Servicenow Lead Platform Manager

2 weeks ago

London, United Kingdom Allen Lane Full time

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 day-to-day 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 customer-centric 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**:

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

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