Director, ServiceNow Data Intelligence & Experience Product Manager

Overview

As Director, you lead a portfolio of ServiceNow-based products within the Data Intelligence & Experience domain. You translate strategic goals into roadmaps, coach product owners, and ensure secure, compliant, scalable delivery through partnerships with third-party teams. You focus on usable, high-value solutions across Knowledge, Chat, Voice of Customer, Performance Analytics and data platforms, driving agile delivery and continuous improvement. You’ll shape the data strategy for Azure and Google Cloud and translate analytics demand into actionable roadmaps for partners. This role blends leadership, technical oversight, and stakeholder collaboration to deliver measurable business value.

Responsibilities

• Translate functional strategies into product roadmaps and priorities for Core Products (Knowledge, Chat, Voice of Customer, Performance Analytics, BI Data Lake, VA NLU)
• Coach Product Owners, defining requirements, robust business cases, backlogs, architecture, compliance, data-driven decisions, and FinOps considerations
• Translate stakeholder pain points and data/reporting needs into product enhancements for third-party delivery partners
• Oversee delivery execution with third-party partners to meet business, data, and security standards
• Manage third-party delivery for the Data Intelligence domain, ensuring scope, milestones, quality, and alignment with standards
• Promote agile/iterative delivery (e.g., SAFe, Scrum) and transparent prioritisation
• Act as escalation point for critical performance, delivery issues, and dependencies
• Champion user-centred improvements, process optimization, and automation to reduce cycle time and improve UX
• Ensure risk, security, and compliance management (ISO controls) across the product group
• Support Solution Architects in cross-product designs and dependency management
• Track KPIs and drive continuous improvement to maximise domain value
• Provide financial oversight for budgets and resourcing to align with financial objectives

Key requirements

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or Engineering, or equivalent experience
• 8+ years of end-to-end product delivery experience
• Proven track record in defining and executing product strategies (e.g., ServiceNow) and delivering business value
• Experience leading multiple product teams across the full delivery lifecycle
• Ability to communicate complex tech to non-technical audiences
• Strong analytical and problem-solving skills for use cases and value
• Experienced leader of IT delivery teams and stakeholder influence

• strong communication skills
• influencing senior stakeholders
• team leadership
• ServiceNow knowledge (data model, analytics capabilities)
• Google Cloud Platform data services
• Azure Databricks

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