ITOM Product Owner

Are you passionate about transforming IT operations through automation, intelligence, and innovation? We’re looking for an experienced ITOM Product Owner to lead the vision, strategy, and roadmap for our ServiceNow IT Operations Management (ITOM) platform, ensuring it delivers meaningful business value and supports operational excellence across the organisation.

In this pivotal role, you’ll work at the intersection of technology and business, shaping and evolving capabilities such as Discovery, CMDB, Service Mapping, Event Management, AIOps, Cloud Operations, and Automation. Partnering with stakeholders, architects, engineers, and delivery teams, you’ll drive product adoption, prioritise investment, champion best-practice use of the platform, and ensure the ServiceNow ITOM ecosystem continues to enhance service resilience, improve operational efficiency, and support our wider technology strategy. You’ll play a key role in enabling smarter operations, reducing complexity, and creating a more proactive and data-driven technology environment.

Day to day:

Based on internal product ownership guidance and ITOM documentation, Product Owners are expected to define product vision, manage the backlog, prioritise value delivery, engage stakeholders, and drive continuous improvement across their product area.

• Define, maintain and communicate the ServiceNow ITOM product vision, strategy and roadmap, ensuring alignment with business priorities and technology objectives.
• Own, prioritise and manage the ITOM product backlog, translating business requirements into clear user stories, features and deliverables.
• Work closely with Technology, Infrastructure, Operations, Architecture, Security and Service Management teams to understand challenges, gather requirements and identify opportunities for improvement.
• Lead workshops and stakeholder discussions to capture business needs and ensure product capabilities deliver measurable operational value.
• Drive the adoption and continuous improvement of ITOM capabilities including Discovery, Service Mapping, Event Management, Health Log Analytics, Cloud Discovery, Cloud Management Integrations, Operational Intelligence, AIOps, Service Graph Connectors, CMDB Data Foundations and Service Operations Workspace.
• Ensure accurate service visibility and operational intelligence across the technology landscape by supporting robust CMDB, discovery and service mapping practices.
• Prioritise enhancements that improve service resilience, reduce outages, increase automation and enhance operational efficiency.
• Collaborate with engineering teams, architects and delivery partners to ensure solutions are delivered in line with agreed outcomes, governance standards and platform strategy.
• Review product performance, adoption metrics and success measures, identifying opportunities to optimise services and maximise value realisation.
• Support the delivery of automation and remediation capabilities that reduce manual effort and enable proactive operational management.
• Develop business cases and recommendations for new functionality, enhancements and platform investments.
• Communicate roadmap updates, delivery progress, risks, dependencies and achievements to stakeholders and leadership teams.
• Represent the ITOM product within governance forums, contributing to strategic planning and technology decision-making.
• Promote best-practice and out-of-the-box ServiceNow capabilities, ensuring sustainable and scalable platform growth.
• Continuously assess emerging ServiceNow ITOM features and industry trends, recommending improvements that support organisational goals and operational excellence.

• Demonstrated experience as a Product Owner or Technical Product Owner within a ServiceNow delivery team, with hands-on knowledge of ITOM (Discovery, Service Mapping, Event Management, CMDB) and how these modules interact with each other and with wider platform architecture.
• Strong track record of owning a product backlog, writing clear user stories and acceptance criteria, and balancing stakeholder demand against platform stability, data quality and technical debt.
• Experience supporting live ITOM services, including involvement in major incident response, root cause investigation and driving continuous improvement in platform reliability and CMDB accuracy.
• Understanding of governance, security and compliance principles relevant to ITOM and CMDB data, along with the ability to analyse complex technical problems and work with architects and engineers to shape solutions.
• Strong stakeholder management and communication skills, with the ability to work effectively across engineering, enterprise architecture and service management, and to define and track success metrics that demonstrate value delivered.

Enjoy a competitive salary, strong opportunities for growth, and the chance to influence architecture at enterprise scale. You’ll work in a collaborative and forward-looking environment where innovation, strategic thinking, and continuous improvement are valued. Alongside this, you’ll benefit from a competitive benefits package including pension, holiday allowance, flexible benefits, and support for your health and wellbeing.

At Centrica, technology underpins how we deliver our strategy. You’ll join a team transforming our platforms, strengthening cyber and operational resilience, and embedding a product-led approach that brings engineers, data specialists and business experts together to deliver meaningful outcomes at pace.

We’re scaling automation and AI from proof of concept into real, end-to-end change - improving customer journeys, reducing cost to serve, accelerating delivery, and building the digital foundations that support everything from energy trading and risk to field operations and critical infrastructure.

If you want to solve complex, high-impact problems using modern engineering practices - and help shape the platforms that will define Centrica over the next decade - this is the place to do it., We’re not a perfect place - but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.