Senior Manager, Product Owner, Service Request Management

GSK Tech Global Centre in Poznan
Online interview
Employment contract
Business Garden, Poznań
Remote possible
Paid vacation

Project description

In ITSM Product Management team, we provide reliable, end-to-end governance of IT Service Management processes across the whole Enterprise Solution – ServiceNow. This enables employees to deliver consistent and desired support to the business with minimal disruption.

The team is responsible for Incident Management, Major Incident Management, Problem Management, Change Management, Release Management and Service Request Management processes.

The role holder will be accountable for designing and delivering the roadmap and strategy that will improve the user experience for the products within their domain. They will collaborate closely with stakeholders to agree on priorities within their domain and build plans to deliver against those priorities.

Your tasks

Leadership: Make sound decisions and encourage strategic thinking, innovation and action

Product Domain: Understand the product domain (Service Catalog in ServiceNow) from a technology perspective and how it adds value for our business stakeholders.

Technical Configuration/Customization: Own the relationships with third party solutions providers, developers and internal Tech partners.

Governance & Product Assessment. Standardize process that is based on industry best practices. Provide complementary tools such as checklists, templates, suggestions for KPIs, and detailed role descriptions.

Quality, Risk & Compliance: Accountable for ensuring all products supporting the business are compliant with internal security, risk management policies and practices, external regulatory and statutory requirements e.g. GxP, SARBOX

Who we're looking for?

We are looking for engineers with these required skills to achieve our goal:

  • 5+ years of professional experience with IT Service Management in complex organization
  • Experience of designing, implementing and managing Service Management processes
  • Proven experience in Product Management and providing solutions for business problems
  • Understanding of Product Management through Agile Software Development, toolsets experience in Scrum, Kanban, SAFe
  • Excellent senior stakeholder management, strong influencing and communication skills
  • Excellent leadership skills with experience collaborating with and giving direction to cross-functional teams
  • Experience working with third parties in the delivery of working products
  • Experience working with diverse teams (countries and cultures) effectively
  • Strong sense of urgency, ability to make things happen
  • Effectively manages multiple tasks in parallel.
  • Minimum ITIL Foundation v3/4

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

  • Lean Six Sigma
  • ITIL Intermediate - Service Operations (v3) / ITIL Specialist – Create, Deliver and Support (v4) level qualification
  • Problem Solving methods and techniques, e.g. Kepner-Tregoe

Why GSK?

Our values and expectations are at the heart of everything we do and form an important part of our culture.

These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork.


  • Career at one of the leading global healthcare companies
  • Contract of employment
  • Company Car or Car Allowance
  • Long term incentives
  • Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit)
  • Life insurance and pension plan
  • Private medical package with additional preventive healthcare services for employees and their eligible
  • Sports cards (Multisport)
  • Possibilities of development within the role and company’s structure
  • Personalized learning approach (mentoring, online training’ platforms: Pluralsight, Business Skills, Harvard Manage Mentor, Skillsoft and external training)
  • Extensive support of work life balance (flexible working solutions, short Fridays option, health & well-being activities)
  • Encouraging community and integration events
  • Modern office with creative rooms, fresh fruits everyday
  • Free car and bike parking, locker rooms and showers



How we manage our projects?
Scrum, Agile, Kanban
Who makes architectural decisions?
Team and tech leads
Who makes technology stack decisions?
Project management software
JIRA, Microsoft Teams, Azure Devops
How we code?
Version control
Style guide
Code review
Static code analysis
Code metrics
Knowledge database
How we test?
Unit tests
Integration tests
System tests
Performance tests
Manual testing
Test automation
Additional monitor
Personal container
Operating system
Work environment
Tech supervisor
Open space
Flexible working hours
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Hot beverages
  • Fruits
  • Snacks
  • Trainings
  • Car parking
  • Bicycle parking
  • Chill room
  • Integration events
  • work up to 80% of your working time per month remotely
  • flexible working hours
  • work part-time or have a long weekend thanks to Short Friday

Our company

GSK Tech Global Centre in Poznan

Poznań 750
Tech skills
  • Node.js
  • JavaScript
  • Java
  • Python
  • Groovy
  • C#
  • .NET
  • LIMS Basic
  • ASP.NET Core

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