To own and transform ServiceNow into Masdar's centralised enterprise workflow and service management platform, driving standardisation, automation, and measurable adoption across IT, HR, Facilities, and Corporate Services, owning the end-to-end product strategy, roadmap, governance, and vendor delivery.
The ServiceNow Product Manager is accountable for evolving ServiceNow from a traditional IT ticketing tool into a comprehensive digital workflow engine: advancing ITIL and ITOM maturity, centralising service requests securely and compliantly across all business functions, enabling scalable automation and AI-powered virtual agent capabilities (Now Assist / Virtual Agent), and providing clear visibility into adoption and value realisation.
The role retains internal ownership of platform direction, architecture standards, and development governance in a multi-vendor delivery model, holding implementation partners accountable to outcome-based SLAs and ensuring Masdar is never dependent on a vendor for platform IP, runbooks, or configuration knowledge.
Key Accountabilities :
- Own and define the ServiceNow product vision and multi-year roadmap , transitioning from an ITSM tool to Masdar's enterprise workflow and service management platform across IT, HR, Facilities, and Corporate Services.
- Manage and prioritize the product backlog by business value, standardization, and automation potential; enforce an Out-of-the-Box (OOTB) adoption-first strategy to minimize customization and technical debt.
- Maintain a rolling 3-year platform business case , quantifying the value of ServiceNow expansion and using it to justify roadmap investment decisions to the Director.
- Conduct annual ServiceNow platform health assessments, covering technical debt, upgrade readiness, OOTB deviation index, license utilization, an-d integration dependency risks , presenting findings and a remediation roadmap to the Director.
- Drive centralization of all service requests into ServiceNow across IT (ITSM, ITOM, ITAM, SecOps), HR Shared Services (HRSD), and Facilities / Corporate Services.
- Own and maintain a ServiceNow Function Onboarding Playbook , a standardized process for bringing new business functions onto the platform, covering requirements assessment, process mapping, OOTB configuration, UAT, training, and hyper care. Target onboarding time: 8–12 weeks per function.
- Maintain a Shadow Tool Register , tracking all service management, ticketing, and workflow tools operating outside ServiceNow across Masdar and its entities; define and execute a consolidation roadmap to eliminate duplicates within an approved timeline, with quarterly progress reported to the Director.
- Partner with Finance to ensure ServiceNow financial management modules or integrations support transparent IT cost allocation and chargeback.
- Define a ServiceNow governance model for Masdar's 100%-owned entities , determining which entities share the core instance, which require federated configurations, and how data sovereignty and access controls are managed across entity boundaries.
- Lead the evolution of ITIL v4-aligned processes , incident, problem, change, and request management , ensuring ServiceNow drives process discipline, not just ticket logging.
- Define and own the CMDB data governance model , including CI ownership by domain, discovery rules, reconciliation processes, and a CMDB accuracy KPI (target: >90% CI accuracy for production systems)
- Mature ITOM capabilities , CMDB data quality and governance, discovery and service mapping, event management , focusing on data accuracy and usability, not just tool deployment.
- Establish a Problem Management Centre of Excellence , going beyond reactive problem records to proactive trend analysis, identifying systemic failure patterns across the estate, and presenting monthly problem intelligence to the Senior Manager, IT Operations and the Director.
- Evolve ServiceNow Event Management as the enterprise event correlation layer , integrating IT monitoring tools (Azure Monitor, Dynatrace) and OT alerting systems into a unified event stream, reducing alert noise through correlation rules.
- Enable and expand ServiceNow Virtual Agent and Now Assist , improving service-desk coverage and automating common requests without increasing headcount.
- Start with high-volume, low complexity use cases (password reset, access requests, FAQs) and expand based on adoption data and data quality; define a formal ROI gate before each expansion phase.
- Ensure Virtual Agent supports Arabic and English interaction , required for Masdar's UAE-based workforce and field operations teams; validate language support before any enterprise-wide rollout.
- Evaluate and pilot ServiceNow's Now Assist (GenAI) capabilities , including AI-generated case summaries, knowledge article suggestions, and agent-assist features, ensuring all GenAI features comply with Masdar's AI governance framework before deployment to production.
- Align Virtual Agent roadmap with the Service Delivery Lead to support L0/L1 ticket-reduction goals; report deflection rate and automation ROI to the Senior Manager, IT Operations monthly
- Build and mature the 'IT-for-IT' automation layer , request workflows, approval automation, incident routing and triage , and expand beyond IT to cross-functional workflows (employee onboarding, contract approvals, access certification)
- Maintain a Workflow Automation Library , a published catalogue of approved, reusable automation patterns available to all business functions onboarding to ServiceNow; functions must use library patterns before requesting custom workflows
- Define and track adoption and maturity KPIs , % of services routed through ServiceNow, ticket categorization accuracy, automation/self-service usage, CMDB completeness , establishing baseline within 60 days of role start.
- Develop and maintain three distinct dashboard layers in ServiceNow: Operational (real-time SLA and queue metrics for domain leads), Management (weekly adoption and backlog status for Senior Manager), and Executive (monthly platform health and roadmap status for Director and CDO).
