Senior Principal - Data Intelligence Product Owner

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems.
Our diverse portfolio consists of vaccines, specialty medicines, and general medicines.
Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

Job Purpose
The ServiceNow Data Intelligence & Experience Product Manager leads a group of related Products within a ServiceNow Platform & Enterprise Tools Domain, ensuring they deliver measurable value, support business processes, and are continuously improved. They work closely with the Service Desk and key stakeholders to translate functional goals into product roadmaps and provide direction to Product Owners on prioritisation, delivery focus, and product performance.
The ServiceNow Data Intelligence & Experience Product Manager ensures Core Products - Knowledge, Chat, Voice of Customer, Performance Analytics and Azure Data Lake, VA NLU - are usable, compliant, secure, and efficient to operate, while fostering a culture of agile delivery, value realisation, user experience, and continuous improvement. This role is accountable for the ServiceNow data strategy in Code Orange (Azure) and Google Cloud Platform and demand for data, analytics and reporting capability is translated into an actionable product roadmap and delivered through third-party delivery partners.

Key Responsibilities

- Translate functional strategies provided by the Senior Director, SERVICENOW Platform & Enterprise Tools into actionable product roadmaps and delivery priorities across a related group of Core Products- Knowledge, Chat, Voice of Customer, Performance Analytics and BI Data Lake, VA NLU

- Provide direction and coaching to Product Owners, ensuring requirements are well-defined, business cases for investment are robust, backlogs are prioritised to support business goals, architectural guidance, compliance needs, data-driven decisions, FinOps considerations, and domain ecosystem dependencies through cross-functional partnering.

- Partner with business stakeholders and process and governance owners to understand pain points, process challenges, data and reporting requirements, executive information needs and improvement opportunities. Translate this demand into product enhancements and delivery priorities for third-party delivery partners, without assuming ownership or governance of the underlying processes.

- Oversee delivery execution across the product group through third-party delivery partners, ensuring delivered capabilities meet agreed business requirements, data / architecture standards, quality / usability expectations and service outcomes.

- Manage third-party delivery and execution across the Data Intelligence product group, holding delivery partners accountable for agreed scope, milestones, quality, GSK standards and acceptance criteria.

- Promote agile and iterative delivery practices (e.g. SaFe, Scrum), supporting incremental value release, transparency of priorities, and improved collaboration with business users.

- Act as the escalation point for critical product performance, delivery issues, and dependency conflicts, addressing risks and facilitating decisions.

- Champion the adoption of user-centred improvements, business process optimisation, and automation opportunities that reduce cycle time and enhance user experience.

- Ensure effective risk, security, and compliance management (e.g. ISO controls) across the product group, embedding relevant controls in partnership with security and compliance SMEs.

- Support Solution Architects in shaping cross-product and cross-platform solutions, ensuring Product Owners manage dependencies to deliver integrated outcomes.

- Track and report performance against agreed KPIs for the product group, driving continuous improvement activities to maximise value for the Domain.

- Provide financial oversight of the domain, including product budgets and internal/external team resourcing costs, to inform strategic decision‑making and ensure alignment with GSK’s financial objectives.

Professional Qualifications

- Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience

- Industry certifications highly desirable (e.g. Agile Methodologies, CPM)
Area of Specialisation

- Knowledge of Global Functions domains such as HR, Finance, Legal, Corporate Security, and Workplace & Real Estate Facilities, and familiarity with the technology platforms that enable them (e.g. ServiceNow, Atlassian tools).

- Ability to work with senior business stakeholders to translate functional priorities into actionable product roadmaps, driving improvements in product adoption, stability, cycle time, support efficiency, and value delivery across Products.

Experience Required

- Technical Proficiency and understanding of Google Cloud Platform (GCP) data services and Azure Databricks.

- Extensive experience (typically 8+ years) overseeing end-to-end product delivery, including prioritisation, backlog management, solution design support, testing oversight, and value-focused release planning.

- Proven track record in overseeing the definition and execution of valuable Product strategies (such as ServiceNow), realising tangible benefits for the Business.

- Deep experience in concurrently overseeing multiple Product teams across the full delivery lifecycle, from requirements elicitation through to release.

- Proficient in conveying complex technology ideas to non-conversant audiences.

- Very strong analytical and problem-solving skills for developing Product use cases and determining their associated value.

- Highly experienced team leader that can effectively manage small to medium IT delivery teams).

- Very strong communication skills and ability to influence senior stakeholders, aligning on competing priorities and guiding Business teams on the feasibility of requests vs. technology constraints.
Desirable Requirements:

- Broad ServiceNow and data platform understanding – Strong grasp of the ServiceNow data model, Azure DataBricks, Google Cloud Platform data service and Performance Analytics structures to guide coherent design across reporting, dashboards, and core platform capabilities.

- Product leadership for experience and analytics capabilities – Ability to lead design of Chat, Virtual Agent, Service Portal, Knowledge, and Voice of the Customer, ensuring scalable, reusable patterns and high-quality user experiences.

- Executive stakeholder engagement  – Skilled at translating complex analytics and experience capabilities into clear business value, securing sponsorship, and aligning priorities with senior leaders.

- Leadership of cross-functional products – Proven experience directing product owners and engineers, shaping backlogs, resolving dependencies, and driving consistent delivery practices on a mature ServiceNow implementation.

Skills/Background

- Strong communication and influencing skills, able to guide prioritisation decisions, resolve delivery conflicts, and align multiple stakeholders around shared product outcomes.

- Skilled in coaching and developing Product Owners, fostering a culture of user-centred design, value-based delivery, and continuous improvement.

- Able to interpret business processes, regulatory needs, and operational insights to identify optimisation and automation opportunities that enhance product performance and user experience.

- Comfortable working within structured governance, security, and compliance constraints, ensuring product changes are well controlled, supportable, and aligned to organisational standards.

#AGTech

Skills
Agile Methodology, Artificial Intelligence (AI), Atlassian, Azure Data Lake, Backlogs, Cross-Functional Teamwork, Databricks Agent Bricks, Data Modeling, Design Thinking, DevOps, Leadership Strategies, Process Diagrams, Product Strategies, Project Management, Requirements Gathering, Scrum (Agile), Services Management, Software Development, User Experience (UX), User Research, User Story

Why GSK?
Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK:
As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.

Please contact our Recruitment Team at [email protected] to discuss your needs.

Important notice to Employment businesses/ Agencies
GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

It has come to our attention that the names of GlaxoSmithKline or GSK or our group companies are being used in connection with bogus job advertisements or through unsolicited emails asking candidates to make some payments for recruitment opportunities and interview. Please be advised that such advertisements and emails are not connected with the GlaxoSmithKline group in any way.

GlaxoSmithKline does not charge any fee whatsoever for recruitment process. Please do not make payments to any individuals / entities in connection with recruitment with any GlaxoSmithKline (or GSK) group company at any worldwide location. Even if they claim that the money is refundable.

If you come across unsolicited email from email addresses not ending in gsk.com or job advertisements which state that you should contact an email address that does not end in “gsk.com”, you should disregard the same and inform us by emailing [email protected] , so that we can confirm to you if the job is genuine.