Product Owner - Service Now

Job description

KPMG Product Owner – Service Now  

Role Title (incl. grade): Product Owner – Service Technology Grade B

Role title that this role reports to: Head of Platform Engineering & Operations

KPMG

KPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal

Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Enterprise-Wide Technology (EWT)

EWT is the UK Firm’s internal technology division and is accountable for delivering a range of services to the UK Firm. Taking a holistic approach, this includes gathering requirements, solution design, build and run and the execution of complex change portfolios focused on security, data, core infrastructure and business applications.

Role Purpose:

The Product Owner will create value by aligning business strategy and process goals with technology capabilities. The role will act as a Functional and commercial SME, owning and managing the technical delivery teams and advising the business and taking overall accountability technology service delivery within their functional domain.

Key responsibilities:

• Provide functional and team leadership, working closely with the Business Process Owners and Operations Managers to fully develop product roadmaps aligned with business requirements and priorities with special focus on the ServiceNow application throughout the UK firm
• Own and manage the budget and cost centres for the Service-Technology products including forecasting, cost optimisation and the control of the vendor contracts & software licenses
• Act as primary point of escalation for incidents, process improvement recommendations and changes for respective business areas with a view across the value chain
• Work with other relevant SaaS product SMEs to align technology transformations to support business change
• Constantly develop a diverse team ensuring the right balance of skills and experience along with strong succession planning
• Drive automation opportunities and AI opportunities with the goal of making business processes more efficient
• Coordinate with the Release Manager on release planning, scheduling and deployments, and support conflict resolutions
• Liaise with Data Management CoE to provide input on data impact assessments based on any data model changes and to ensure compliance to data consistency and quality standards
• Provide oversight and guidance on major incident root cause investigations and be the point of escalation for technical issues
• Represent the business function-aligned Ops team in appropriate governance forums. Chair relevant governance forums to ensure process metrics and KPIs are understood and adhered to by relevant process practitioners
• Work closely with Lead Solution Architect and Resilience Lead to ensure all security and resilience requirements and standards are periodically audited, monitored and adhered to.

 Experience Required:

• In-depth experience and knowledge of the latest ServiceNow product offerings and the benefits that they can bring to the business
• Strong commercial negotiation skills, vendor management experience and a wide scope of knowledge regarding software licensing
• The ability to use best-practice methodologies and relationship management to develop clear, prioritised product roadmaps and project plans
• ITIL v3 or v4 certification beyond the basic ‘foundation’ layer
• Agile certification

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