Service Tooling Lead

Job DescriptionService Tooling LeadDerby UK Derby/HybridWhat you will be doing:We have an exciting opportunity for a Service Tooling Lead to join our team you will be responsible for managing and optimising the IT Service Management (ITSM) tooling landscape primarily focussing on ServiceNow and other key service management solutions and integrations such as NexThink SNOW and Alphabet. This role ensures the effective operation continual development and strategic alignment of service tooling with the Companys IT strategy.The role will work closely with Managed Service Providers (MSPs) business functions and senior stakeholders to drive improvements automation and consolidation of IT Solutions enhancing end user experience and service efficiency.Responsibilities:Service Management and ITSM Tooling ManagementOversee the BAU (Business-as-usual) management of all ServiceNow tickets ensuring smooth and efficient and timely resolution.Drive the continual development of ServiceNow in partnership with the MSP identifying and implementing improvements.Work closely with ServiceNow and internal teams to exploit advanced capabilities in alignment with the IT StrategyEnsure the enterprise self-service portal is continuously enhanced to improve user adoption and efficiency.Vendor & MSP ManagementLead service reviews with MSPs to optimise service quality ensure contractual alignment and drive continuous improvement.Identify opportunities for service enhancements automation and cost optimisation in tooling contractsTooling Strategy and TransformationDevelop and lead the tooling strategy and roadmap integrating solutions such as Nexthink SNOW and other ITSM tools.Champion the rationalisation and consolidation of IT Tools across the organisation ensuring an optimised and cost-effective tooling landscape.Identify and drive automation initiatives to improve service efficiency and transform IT OperationsEnsure service Tooling solutions align with broader IT Transformation goals and business needs.Stakeholder Management and GovernanceEngage with senior stakeholders to secure buy in and funding for service tooling improvementsEnsure ITSM tools deliver measurable ROI through effective discovery planning implementation and continuous improvement.Lead cross functional collaboration to align solutions with evolving business and service management requirementsWhy Rolls-RoyceWork with us and well welcome you into a culture of caring and belonging where you can be yourself. We will listen first embrace feedback and act with integrity. We will invest in your continuous learning and development and make sure you have access to a wide breadth and depth of opportunities to grow your career and make a difference.We offer excellent development a competitive salary and exceptional benefits. These include bonus employee support assistance and employee discounts.Hybrid working is a way in which our people can balance their time between the office home or another remote location. Its a locally managed and flexed informal discretionary arrangement. As a minimum were all expected to attend the workplace for collaboration and other specific reasons on average three days per week. Discover more on our GBS Service Portal about hybrid working. Who were looking for:Being a part of Rolls-Royce youll know we put safety first do the right thing keep it simple and make a difference. These principles form our behaviours. They are an essential component of our assessment process and are fundamental qualities that we seek for all roles.Proven Experience in managing ITSM tools particularly ServiceNow in a complex organisation.Proven experience in developing a mature CMDBStrong background in IT Service Management tooling transformation and process automationExperience working with managing MSPs driving performance improvements and ensuring SLA adherence.Knowledge of service analytics self-service portals and automation technologies.Strong Stakeholder management skills particularly at senior leadership levels with the ability to influence and drive change.Experience in leading service tooling projects from design to delivery testing and demonstrating ROI.Understanding of IT Strategy alignment governance and best practices in service managementJoin us & help Rolls-Royce to become a high-performing competitive resilient business.Please be aware that the priority will be given to employees identified as being at high risk.The professional level and salary of the position will be dependent on the skills and experience of the successful candidate but is anticipated to be Level C.This job is advertised at the grades shown and this is the desired operating level for this role. We encourage applications from candidates with relevant experience from any grade.It is advised that you inform your current manager of your application for this role.We are an equal opportunities employer. Were committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have the more successful well be. By building a culture of respect and appreciation we give everyone who works here the opportunity to realise their full potential.You can learn more about our global Inclusion strategy here.Grade: Level CClosing Date: 03/10/2025Recruiter: Job CategoryInformation TechnologyPosting Date25 Sept 2025; 00:09Posting End Date03 Oct 2025 Key Skills Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture Employment Type : Full-Time Experience: years Vacancy: 1