Senior Product Manager ServiceNow

We are MHCLG

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people’s lives. Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time.

MHCLG is strengthening its internal Software-as-a-Service (SaaS) capability to build sustainable ownership of strategic digital platforms, working with external suppliers to improve service governance, assurance and value realisation. ServiceNow is a critical enterprise platform supporting IT Service Management, service operations, digital workflows, configuration management, service request fulfilment, automation and future service transformation initiatives across the department.

As a ServiceNow Senior Product Manager, you will play a pivotal role in driving the success of our ServiceNow platform. You will lead the strategic direction, development and continuous improvement of the ServiceNow portfolio. The postholder will define the product vision, maintain the roadmap and ensure investment decisions are aligned with departmental objectives, user needs, service outcomes and measurable value. You’ll collaborate closely with stakeholders, development teams and end-users to ensure seamless functionality and alignment with business objectives.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

As a Senior Product Manager - ServiceNow, you’ll:

• Define, own and communicate the ServiceNow product vision, strategy and roadmap, ensuring alignment with departmental priorities, digital strategy and measurable business outcomes.
• Own the ServiceNow portfolio, backlog and demand pipeline, prioritising work based on user needs, business value, risk, capacity, technical debt and strategic objectives.
• Represent users and stakeholders, ensuring ServiceNow capabilities are driven by user-centred design, accessibility, service outcomes and organisational priorities.
• Translate user needs, feedback and service insight into prioritised requirements, user stories and deliverable outcomes for internal teams and suppliers.
• Act as the intelligent customer for ServiceNow delivery, providing strategic direction, managing supplier relationships, assuring delivery quality and supporting knowledge transfer into MHCLG.
• Drive continual improvement of the ServiceNow platform, working across digital, service management, operational and supplier teams to improve service quality, governance, performance and user outcomes.
• Provide product leadership for ServiceNow capabilities supporting service management practices, including request, incident, problem, change, knowledge, configuration and continual improvement.
• Use data, user insight and performance measures to evaluate success, realise value and communicate priorities, progress, risks and outcomes to senior stakeholders, service owners, operational teams and delivery partners to support effective decision-making and platform adoption.
• Champion the growth of MHCLG's internal ServiceNow capability, supporting the transition from supplier-led delivery towards sustainable in-house ownership and expertise.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Application and Selection

The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours , Experience , Strengths , Technical

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading.

Stage 1: Sift (CV & Personal Statement)

Experience:

In your CV and 500 word personal statement, please include:

a. why you are interested in the role;

b. how you meet the essential skills and experience required

c. Evidence of product leadership, roadmap ownership, stakeholder engagement, backlog prioritisation and delivery of measurable service or business value.

d. Examples of working with technical teams, suppliers or delivery partners in a complex environment.

Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.

In the event that we receive a large number of applications, we may conduct an initial sift using the lead sift question listed in the advert. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.

Lead sift question (Experience): Using a specific example, describe how you have owned and prioritised the roadmap and backlog for ServiceNow. Explain how you balanced user needs, business value, operational risk, technical debt, delivery capacity and competing stakeholder demands. What decisions did you make, how did you work with technical teams or suppliers and what measurable service or business outcomes were achieved?

Stage 2: Interview

• Behaviours: Leadership, Managing a Quality Service, Changing and Improving
• Technical: Technical questions will be based around the essential skills and criteria as listed in the job description.
• Strengths: The strength-based questions will require natural responses from the candidates.

Candidates will be asked to prepare a 5-10 minute presentation, further details will be provided on invitation to interview.

Sift and Interview Dates

Sifting is envisaged to take place from 4th November 2026 with interview dates to follow.

Interviews are currently being held remotely via videocall. This could be subject to change.

How We Recruit

Find out everything you need to know before applying here..

• Applying
• Sifting
• Interview
• Interview Results & Feedback
• Reserve List
• Near Miss
• Civil Service Grades
• We are a DCS, RIS & GPTWV employer
• Reasonable Adjustments

How to Apply

What you need to know before applying.

You must review the following information from the MHCLG Career's Site before submitting your application. This step is essential to ensure your eligibility for the role and that your application is completed correctly.

• Security Clearance Requirements
• Civil Service Nationality Requirements
• Right to Work
• Civil Service Code and Recruitment Principles
• CV Declaration
• Sponsorships
• Salary and Grade
• Existing Civil Servants
• Conflict of Interest
• Location and Flexible Working
• Fixed Term Contracts
• Internal Fraud Database
• Appeals and Complaints

Security Clearance Requirements

National Office: BPSS + SC

London Office: BPSS + SC

Feedback will only be provided if you attend an interview or assessment.