ServiceNow Service Level Architect

IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG). We drive the technology behind some of the biggest and most successful brands in global aviation, including British Airways, Aer Lingus, and Iberia.

Brought together in 2019, we are a unique community with a shared vision to deliver Technology Excellence and be recognised as industry leaders in the use of technology.

Our mission is to delight customers, enable employees, accelerate business performance, protect our business and increase shareholder value, through the innovative and agile use of technology and data.

We use product-centric delivery teams using agile methods to implement new capabilities at pace and maximise business outcomes. With a relentless focus on improving system performance and stability, we continually strive to find new and better ways to innovate and support the Group.

Our Values

At IAG Tech we share common values to help us create the right culture to underpin our thriving community:

Innovation | we value identifying new ways of using technology to solve business challenges

Empowerment | we value giving people the freedom to operate, that they take accountability, and collaborate with colleagues

Professionalism | we value having and developing the right knowledge and competency to be able to do our jobs to the best of our ability

Transparency | we value honesty and integrity and always share the reality in a manner the business understands

Agility | we value responsiveness, speed and flexibility in everything we do

We celebrate when we see great examples of our values in action and challenge each other when we see these values being ignored.

Own the Service Level Management architecture within Now Platform.

You will also

Provide technical thought leadership on how realise value from the implementation of Service Level Management within the Now Platform

Responsible for the design and delivery of Service Level Management within the NOW Platform

Provide technical evaluation of demands against the IAG NOW service for Service Level Management

Identify & assure all technical solutions will realise the intended business outcomes

Evangelise & educate on how the NOW platform can be leveraged and optimized for Service Level Management

Act as the “go to” SME for all functional and technical aspects of Service Level Management within the IAG NOW Platform

Identify opportunities for technical and functional capabilities in the toolkit to add competitive and operational advantage and drive best practice use

Own the technical and functional design and delivery of Service Level Management ensuring alignment to the relevant Reference Architectures, IAG NOW platform architecture, relevant policies and best practices

Responsible for ensuring the implementation of Service Level Management within the NOW platform enables all aspects of IT service delivery to be measured and reported on; Vendor Performance including Contractual Commitments, SLAs and OLAs for process lines and Service Commitments for Service Offerings

Identify opportunities to evolve Service Level Management from IT Metrics to Business KPIs to ensure service performance is meaningful to our business over time

Responsible for the effectiveness of Service Level Management within the platform ensuring data reported is accurate and Insights can easily be gained from the data points and measurements implemented

Engage with relevant teams and projects to ensure the delivery of required Service Level Management functionality within project timeframes

Identifying and approving all requirements, use cases, user stories, etc. to support new or improving Service Level Management functionality

Act as a coach to improve understanding of the Service Level Management capabilities of the platform and how to use; with the aim that all relevant service owners, process owners & process operators perform their roles leveraging the platform

To be successful you will need

Educated to degree level or equivalent experience

Service Now Certified Senior Developer

ITIL V4 Foundation

Proven track record with ServiceNow and able to demonstrate an expert level of technical and functional knowledge of Service Level management within the Now Platform across the ITSM, ITAM, ITOM Product Lines

Proven track record of implementation of Service Level Management within the NOW platform enables all aspects of IT service delivery to be measured and reported on; Vendor Performance including Contractual Commitments, SLAs and OLAs for process lines and Service Commitments for Service Offerings

Experience in an enterprise environment with multiple integration points

Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers

Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation

Experience of operating across multiple countries and cultures is desirable, but not essential

Excellent communication skills with a capacity to present, discuss and disseminate technical concepts in a business language to multiple audiences

Deep understanding of service value for customers and driving continuous improvement through automation.

Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation

Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues

Demonstrates a passion for and commitment to continuous personal professional development

Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation

Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues

Demonstrates a passion for and commitment to continuous personal professional development

Initiates and manages change to help shape the future direction

Demonstrates exceptional technical expertise of the NOW Platform

The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry, working in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension, and performance bonuses

Diversity and Inclusion

IAG Tech is part of the IAG GBS organisation, and our people are at the heart of everything we do. We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals. Together we strive to become the very best at what we do.

We focus on making Tech a great place to work, with a community that we feel proud to belong to. To help make this a reality, our people strategy focuses on six key domains: Engagement, Talent Management, Reward and Recognition, Performance Management, Learning and Development and Culture.

We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy – everyone should feel part of our team. We want to foster an inclusive workplace, celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions, regardless of their personal circumstances or background.

As a Group, IAG has an ambition that 40% of senior management roles are held by women by 2025. IAG Tech fully supports that ambition, and we are working to help make it a reality. With this in mind, we have set ourselves the challenging target of recruiting 50% female colleagues by 2030.