Service Now & Pega - Product Lead

Job Title: Service Now & Pega – Product Lead
Location: Bangalore

ABOUT UNILEVER:

Be part of the world’s most successful, purpose-led business. Work with brands that are well loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future. 

Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you. 

ABOUT GDT:

GDT is the global digital and technology engine of Unilever offering business services, technology, and enterprise solutions. GDT serves over 190 locations and through a network of specialized service lines and partners delivers insights and innovations, user experiences and end-to-end seamless delivery making Unilever Purpose Led and Future Fit. 

PURPOSE OF THE ROLE
Hyper Automation is a key platform as part of the Technology Foundation team, within Unilever. It forms the foundation of all technology automation, AI and Agentic Framework within Unilever. As a part of the Hyper Automation Product team, the role of Service Now & Pega – Product Lead is responsible to ensure end for the end platform & delivery ownership to deliver key business outcomes for greater customer satisfaction. The partnering for the will require working closely with the GDT product teams to drive business outcomes.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE
Key accountabilities:
Platform Strategy, Modernization & AI Integration
• Define and own the strategic roadmap for Hyper Automation using ServiceNow & Pega, ensuring alignment with Enterprise Architecture, Tech Foundation strategy, and Unilever’s Automation & AI vision.
• Drive platform modernization including architectural upgrades, consolidation opportunities, and reduction of legacy technical debt.
• Champion adoption of workflow automation, orchestration, and AI-infused solutions across business functions.
• Integrate AI, GenAI, and agentic frameworks into ServiceNow & Pega in partnership with Tech Foundation AI teams.

Design, Governance & Best Practices
• Lead the end to end design, governance, and delivery of new modules and enhancements across the ServiceNow & Pega platforms.
• Establish and enforce platform guardrails, design standards, security requirements, and architectural governance via the ServiceNow & Pega CoE.
• Ensure Unilever is represented and prioritized in the ServiceNow & Pega platform strategy and product roadmap.

Innovation, Value Realization & Future Capabilities
• Continuously engage with ServiceNow and Pegasystems to stay informed on upcoming features and product enhancements.
• Proactively evaluate and promote future product enhancements that drive value, innovation, and platform evolution.
• Establish value-realization frameworks to quantify business benefits from automation initiatives.
• Deliver proof-of-concepts (POCs), prototypes, and pilot new product features.

Delivery Ownership, Risk Management & Platform Health
• Own delivery execution, demand management, and risk mitigation across strategic programs, including the Unilever–IC demerger.
• Ensure platform health through release management, upgrade coordination, environment stability, and proactive issue resolution.
• Work within mature Agile and DevOps frameworks to deliver high-quality releases at speed.
• Oversee licensing utilization in collaboration with the Service Assurance team and ensure adherence to commercial entitlements.

Stakeholder & Partner Engagement
• Engage senior stakeholders (WL3+), Service Owners, Enterprise Architects, and Product teams to shape roadmaps and ensure aligned decision-making.
• Collaborate with the Process Office and Product Owners to design and deliver business requirements while protecting platform integrity.
• Manage and strengthen the vendor partner ecosystem through KPIs, governance, and performance frameworks.
• Drive successful integration of delivery partners into the GDT Product organization.

People, Capability & Team Leadership
• Lead and develop a global, multi-disciplinary team of Product Owners, Architects, Developers, and vendor specialists.
• Build capability development plans including certifications and skill uplift for ServiceNow & Pega resources.
• Mentor team members, fostering both leadership and technical growth.
• Create a cohesive platform team culture across Product, Operations, and Vendor teams

EXPERIENCES & QUALIFICATIONS
Necessary Experience & Qualifications
• Bachelor’s degree in computer science, Information Technology, or a related field. Advanced degrees are a plus.
• 12+ years relevant experience of supporting the establishment, development and transacting processes for enterprise platforms within a complex global environment. Previous experience with ServiceNow & Pega platform will be a clear advantage.
• Proven track record of delivering projects on enterprise platforms, running improvement activities across a broad range of areas.
• Knowledge of Agile methodologies/practices e.g. Scrums and Sprints and able to demonstrate the active practice and implementation of these techniques
• Ability and openness to take on undefined Demands and/or Projects as they arise and bring structure to them, delivering outcomes and not solutions.
• Business awareness, understanding the broader context in which IT delivery has an impact on overall business performance.
• Ability work with Vendor Partners to deliver new modules, enhancements and other changes needed on the platform
• Ability to manage senior stakeholders (WL3+) effectively.

Preferred Experience & Qualifications
• Sound understanding and hands on experience in different modules of ServiceNow (ITSM, HRSD, CSM, IRM, SPM, WSD)
• Should possess both technical and functional knowledge of the Pega platform and underlying architecture
• Sound understanding and hands on experience in the core ServiceNow platform capabilities
• ServiceNow certifications (ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist, etc.) are highly desirable
• Pega platform certifications (Certified Pega Architect) are highly desirable.
• Liaising with ServiceNow & Pegasystems and managing central initiatives (like access management automation, archival)

SKILLS
• Business System Design
• Software Lifecycle Management & Agile Delivery
• Stakeholder Management
• Budget & Financial Management
• Team Leadership
• Vendor & Partner Management

LEADERSHIP SKILLS

• CARE DEEPLY: We care about how consumers experience our brands, the growth and development of our people, and their impact on the planet. We emphasize the importance of performance and care, moving from ambiguity about success to fairness and transparency. 

• FOCUS ON WHAT COUNTS: We prioritize what truly matters, setting clear and stretching goals. We aim to shift from having everything as a priority to focusing on fewer, bigger things that are delivered to conclusion and are being rewarded. 

• STAY THREE STEPS AHEAD: We encourage bold and creative thinking to make breakthroughs in performance. We focus on anticipating and staying ahead of consumer needs and external trends, shifting from reacting to leading, shaping, and disrupting the market. 

• DELIVER WITH EXCELLENCE: The emphasis is on delivering everything with excellence and pace, taking personal ownership, and holding each other accountable. We aim to shift from pride in thinking to pride in execution, developing breakthrough solutions and ensuring the best outcomes. 

Our commitment to Equality, Diversity & Inclusion 

• Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.