Product Manager - Servicenow (Leader role)

Contract Type
This position is archived.
This position is archived.
Job description

Position summary

The Digital Experience Platform (DXP) is a dedicated team in RSS within the Global Customer Experience (GCX) team, focused on delivering enhanced experience-centric support services across the whole Roche organization, by enabling innovative solutions to ensure support excellence.

Our team consists of technical, process and operational support professionals who collaborate with teams across Roche and with key third party vendors, to define, create and provide support solutions for our customer facing organizations.

Your day-to-day responsibilities ServiceNow is one of the fundamental components of the GCX Digital Experience Platform (DXP) chapter and plays a critical role in enabling GCX’s ambitions.

The Product Manager for ServiceNow is accountable for keeping the GCX relevant modules (eg. ITSM, CSM) in line with the evolving business needs. You create the vision in line with RSS/GCX strategic goals and align stakeholders around the vision for the product.

This is a People Manager position and part of the GCX Digital Experience Platform Leadership Team.


  • Proactively intercepting strategic business needs, quantifying their potential impact and translating them into new features for enhanced and/or new solutions. Excellence in establishing an effective network through strong stakeholder management with

customers, partners and vendors

  • Defining the product strategy and roadmap working closely with your Product team and in alignment with your SNow counterparts in other functions (eg. Informatics, P&C, Site Services) as applicable
  • Overseeing the activities run by the colleagues under your responsibility (Product Owners, DevOps, Data Management) nurturing a self-management and value creation culture.
  • Fostering seamless collaboration inside your organization and within the wider Digital

Experience Platform aiming to break “walls” and leverage available capabilities and synergies. Building strong partnerships in the wider Roche ecosystem is also a key goal of your team

  • Applying diligently the DXP demand & resource management process striving for impact based prioritization and effective resource utilization

Required Skill and Expertise - Expert Level

  • 10+ years of experience as a successful Information Technology Project Manager/delivery leadership using structured project management and agile


  • Very good understanding in the SNOW platform (ITSM, CSM and other capabilities like Virtual Agent, KM, Mobile) and IT Practices.
  • Deep understanding of various development life cycles (Waterfall, Agile, Scrum, Kanban, Iterative, Spiral, Safe, etc.)
  • Demonstrated experience working and delivering projects in a scientific environment

and/or pharmaceutical business areas

  • Demonstrated experience in managing activities with significant potential to cause

moderate to drastic business disruption

  • Ability to manage the complexity of scope, time, cost, quality, risk, team dynamics on a global level in order to deliver programs and large multifunctional, complex projects across multiple global locations
  • Ability to see the interrelationship across "the big picture" and understand its dependency with other activities
  • Excellent oral and written communication skills, as well as presentation abilities
  • Demonstrated success communicating across a variety of audiences, including

business partners and informatics technologists (both up and down the organization)

  • Demonstrated success handling initiatives of high complexity and risk
  • PMP, Prince2 (or equivalent), SAFe, Scrum Master certification is a plus
  • Exceptional listening, problem solving, negotiation, and facilitation skills
  • Ability to guide, mentor and coach chapter members
  • Proven leadership abilities and emotional intelligence
  • Cafeteria
  • Medicover Private Health Insurance
  • Life and Accidental Insurance
  • Employee Assistance Program
  • Loyalty Program
  • Parental Leave
  • Applause Program & Recognition Framework
  • Working from Home (4 days/week)
  • Development opportunities
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This position is archived.
This position is archived.