Director - SN ITOM, ITAM & ITSM Platform Manager

Job description

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems. Our diverse portfolio consists of vaccines, specialty medicines, and general medicines. Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges. Job Purpose The ServiceNow ITOM, ITAM & ITSM 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. They work closely with the SD, SERVICENOW Platform & Enterprise Tools to translate functional goals into product roadmaps and provide direction to Product Owners on prioritisation, delivery focus, and product performance. The ServiceNow ITOM (Event/Discovery/CMDB), ITAM (SAM/HAM) & ITSM Product Manager ensures Products are usable, compliant, secure, and efficient to operate, while fostering a culture of agile delivery, value realisation, and continuous improvement across ServiceNow Platform and Enterprise Tools. Key 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 Products - ITOM (Event/Discovery/CMDB), ITAM (SAM/HAM) & ITSM, 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 to understand pain points, process challenges, and improvement needs, shaping product enhancements and technology-enabled opportunities. Oversee delivery execution across the product group, ensuring the quality, usability, stability, and supportability of released features and services. 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. Education & Professional Qualifications Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience Industry certifications highly desirable (e.g. Agile Methodologies, CPM) Job Experience : Extensive experience (typically 18+ 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 with experience in core products for digital and tech – ITOM, ITAM, CMDB, ITSM. 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. Desirable Requirements ServiceNow platform leadership across ITOM(Event/Discovery), ITAM (HAM/SAM), and ITSM – Proven ability to set vision and roadmap for a mature implementation, prioritising capabilities that deliver measurable business outcomes. Hands-on understanding of core ServiceNow architecture and data model – Experience with CMDB, discovery/visibility, asset models, workflows, and integrations to effectively challenge and guide product managers and engineers. Cross-functional stakeholder management and change leadership** – Able to translate complex platform capabilities into clear value propositions, align IT and business stakeholders, and drive adoption, process standardisation, and continuous improvement. Preferred Skills: 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. #AGTech Skills Backlog Management, Capacity Planning, Cloud Based Services, Complex Systems, Configuration Management (CM), Database Management, Disaster Recovery (DR), Financial Operations, Identity Access Management (IAM), Incident Management, Infrastructure Capacity Planning, IT Operations Management (ITOM), Network Configurations, Network Troubleshooting, Operations Analysis, Performance Tuning, Product Delivery, Product Strategies, Service Level Agreement (SLA), System Monitors, Vulnerability Management Why GSK? Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale. People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people. Inclusion at GSK: As an employer committed to In