ITSM Product Owner

About the Team

Group IT provides process and service excellence to support Dyson’s growth ambitions with a goal of operating and enhancing services over time to meet the changing needs of the business.  This new role will be responsible for

Our IT Service Management and Operations (ITSMO) Team exists to:

• Deliver world class employee experience of delivery of IT Service Desk, collaboration, and end user compute services to Dyson’s global employees (circa 10,000 users)
• Drive continual improvement into the ITSMO processes and operations in line with Dyson’s growth
• Establish and maintain strong relationships with the employee and business stakeholders, ensuring regular communication of service requirements, service improvements, risks, service changes, service outages and service issues.
• Work with project teams to help ensure new ITSMO and capabilities are successfully introduced to add value for the business and user community
• Deliver service for workplace technology operations that ensure simple and effective solutions for end users

Role Purpose

The ServiceNow Platform Owner is accountable for the overall performance, stability, security, governance, enhancement, and strategic direction of the ServiceNow platform.

This role acts as the senior authority for ServiceNow capability across the organisation, ensuring the platform is reliable, secure, well-managed, and continuously improved to support business and IT service outcomes.

The Platform Owner will manage the relationship with the ServiceNow account team, own the platform roadmap, govern integrations and enhancements, and direct a third-party managed service provider responsible for day-to-day operational support.

Key Accountabilities

1. Platform Ownership and Accountability

The ServiceNow Platform Owner is fully accountable for the health and effectiveness of the ServiceNow environment.

Responsibilities include:

·       Own the end-to-end ServiceNow platform strategy, roadmap, governance, and lifecycle.

·       Be accountable for platform performance, availability, stability, scalability, and resilience.

·       Ensure the platform is secure, compliant, and aligned to internal technology and risk standards.

·       Maintain clear ownership of platform decisions, design principles, technical standards, and configuration policies.

·       Ensure the platform remains fit for purpose and supports business priorities across IT and wider enterprise functions.

·       Act as the escalation point for major platform issues, risks, outages, and supplier performance concerns.

2. Platform Stability, Performance and Security

Ensure the ServiceNow environment operates reliably and securely.

Responsibilities include:

·       Monitor and govern platform performance, reliability, and availability.

·       Ensure appropriate controls are in place for access management, data protection, audit, and compliance.

·       Oversee platform upgrades, patches, release cycles, and instance management.

·       Ensure technical debt, unused configuration, customisation risks, and legacy workflows are actively managed.

·       Govern platform health checks, remediation plans, and security reviews.

·       Ensure business continuity, disaster recovery, and resilience requirements are understood and tested.

3. Enhancements, Roadmap and Continuous Improvement

Drive the evolution of the ServiceNow platform in line with business needs.

Responsibilities include:

·       Own and maintain the ServiceNow platform roadmap.

·       Prioritise enhancements, improvements, and new capability requests.

·       Ensure demand is assessed against business value, technical impact, cost, compliance, and operational risk.

·       Promote standard platform capability before custom development.

·       Drive continuous improvement across IT service management, workflow automation, reporting, employee experience, and operational efficiency.

·       Ensure platform development follows agreed design, testing, release, and change governance processes.

4. ServiceNow Capability Authority

Act as the organisation’s recognised authority on ServiceNow capability, best practice, and platform direction.

Responsibilities include:

·       Advise stakeholders on what ServiceNow can and should be used for.

·       Provide guidance on platform modules, workflows, automation, integrations, reporting, and future capability.

·       Challenge poor design decisions, unnecessary customisation, or fragmented use of the platform.

·       Promote consistent and scalable use of the platform across teams and business functions.

·       Stay informed on ServiceNow product changes, releases, licensing models, and emerging capability.

·       Translate ServiceNow capability into practical business and operational outcomes.

5. Third-Party Managed Service Oversight

Lead and manage the third-party provider responsible for day-to-day ServiceNow support and administration.

Responsibilities include:

·       Own the day-to-day governance of the managed service provider.

·       Ensure the supplier delivers against agreed service levels, operational controls, and quality standards.

·       Review supplier performance through regular service reviews, operational reporting, issue tracking, and improvement plans.

·       Hold the supplier accountable for incident resolution, request fulfilment, minor enhancements, platform administration, release support, and operational documentation.

·       Ensure clear separation between strategic platform ownership and outsourced delivery execution.

·       Drive supplier improvement where performance, responsiveness, or technical quality falls short.

·       Ensure the supplier maintains accurate documentation, runbooks, configuration records, and knowledge articles.

6. ServiceNow Vendor and Account Management

Manage the organisational relationship with ServiceNow and its account team.

Responsibilities include:

·       Act as the key operational and strategic contact for the ServiceNow account team.

·       Coordinate regular engagement with ServiceNow account management, customer success, technical advisory, and product teams.

·       Understand upcoming platform releases, roadmap items, licensing impacts, and commercial opportunities.

·       Ensure the organisation gains maximum value from its ServiceNow investment.

