Senior Principal - SN ITSM Product Owner

Job description

Business Introduction 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, ITSM Product Owner is responsible for maximising the value of ServiceNow ITSM by translating business needs into a prioritised backlog and leading delivery across the product lifecycle, within strategic and financial guardrails set by the SERVICENOW ITOM, ITAM & ITSM Product Manager and the Senior Director of SERVICENOW Platform & Enterprise Tools. They work closely with business stakeholders to define outcomes and ensure delivered functionality is usable, secure, compliant, supportable, and aligned to product strategy. The ServiceNow, ITSM Product Owner guides Product Analysts and works with delivery teams to ensure requirements are clear, value-driven, and data-informed, while overseeing iterative delivery that improves product performance, adoption, and operational readiness. Key Responsibilities •        Partner with business stakeholders to understand functional needs, refine requirements, and define product outcomes that support business priorities, within guardrails set by the SERVICENOW ITOM, ITAM & ITSM Product Manager and the Senior Director of SERVICENOW Platform & Enterprise Tools. •        Own and manage the Product backlog (e.g. Jira, ADO etc), ensuring requirements (e.g., epics, features, user stories) are well-defined and supported by minimum data inputs (e.g., cost drivers, user volumes, risk/sensitivity, process impact, dependencies). •        Make prioritisation decisions for the Product backlog based on value, cost, risk, business continuity, and resource capacity, escalating only where strategic trade-offs are required by the SERVICENOW ITOM, ITAM & ITSM Product Manager and the Senior Director of SERVICENOW Platform & Enterprise Tools. •        Lead the Product team’s delivery activities, guiding Product Analysts and working with Engineers, Architects, and Testers to ensure solutions are fit-for-purpose, secure, compliant, supportable, and aligned to architectural standards. •        Drive operational readiness by applying a delivery readiness checklist covering support model requirements, training needs, continuity planning, configuration/runbook documentation, release notes, and user onboarding. •        Define and maintain the Product performance dashboard, tracking adoption, cycle time/throughput, stability/defects, UX signals (e.g., CSAT, SUS, completion rates), and support effort; use performance insights to drive continuous improvement. •        Ensure product changes follow required security controls, risk assessments, data handling policies, and regulated change processes, obtaining approvals from relevant SMEs where required. •        Support Solution Architects to assess design options and manage cross-Product dependencies, contract/interface impacts, and sequencing needs to support interoperability and consistent business outcomes. •        Act as an escalation point for the Product team and business users on functional product issues, guiding decisions within agreed financial, risk, and architectural guardrails set the SERVICENOW ITOM & ITSM Product Manager and the Senior Director of SERVICENOW Platform & Enterprise Tools. •        Contribute to the improvement of delivery practices within the Product, promoting agile (i.e. SaFe, Scrum etc), iterative, value-driven, and data-led ways of working, including meaningful measurement of benefits and operational impact. 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). Area of Specialisation •        Knowledge of functional domains within Global Functions (e.g., HR, Finance, Legal, etc) and familiarity with the technology platforms that enable them (e.g., ServiceNow, Atlassian). •        Understanding of product performance measures and KPIs, with the ability to drive improvements in product adoption, cycle time, stability, support effort, and overall user experience. Experience Required •       Overall 15 years and typically 5+ years of experience working in product delivery, digital solutions, business systems, or process-led technology roles. •        Proven experience defining and prioritising functional requirements (e.g., epics, features, user stories) and managing a product backlog. •        Experience working within Enterprise HR Technology, Service Management, Corporate Systems, Legal & Compliance etc) •        Experience working directly with business stakeholders to translate needs into feasible, value-led technology changes. •        Demonstrated ability to make prioritisation decisions based on business value, process impact, risk, cost, and technology constraints. •        Experience leading delivery teams or analysts through the product lifecycle, from refinement and design through testing, release, and adoption. •        Familiarity with enterprise governance requirements such as change control, security, data protection, and regulatory/compliance considerations. •        Exposure to continuous improvement approaches (e.g., automation, process simplification, user-centred enhancements) that uplift product adoption, stability, or user experience. •        Experience working within agile delivery environments and using iterative planning, delivery, and release practices. Skills/Background •        Strong communication and influencing skills, able to explain technology constraints clearly and support stakeholders in making informed product decisions. •        Skilled in coaching and guiding Product Analysts and delivery team members to ensure requirements, documentation, and solutions meet business needs and compliance expectations. •        Able to interpret business processes, user feedback, and operational data to identify opportunities for process simplification, automation, and improved user experience. •        Comfortable working within structured governance, security, and data protection requirements, ensuring product changes remain controlled, supportable, and compliant. •        Strong analytical mindset, able to weigh value, risk, complexity, and cost to make prioritisation decisions and sequence backlog items appropriately. #AGTech Skills Agile Delivery, Agile Methodology, Backlogs, Cross-Functional Teamwork, Design Thinking, DevOps, IT Service Management (ITSM), Leadership, Process Diagrams, Product Delivery Management, Product Strategies, Project Management, Requirements Gathering, ServiceNow Change Management, ServiceNow Incident Management, ServiceNow Problem Management, Services Management, Software Development, User Experience (UX), User Research, User Story 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, i