud Platform (GCP) data services and Azure Databricks.
- Extensive experience (typically 8+ years) overseeing end-to-end product delivery, including prioritisation, backlog management, solution design support, testing oversight, and value-focused release planning.
- Proven track record in overseeing the definition and execution of valuable Product strategies (such as ServiceNow), realising tangible benefits for the Business.
- Deep experience in concurrently overseeing multiple Product teams across the full delivery lifecycle, from requirements elicitation through to release.
- Proficient in conveying complex technology ideas to non-conversant audiences.
- Very strong analytical and problem-solving skills for developing Product use cases and determining their associated value.
- Highly experienced team leader that can effectively manage small to medium IT delivery teams.
- Very strong communication skills and ability to influence senior stakeholders, aligning on competing priorities and guiding Business teams on the feasibility of requests vs. technology constraints.
- Strong communication and influencing skills, able to guide prioritisation decisions, resolve delivery conflicts, and align multiple stakeholders around shared product outcomes.
- Skilled in coaching and developing Product Owners, fostering a culture of user-centred design, value-based delivery, and continuous improvement.
- Able to interpret business processes, regulatory needs, and operational insights to identify optimisation and automation opportunities that enhance product performance and user experience.
- Comfortable working within structured governance, security, and compliance constraints, ensuring product changes are well controlled, supportable, and aligned to organisational standards.
Desirable:
- Industry certifications highly desirable (e.g. Agile Methodologies, CPM).
- Broad ServiceNow and data platform understanding – Strong grasp of the ServiceNow data model, Azure DataBricks, Google Cloud Platform data service and Performance Analytics structures to guide coherent design across reporting, dashboards, and core platform capabilities.
- Product leadership for experience and analytics capabilities – Ability to lead design of Chat, Virtual Agent, Service Portal, Knowledge, and Voice of the Customer, ensuring scalable, reusable patterns and high-quality user experiences.
- Executive stakeholder engagement – Skilled at translating complex analytics and experience capabilities into clear business value, securing sponsorship, and aligning priorities with senior leaders.
- Leadership of cross-functional products – Proven experience directing product owners and engineers, shaping backlogs, resolving dependencies, and driving consistent delivery practices on a mature ServiceNow implementation.
Conditions:
This is a hybrid role, with a minimum of 2/3 days a week onsite at our central London HQ. Fully remote working is not available.
ServiceNow data intelligence & experience product manager in London employer: GlaxoSmithKline plc
GSK is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for professionals seeking to make a meaningful impact in the biopharma industry. With a commitment to employee growth through continuous learning opportunities and a flexible hybrid working model, GSK empowers its workforce to thrive while contributing to groundbreaking advancements in healthcare. Located in vibrant London, employees benefit from a dynamic work environment that prioritises ambition for patients and accountability for results.
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We think this is how you could land ServiceNow data intelligence & experience product manager in London
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We think you need these skills to ace ServiceNow data intelligence & experience product manager in London
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Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at GlaxoSmithKline plc.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at GlaxoSmithKline plc and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
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How to prepare for a job interview at GlaxoSmithKline plc
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
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Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If GlaxoSmithKline plc uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
