People Technology Service and Experience Product Manager

Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future.

We are a team of over 20,000 experts working across the world in more than 50 countries.
We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support. 

Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant.

Job Description:

We are creating a new Group People Technology function to provide clear ownership, governance and strategic direction across the technology that supports our global People services. 

The People Technology Service & Experience Product Manager will provide accountable ownership for the People Service & Experience portfolio, ensuring that global People services, employee and manager journeys, case management, knowledge, self-service and lifecycle automation are governed, prioritised, optimised and developed in line with business priorities. 

Reporting to the Group People Technology Manager, you will lead and develop the Service & Experience product team and work closely with the People Technology Portfolio & Operations Lead, Senior Product Specialists, Project Managers and colleagues across the wider function. 

You will work with People teams, business regions, IT, Security, Finance, Procurement, Enterprise Architecture, external partners and suppliers. The portfolio initially centres on ServiceNow HRSD and is expected to include Qualtrics and colleague-listening capabilities, alongside integrations with SAP SuccessFactors, OpenText, Microsoft products and other enterprise platforms. 

You will own the product strategy, roadmap, backlog, performance and continual improvement of the Service & Experience portfolio. You will help the business establish consistent global ways of working and create joined-up employee and manager journeys, while ensuring the portfolio delivers measurable business value today and evolves towards stronger experience design, orchestration, automation and self-service. 

Key Responsibilities:

• We are creating a new Group People Technology function to provide clear ownership, governance and strategic direction across the technology that supports our global People services.
• The People Technology Service & Experience Product Manager will provide accountable ownership for the People Service & Experience portfolio, ensuring that global People services, employee and manager journeys, case management, knowledge, self-service and lifecycle automation are governed, prioritised, optimised and developed in line with business priorities.
• Reporting to the Group People Technology Manager, you will lead and develop the Service & Experience product team and work closely with the People Technology Portfolio & Operations Lead, Senior Product Specialists, Project Managers and colleagues across the wider function.
• You will work with People teams, business regions, IT, Security, Finance, Procurement, Enterprise Architecture, external partners and suppliers. The portfolio initially centres on ServiceNow HRSD and is expected to include Qualtrics and colleague-listening capabilities, alongside integrations with SAP SuccessFactors, OpenText, Microsoft products and other enterprise platforms.
• You will own the product strategy, roadmap, backlog, performance and continual improvement of the Service & Experience portfolio. You will help the business establish consistent global ways of working and create joined-up employee and manager journeys, while ensuring the portfolio delivers measurable business value today and evolves towards stronger experience design, orchestration, automation and self-service. 

Candidate Specification:

Essential 

• Significant experience managing enterprise technology products, platforms or services within a complex organisation.
• Significant hands-on experience with ServiceNow HR Service Delivery, including product ownership, roadmap planning, workflow or service development and stakeholder management.
• Experience defining product strategies, roadmaps, backlogs and priorities and translating business requirements, service challenges and strategic objectives into measurable digital outcomes.
• Experience leading and developing product, platform, service-management or technology teams, with responsibility for performance, coaching, prioritisation and capability development.
• Strong understanding of HR service delivery, case management, service catalogues, knowledge management, employee and manager self-service and workflow automation.
• Experience designing or improving employee and manager journeys, services or lifecycle events across multiple business functions.
• Experience supporting global service standardisation while balancing regional, operational and regulatory requirements.
• Experience managing product demand, incidents, defects, enhancements, optimisation opportunities and investment decisions within a structured governance framework.
• Experience owning delivery outcomes through internal teams, integrated delivery teams and third-party implementation or support partners.
• Experience working with business stakeholders and non-People functions to define responsibilities, requirements and hand-offs within cross-functional services or lifecycle journeys.
• Strong stakeholder leadership, communication and influencing skills, with the ability to challenge constructively, build consensus and operate effectively at senior leadership level.
• Experience operating within a product-led delivery model and establishing product governance, processes and ways of working within new, evolving or transforming technology environments.
• Ability to balance immediate operational priorities with medium and long-term product strategy, service transformation and experience-design objectives.
• Experience using platform performance, service information, stakeholder feedback and business outcomes to drive continual improvement and investment decisions. 

Desirable 

• ServiceNow Certified System Administrator certification.
• ServiceNow HR Service Delivery implementation, product or specialist certification.
• Additional ServiceNow certifications relating to platform implementation, application development, workflow automation, service management or customer workflows.
• Experience within People Technology, HR Technology or enterprise employee-service portfolios.
• Experience with Qualtrics or comparable colleague-listening, survey or experience-management platforms.
• Experience applying service design, experience design, journey mapping or user-centred design practices.
• Experience designing or managing global service catalogues, service taxonomies, case-management models or knowledge-management frameworks.
• Experience supporting employee lifecycle orchestration across People, IT, Security, Facilities, Procurement, Learning, identity or background-screening processes.
• Experience integrating ServiceNow with SAP SuccessFactors, OpenText, Microsoft products or other enterprise platforms.
• Experience supporting digital transformation, operating-model change or organisational mobilisation initiatives.
• Experience developing and leading communities of practice, super-user groups, champion networks or People Technology Communities.
• Experience working within a global, complex or matrixed organisation. 

Qualifications & Certifications: Desirable 

• ServiceNow Certified System Administrator
• ServiceNow HR Service Delivery certification
• ServiceNow Certified Implementation Specialist certification
• Qualtrics certification or relevant experience-management qualification 

Product and Delivery 

• SAFe Product Manager / Product Owner
• AgilePM 

Scrum Product Owner 

• Scrum Master 

Service and Experience Management 

• ITIL Foundation or higher certification
• Service design or experience-design qualification 

Journey-mapping, user-experience or human-centred-design certification 

This role is expected to help build and mature the People Technology function and establish Service & Experience as a strategic product capability, rather than simply operate an established ServiceNow platform. 

Flexible working
At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.

Our benefits package is designed to enhance your experience:

• Agile working
• Critical illness and compassionate leave
• Paternity Leave
• Group term life insurance, and Group medical insurance coverage
• Career mobility options
• Short and Long-term global employment opportunities
• Global collaboration and knowledge sharing

Employment Compliance Requirement

As part of our global compliance requirements, all candidates must hold a valid Right to Work (RTW) document in India, which will be verified during the recruitment process.
Acceptable documents include a Passport, Voter ID, or Birth Certificate.
By applying, you confirm that you can provide valid documentation if and when required.