Senior Manager, Product Lead - ServiceNow

The Senior Manager, Platform Product Lead is responsible for the day-to-day ownership, execution, and delivery of the Service Now platform, with a particular focus on Now Assist and GenAI-enabled capabilities. This role reports into the Associate Director, Senior Platform Lead to translate platform strategy into clear roadmaps, prioritized backlogs, and delivered outcomes, ensuring value realization across IT and business stakeholders.

The ideal candidate is equally comfortable working with technical teams, business partners, and vendors, and thrives in an environment where clarity, prioritization, and follow-through are critical to success. Specifically, own and maintain the Service Now Development Roadmap and day to day development, ensuring alignment with enterprise priorities; translate platform strategy into well-defined epics, user stories, and acceptance criteria; balance demand across IT, business, and operational stakeholders while maintaining platform integrity.

All while orchestrating solutions across ITSM, platform engineering, security, and business teams to ensure smooth delivery and governance of services and projects.

The Senior Manager role will drive the operational and program delivery support across technology initiatives and solutions within their platform area. The position will be responsible for overseeing and contributing to the technical execution of the roadmap as well as maintaining and enhancing the existing productions solution in their platform domain.

Core Responsibilities include but not limited to the following:

• Product Strategy&
  
  Roadmap:
  
  Define and execute the roadmap for responsible product, ensuring alignment with business objectives and industry standards. Evaluate emerging technologies and recommend enhancements to improve efficiency and user experience. Ensure solutions being planned, take global needs into accounts, are architecturally flexible to extend to related business areas, and are not overly complex. Designs solutions that are maintainable and supportable.

• Product delivery & execution : Lead end-to-end delivery of enhancements /projects, including upgrades, integrations, and new capability rollouts. Ensure solutions are architecturally sound, compliant, and scalable for global operations. Drive Agile and Dev Ops practices for faster, quality delivery.

• Operational Excellence: Oversee performance, incident management, and continuous improvement initiatives. Implement best practices for system configuration, data integrity, and process automation.

• Stakeholder Engagement
  :
  Act as the primary liaison between business units (Finance, Procurement, Supply Chain) and technical teams. Communicate platform updates, KPIs, and value realization to senior leadership.

• Vendor & Risk Management
  :
  Manage relationships with SAP and Ariba vendors and service providers. Ensure compliance with regulatory requirements and mitigate risks related to data security and system reliability.

Qualifications:

• Minimum of years 8+ years of experience providing solutions for business, developing and implementing products across global platforms, with 3+ years of experience in Life Sciences.

• Working knowledge of key processes within the relevant business area and various regulations governing the pharmaceutical industry.

• Demonstrated solid presentation skills with the ability to influence and drive action including ability to effectively interface with all senior level functional area colleagues

• Demonstrated solid interpersonal skill and proven high emotional quotient focused on issues & problem management.

• Experience working with offshore based technical teams .

• Functional and technical understanding of products within ones domain

• Experience in delivering solutions using Agile methodologies, Project Management, IT SDLC and Dev Ops framework

• Experience in Operational Excellence - including but not limited to Continuous Improvement and Project and/ or Technical Management.

• Hands-on experience in applying architectural principles, methods, and tools to business challenges.

• Up to 10% travel is required, based upon business needs.

Educational Requirements:

Minimum of a Bachelor's degree; preferably, a degree in Computer Science, Engineering, or adjacent fields. Advanced degree in in sciences, business administration, or pharmaceuticals is optimal.

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others' perspectives and strive for diverse partnerships to enhance work toward…