Product and Operations Lead - ServiceNow

Waitrose & Partners
United Kingdom
Workplace: HybridFull timeGBP 62,900 - 115,000 annuallyFunction: Business OperationsExperience: 8-10 yearsSkills: ["Stakeholder management","Leadership","Personal accountability","Integrity","Outcome orientation"]

Own the multi-year ServiceNow roadmap for JLP, aligning ITSM and CMDB capabilities with service management and digital transformation goals. Drive operational maintenance and service performance, improve efficiency via integrations and automations, and manage governance with senior directors. Lead platform development and adoption of ServiceNow modules beyond ITSM Pro, coordinate with third-party offshore delivery, and oversee licensing, vendor relationships, and SOW procurement.

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Waitrose & Partners
Waitrose & Partners
2 days ago

Product and Operations Lead - ServiceNow

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Own the multi-year ServiceNow roadmap for JLP, aligning ITSM and CMDB capabilities with service management and digital transformation goals. Drive operational maintenance and service performance, improve efficiency via integrations and automations, and manage governance with senior directors. Lead platform development and adoption of ServiceNow modules beyond ITSM Pro, coordinate with third-party offshore delivery, and oversee licensing, vendor relationships, and SOW procurement.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Business Operations
Seniority: Sr. Manager level

Key Responsibilities

  • •Define and own the multi-year ServiceNow roadmap, aligning platform capabilities with organisational goals and digital transformation initiatives.
  • •Assure operability and technical delivery of the ServiceNow service, including performance of services provisioned via offshore third-party suppliers and escalation for major incidents.
  • •Identify and develop opportunities for integrations, automations, and process improvements to improve operational efficiency.
  • •Establish and chair governance boards, lead engagement with senior directors, and ensure transparent delivery requirements and clear OKRs.
  • •Oversee licensing strategy and vendor relationships, lead procurement activities, and manage creation of Statements of Work (SOWs), while championing adoption of ServiceNow modules.

Pay and Benefits

Salary: GBP 62,900 - 115,000 annually

Key Requirements

  • •8-10+ years in product management or enterprise platform ownership, with significant ServiceNow ecosystem exposure, particularly ITSM and CMDB.
  • •Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ServiceNow modules such as ITSM, CMDB, ITOM and CSDM.
  • •Strong stakeholder management skills and proven leadership in a matrix management environment, including managing multidisciplinary teams.
  • •Ability to plan effectively with strong outcome focus and transform business processes with measurable business impact.
  • •Strong business and financial acumen, including budget ownership, ROI assessment, and benefit realisation planning.
Experience:8-10 years
Skills:Stakeholder managementLeadershipPersonal accountabilityIntegrityOutcome orientation
Certifications:Certified System Administrator (CSA)Certified Implementation Specialist (CIS)
Tech Stack:ServiceNowITSMCMDBITOMCSDMJiraConfluenceSlackSalesforce

Company Brief

Waitrose & Partners
Waitrose & Partners is a UK supermarket chain offering groceries, fresh produce, and premium food products through its network of stores and online shopping. It is part of the John Lewis Partnership and emphasizes quality, customer service, and ethical sourcing.
Industry: Omnichannel Retail
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Bracknell, United Kingdom
Founded: 1904
WebsiteLinkedIn