Servicenow Lead Platform Manager - London, United Kingdom - Allen Lane

Allen Lane

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

My client, a Central Government department responsible for critical Infrastructure in the UK seek a Lead Platform Manager.

This role will be responsible for for leading the seamless operation and delivery of the ServiceNow platform, people, and process, to enable the platform to operate efficiently, effectively and securely.

Key Responsibilities

To be accountable for the daytoday management of suppliers who will support, improve, and develop ServiceNow capabilities including but not limited to ITSM Pro, SPM, SAM, and ITOM
To be responsible for providing support and guidance to all direct reports (where applicable)
To be accountable for defining and implementing platform strategy and vision, supporting the business to define the future strategy for platforms, and subsequent platform requirements, ensuring value is derived from investment
To be responsible for managing the design, delivery, maintenance, and continuous improvement of ServiceNow platforms, in line with business needs
To be responsible for ensuring suppliers meet service level agreements (SLAs) and Key Performance Indicators (KPIs) for ServiceNow platforms
To be responsible for the leadership of suppliers providing ServiceNow services with a customercentric support approach across multiple locations, focused on service improvement, availability, and performance
To be accountable for ensuring the ServiceNow platform and services remain responsive to customer needs
To be accountable for ensuring the ServiceNow service catalogue and wider IT service operations knowledge library is maintained
To be responsible for providing adequate reporting and ensuring service standards are met for their specific service
To be responsible for ensuring all ServiceNow technical change is communicated and managed, with appropriate governance
To be responsible for maintenance of the underlying data model and CMDB

Skills:

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Operations.Assurance of run & change platform services within ServiceNow, ensuring deliverables are delivered on time, to cost, to quality.
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Technical Direction. Provides technical direction on issues identified and assures technical changes required to remediate issues identified
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Vision and Strategy.Works with EA team to define the vision and develop roadmaps
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Agile. Ability to work with Agile software delivering in sprints to enhance velocity
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Analysis. Ability to investigate problems and opportunities in existing processes and contribute to recommending solutions to these.
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Continual service improvement. Ability to identify technology, service and process optimisation opportunities and lead the implementation of proposed solutions.
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Roadmaps. Ability to design and implement IT Roadmaps and production of high-quality documentation

Knowledge:

Knowledge of ServiceNow tables, workflow, and underlying data model
ServiceNow product management experience including managing teams, managed service providers and professional service organisations
Knowledge of IT Service Frameworks, methodologies, and best practice such as ITIL v4 and Agile
Knowledge of Agile ways of working

Experience

Experience of managing the operational delivery and development of ServiceNow, working with internal and external IT service teams to meet stakeholder/user needs.
Experience of leading a team through the full platform lifecycle, continuing to meet user needs by evolving the platform designs.

Thanks