·       Manage vendor escalations related to platform performance, defects, licensing, support, or strategic alignment.

·       Support commercial discussions, renewals, contract reviews, and licence optimisation activities.

7. Integrations and Enterprise Architecture Alignment

Own the governance and integrity of all ServiceNow integrations.

Responsibilities include:

·       Ensure all integrations are secure, well-documented, supportable, and aligned to enterprise architecture standards.

·       Govern integration design across monitoring tools, identity platforms, HR systems, asset systems, collaboration tools, cloud services, and other enterprise platforms.

·       Ensure integration changes are fully impact-assessed, tested, and controlled.

·       Maintain visibility of integration dependencies, risks, data flows, and ownership.

·       Prevent uncontrolled point-to-point integrations that increase risk or technical debt.

·       Ensure integrations support automation, service reliability, and data quality objectives.

Key Responsibilities

The ServiceNow Platform Owner will:

·       Own the ServiceNow platform strategy, operating model, governance, and roadmap.

·       Ensure the platform is stable, secure, performant, and cost-effective.

·       Lead platform governance forums and decision-making groups.

·       Manage third-party support provider performance and delivery quality.

·       Act as the internal authority for ServiceNow capability and best practice.

·       Manage the relationship with ServiceNow account and customer success teams.

·       Govern demand, enhancements, integrations, and release activity.

·       Ensure platform risks, issues, and technical debt are visible and actively managed.

·       Drive adoption of standard ServiceNow functionality and reduce unnecessary customisation.

·       Ensure clear operational reporting on platform health, supplier performance, risks, releases, and improvement activity.

·       Support audit, compliance, security, and governance requirements.

·       Partner with IT service management, security, enterprise architecture, infrastructure, applications, and business teams.

Key Deliverables

·       ServiceNow platform roadmap.

·       Platform governance framework.

·       Supplier service review pack.

·       Platform health and performance reporting.

·       Security and access control compliance reporting.

·       Upgrade and release calendar.

·       Enhancement and demand backlog.

·       Integration inventory and risk register.

·       Technical debt and remediation plan.

·       Licence usage and value optimisation reporting.

·       ServiceNow account engagement plan.

·       Continuous improvement plan.

Required Experience

The successful candidate should have experience in:

·       Owning or managing a ServiceNow platform in a large or complex organisation.

·       Working with ServiceNow ITSM and ideally other modules such as ITOM, ITAM, HRSD, CSM, SPM, SecOps, or App Engine.

·       Managing third-party application support or managed service providers.

·       Governing enterprise platforms with strong operational, security, and compliance requirements.

·       Leading platform roadmaps, enhancement backlogs, upgrades, releases, and service improvement plans.

·       Working with senior stakeholders across IT, security, architecture, operations, and business functions.

·       Managing vendor relationships, including ServiceNow or similar enterprise SaaS providers.

·       Understanding ITIL-based processes, including incident, problem, change, request, knowledge, asset, and configuration management.

·       Managing integrations between ServiceNow and enterprise systems.

·       Translating technical platform capability into business value.

Required Skills and Capabilities

·       Strong ServiceNow platform knowledge.

·       Excellent supplier management and performance management skills.

·       Strong understanding of IT service management processes.

·       Good knowledge of platform security, access control, audit, and compliance.

·       Ability to manage competing demand and prioritise based on value, risk, and capacity.

·       Strong stakeholder management and communication skills.

·       Ability to challenge poor practice and drive standardisation.

·       Strong problem-solving and decision-making capability.

·       Commercial awareness, especially around licensing, support models, and supplier contracts.

·       Ability to operate at both strategic and operational levels.

·       Strong governance mindset with attention to detail.

Preferred Qualifications

·       ServiceNow Certified System Administrator.

·       ServiceNow Certified Implementation Specialist in one or more modules.

·       ITIL Foundation or higher.

·       Experience with Agile, DevOps, or product-based operating models.

·       Experience managing SaaS platforms in a regulated or global enterprise environment.

Key Stakeholders

·       CIO and IT leadership team.

·       IT Service Management teams.

·       Platform operations teams.

·       Cybersecurity and risk teams.

·       Enterprise architecture.

·       Infrastructure and cloud teams.

·       Application owners.

·       Business process owners.

·       ServiceNow account team.

·       Third-party managed service provider.

·       Procurement and vendor management.

·       Audit and compliance teams.

Measures of Success

Success in this role will be measured by:

·       High platform availability and stable performance.

·       Reduced critical incidents and recurring platform issues.

·       Clear platform roadmap aligned to business priorities.

·       Strong supplier performance against agreed service levels.

·       Controlled and well-governed enhancement delivery.

·       Successful upgrades with minimal disruption.

·       Improved user experience and service efficiency.

·       Reduced technical debt and unnecessary customisation.

·       Strong audit, security, and compliance outcomes.

·       Better use of ServiceNow capability and licensing investment.

·       Positive stakeholder feedback on platform value and reliability.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.