Job reference 338344
Service Now Technical Product Owner
Competitive salary plus car allowance, healthcare, 18% annual bonus potential, 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates.
Permanent, Full time.
Hybrid working x3 days a week in Sheffield Pond Street office.
The ServiceNow platform is a strategic enterprise capability used by Royal Mail and its suppliers to deliver and manage IT Service Management at scale. It underpins core ITIL aligned disciplines including Service Desk, Incident, Problem, Change, Request, Asset and Configuration, Knowledge, and Event Management, supporting 24×7 IT service operations across Royal Mail.
Over time, the platform has expanded beyond its original ITSM focus to support a wider range of enterprise capabilities, including IT Operations Management, Legal services, Security Operations, Human Resources Service Delivery (HRSD), the Employee Service Portal and a portfolio of business facing and custom applications.
The platform supports over 3,000 direct users and an end user base exceeding 150,000, operating on a 24×7 basis. It is also used by approximately 20 external suppliers delivering services within a complex Service Integration and Management (SIAM) model.
Key Accountabilities
Technical Authority & Governance
- Act as the primary technical interface for internal teams, the ServiceNow vendor, and delivery partners
- Provide technical governance and ensure alignment with platform standards
- Maintain specialist technical standards, documentation, and coding best practice
Platform Delivery & Evolution
- Lead the design and development of new platform capabilities
- Oversee technical planning and delivery of platform upgrades
- Govern the platform release process to ensure high quality, iterative delivery
Platform Health, Risk & Compliance
- Monitor platform performance, stability, data quality, and capacity
- Support compliance with licensing agreements and renewal activities
- Assess business requirements for technical suitability and licensing impact
People, Capability & Engagement
- Contribute to the platform roadmap and evaluate upcoming ServiceNow features
- Mentor and coach team members, raising capability across the function
- Participate in the out of hours on call rota to support 24×7 availability
Skills, Experience & Qualifications
We are looking for someone with deep, current, hands on ServiceNow expertise and strong technical leadership.
Essential
- ITIL Foundation v3 or above
- ServiceNow System Administrator certification
- Extensive technical experience across ServiceNow architecture, configuration, development, integrations, security, data management, and portal/workspace design
- Experience delivering and governing solutions across ITSM and non ITSM domains (e.g., Security Operations, HRSD, Legal)
- Strong understanding of ITSM processes and how they translate into ServiceNow
- Strong knowledge of CMDB and the Common Service Data Model (CSDM)
- Hands on development experience (Glide API, Script Includes, Business Rules, Client Scripts, portal widgets, REST/SOAP integrations, IntegrationHub, data transformation)
- Experience working within DevOps and Agile delivery environments
- Excellent analytical, problem solving, and communication skills
- Ability to work independently and exercise sound judgement
Extra Benefits
Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave; supportive and generous company sick pay; funded dental; health assessment; benefits account with personal benefits platform; wellbeing services 24/7. *Available only to permanent employees.
EEO Statement
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values, please refer to the Royal Mail Group website.
Closing Date: 5th May 2026 (advert may close early if the appropriate number of applications has been reached).
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