Senior Manager, ServiceNow Product Lead

Job description

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. How we LEAD: The Senior Manager, ServiceNow Product & Service owns the Product Team’s portfolio of ServiceNow domains and is accountable for stakeholder relationships, prioritisation, and value delivery to internal customers. The role leads demand shaping, roadmap cadence, and outcomes-based reporting across domains (e.g., ITSM/Knowledge, HRSD/custom apps, CMDB, catalogue requests, access workflows, and asset-related capabilities) while ensuring alignment to platform guardrails and release cadence. Working within a globally distributed ServiceNow organisation, the role drives predictable delivery, adoption, and continuous improvement across multiple time zones. How we CREATE: Own overall stakeholder relationships, prioritization, and domain roadmaps across the Product Team portfolio Run intake, demand shaping, and roadmap cadence; translate requests into outcomes, epics, and acceptance criteria Drive cross-domain dependency management and alignment with platform guardrails and release windows Own vulnerability management workflow outcomes and reporting with Security and IT partners Own value measurement and reporting (KPIs, adoption, service outcomes) and drive continuous improvement Lead escalation management, communications, and change enablement for Product-delivered capabilities Partner effectively with a global ServiceNow team across multiple time zones (Sydney, Los Angeles, London, India) Bring your VIBE: Executive-level stakeholder management; able to influence priorities and outcomes across IT and business units Strong product/service ownership mindset; prioritize based on value, risk, and capacity with disciplined governance Ability to run structured intake, roadmap planning, and delivery cadences to ensure predictable outcomes Strong communication skills; translate technical constraints and trade-offs into business-relevant decisions Ability to operate effectively in a global, multi-timezone team with clear coordination and handoffs Working knowledge of ITSM/ITIL concepts and modern delivery practices (Agile/Lean) with pragmatic application 8+ years in service management, enterprise platforms, or technology product/service delivery environments 3+ years in a senior role owning roadmaps, prioritization, and stakeholder outcomes for enterprise capabilities Experience managing portfolios across multiple domains/modules with competing priorities and dependencies Experience defining and measuring KPIs and value outcomes (adoption, service performance, delivery predictability) Experience partnering with Security/IT stakeholders on vulnerability process outcomes and reporting Experience working with globally distributed teams across multiple time zonesServiceNow knowledge across key modules and platform concepts (ITSM, Catalog, Knowledge, CMDB/ITOM concepts, integrations) Perks Playlist: Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer): Comprehensive medical, dental, and vision coverage Including 100% coverage for out-patient in-network mental health services Fertility coverage for eligible medical plan participants Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year) Student Loan Repayment Assistance and Tuition Reimbursement 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution A variety of ways to prioritize much-needed time away from work including: Flexible Paid Time Off (PTO) for exempt employees 3-weeks PTO for non-exempt employees 2-weeks paid Winter Break 10 Company Holidays (including Juneteenth and Wellbeing Day) Summer Fridays (between Memorial Day and Labor Day) Generous paid parental leave for every type of parent Check out our full overview of benefits on the Perks Playlist page of the career site. Disclaimer: This job description only provides an overview of job responsibilities that are subject to change. Universal Music Group is an Equal Opportunity Employer We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah. Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT. For more information, please click on the following links. E-Verify Participation Poster: English / Spanish E-Verify Right to Work Poster: English | Spanish Job Category: Technology