Servicenow Service Level Architect
6 months ago
**Company Description**
About IAG Tech
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
**Qualifications**
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 su
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