Head of Service Management Tooling - London, United Kingdom - Informa Global Support

Informa Global Support

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Company Description

Informa is a leading international intelligence, events and scholarly research group.

We're here to champion the specialist.

Through hundreds of brands and a range of products and services, we connect businesses and professionals with the knowledge they need to learn more, know more and do more.

Informa is listed on London Stock Exchange and a member of FTSE 100, with over 10,000 colleagues working in more than 30 countries.

As the team behind the teams, Global Support colleagues provide shared, efficient business services and function-specific expertise to each of Informa's operating divisions, enabling our commercial teams to focus on their markets and customers.

Job Description:

This role reports to the Head of Service Management for Group Technology, part of the Global Support Division.

The Head of Service Management Tooling has responsibility for the day-to-day management of the ServiceNow platform and is the first point of contact for any escalations within the Informa user community.

The role is responsible for the ongoing operational management of the ServiceNow platform as well as driving the strategy and future development roadmap, ensuring that Informa leverage the platform to its best advantage for the delivery of the Global Support Strategy and roadmap.

This role will need to work closely with colleagues in IT Services and other areas of the business across all Divisions.

It is key that this role engages, establishes, and leads relationships with key stakeholders within the wider business community as well as collaborates with other Informa service partners which use the ServiceNow platform.

Primary responsibilities include:

Owning the ServiceNow platform with respect to operational requirements and the alignment of Divisional requirements
Establishing and maintaining strong working relationships with the business Divisions including Informa Technology, Connect, Intelligence, Markets and Taylor & Francis, operating as the first point of contact for the ITS ServiceNow Platform across the Group
Working with business function stakeholders, Group Technology, Service Operations and Service Integration & Governance teams to ensure business requirements are addressed, whilst ensuring the system architecture remains in line with Technical Strategy
Managing of the pipeline of Service Requests for configuration ,enhancement or development requests within the platform, working with the support / development partners involved and communicating directly with the requestors of the change on timescales and progress
Working with external service partners, where needed, to support the ongoing operating model or project deployments as appropriate, ensuring the support model for Informa colleagues is not impacted
Leading focus and stakeholder groups across the Informa Group Divisions to ensure close working relationships across the business
Owning and managing the ServiceNow product lifecycle and roadmap, including version upgrade planning and implementation
Working closely with development and support partners to ensure any updates and business requirements on the platform align to the ongoing support and architecture standards
Reporting progress to GT Management
Leading strategic meetings with ServiceNow and the Global Support Technical Architecture Team to ensure the alignment of roadmaps
Managing stakeholders within the business community across all Informa Divisions, globally
Owning and prioritising the pipeline of Service Requests for configuration, enhancement or development within the platform, working with the support/development partners and communicating directly with the requestors of the change
Working with third parties engaged in the ongoing support model, delivery of small enhancement and project deployments as appropriate, ensuring the support model for our colleagues is not impacted
Leading focus and stakeholder groups across the platform to ensure close working relationships across the business Divisions globally
Maintaining the ServiceNow Platform support model
Managing the ServiceNow product lifecycle and roadmap, including upgrade release planning and the development/distribution of release notes to user communities
Ensuring all updates and business initiated changes to the platform align to ongoing support and architecture standards
Working with the Group Operations Technology Software Asset Manager to ensure that license compliance exists, addressing any overuse issues as they are identified

Qualifications:

ServiceNow experience to a 'Super User' level gained from at least 5 years using/managing/supporting the Platform, to include:
ITSM, ITOM, ITBM, Discovery, SAM Pro, Integrations Hub, Performance Analytics
ITIL Service Management knowledge and qualification to at least Foundation level in version 3 or
Some people management experience this role has 1 direct report
Experience of managing a