ServiceNow Product Owner

About the role

Masdar, the Abu Dhabi Future Energy Company, is looking for a ServiceNow Product Owner to turn ServiceNow into its centralised enterprise workflow and service management platform. The role owns the end-to-end product strategy, roadmap, governance and vendor delivery, driving standardisation, automation and adoption across IT, HR, Facilities and Corporate Services.

Key responsibilities

• Own the product vision and multi-year roadmap, moving from an ITSM tool to an enterprise workflow platform, and manage the backlog by business value and automation potential.
• Keep a rolling 3-year business case, run annual platform health assessments and present findings to the Director.
• Centralise service requests across IT, HR Shared Services and Facilities, and maintain an onboarding playbook and a Shadow Tool Register.
• Lead ITIL v4-aligned processes, CMDB data governance (target >90% accuracy), ITOM maturity and an event management layer integrating Azure Monitor, Dynatrace and OT alerts.
• Enable Virtual Agent and Now Assist (Arabic and English), with an ROI gate and GenAI features aligned to Masdar's AI governance.
• Build an "IT-for-IT" automation layer, a Workflow Automation Library and three dashboard layers (operational, management, executive).
• Partner with Finance on cost allocation and chargeback, and define a governance model for the 100%-owned entities.

Required profile

• Bachelor's degree in IT, computer science or a related field; relevant certifications preferred.
• 7-10+ years in ServiceNow product ownership or platform leadership, including ITSM transformation and adoption across business functions.
• Experience managing ServiceNow in outsourced or vendor-led environments and implementation partners under outcome-based SLAs.
• Energy, utilities or asset-intensive sector experience, and familiarity with UAE regulations (NESA, ADIO, DOE) are an asset.

Required skills

• ServiceNow: ITSM, ITOM, CMDB, HRSD, Virtual Agent, Now Assist, Integration Hub and platform governance.
• ITIL v4 (incident, problem, change, request, service level management).
• Product management: backlog prioritisation, roadmap governance, business case and KPI tracking.
• Vendor and license governance, FinOps (cost allocation, chargeback), and AI/automation governance.
• Strong stakeholder management with HR, Finance, Facilities and business unit heads.