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ServiceNow, Inc. Principal Portfolio Manager - ITOM in Staines, United Kingdom

Role: Principal Portfolio Manager - ITOMLocation: Staines, UK

The Company Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform.


The Principal Portfolio Manager, CO Offerings , ITOM is a key position within the Customer Outcomes organization, responsible for thought innovation, creative thinking around delivering leading practice assets and service offerings in order to support successful deployments of ServiceNow technology by Customer Outcomes, Partner Network and Customers.

This requires a highly focused and structured individual with vision who can instigate and drive change.

What You Get To Do In This Role

  • Responsible for the creation, deployment and maintenance of ServiceNow ITOM leading practices assets and service offerings including process documents, workshop materials, stories, use cases, etc.

  • Identify areas of deployment process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks

  • Develop a network of relationships, and collaborate closely, with colleagues across geographies and product lines to ensure consistency of assets

  • Liaise with the Product Line Business Unit to ensure leading practice collaboration and alignment, product roadmap input, and overall partnership is in place

  • Understand future product release roadmap and its impact to field delivery approach and services offered

  • Ability to assess the impact of an upcoming release to existingdelivery assets as well as identify the need for new assets to be created, taking into account industry trends and customer needs

  • Enable delivery teams and Partner Managers on new and updated assets

  • Provide feedback into the Business Unit for continual improvement of product capabilities, features and interoperability in consideration of customer needs and requirements

  • Assist in strategic customer meetings providing deep subject matter expertise.

In order to be successful in this role, we need someone who has:

  • Knowledge of ITOM portfolio of products: Discovery, Event Management, CMDB, Service Mapping, Cloud Management, and Cloud Insights, used when creating and updating service offerings, for understanding of technical dependencies and limitations, and for mapping of specific business value from

  • ITOM experience (does not have to be ServiceNow, could be a ServiceNow competitor product) but ITOM industry experience is essential.

  • Understand the bigger picture. Its fine being technical but you have to understand the business implications of your decisions. E.g. explain the value of what needs to happen to a VP/CIO

  • Self starter and disciplined

  • IT Operations experience in storage, network and compute of enterprise environments

  • ITIL / Configuration Management knowledge

  • ITIL / CMDB implementations (CCMDB, UCMDB, etc.)

  • High level knowledge of Cloud Management Platforms such as AWS, VMware, Azure, Google, etc.

  • In depth knowledge of ITSM Processes including Incident, Problem, Change and Request

  • IT Operations experience in Enterprise Environments

  • Work with diverse group of people to drive to a common business outcome. We have to play the role of mediator / facilitator etc between product, sales, expert services etc

  • Experience in a Professional Services environment engaging with executive stakeholders, Architects and extended program teams

  • Ability to learn technology quickly through instruction and self-training

  • Ability to work in an international, fast-growing environment

  • Ability to travel up to 10% of the time

Work Environment We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or for assistance.