Platform Services Lead

3 weeks ago


Worcester, United Kingdom Pescado Full time

**Description**:
**Job Title**: Platform Services Lead

**Location**: Worcester or Liverpool (Hybrid)

**Salary**: £45,000 - £55,000

**Contract type**: Permanent

**About the role**

We have a newly created role for a Platform Services Lead to join us in either our Worcester or Liverpool office on a hybrid basis.

This position is accountable for the governance and management of Internal Service Management platforms in use across Arrow Business Communications ensuring that the platforms remain fit for use and fit for purpose.

The Platform Service lead will assume the role of Service owner, initially for the ServiceNow platform, ensuring that the platform and use thereof aligns with the Arrow IT Service Management policy and process, and that requirements for enhancement are identified, rationalized, progress and delivered

For this role you will need a detailed understanding of Service Management disciplines and associated toolsets with a focus on maturing and streamlining IT Service Management processes using ServiceNow.

You will be required to build strong and effective relationships with, business leaders throughout the organisation, managing any demand that arises as a result., formulating requirements into user stories, and taking responsibility for delivery of Change activity

You will manage multiple 3rd party relationships, and to maintain a close and active working relationship with their peers whilst managing the conflicting demands of a range of stakeholders.

**What you’ll do**
- Be operationally responsible for the maintenance of the Arrow Business Communications ServiceNow platform. This includes ownership of any Incident, Request, Change related to Arrows use of ServiceNow ensuring that agreed service levels, security requirements and other quality standards are met.
- Ensure Arrow Internal platforms are utilised in line with Arrow IT Service Management policy and process ensuring user communication and education is delivered to facilitate this
- Collate, prioritise and progress business requirements for the ongoing developments of internal platforms, which includes managing the Agile delivery process associated to these changes
- Monitor the performance of Internal platform services and provides appropriate status and other reports to stakeholders.
- Provide product information, including platform capabilities, modules and integrations.
- Provide support and guidance to all platform users (where applicable)
- To be accountable for ensuring Internal platforms and services remain responsive to customer needs
- Be accountable for ensuring the service catalogue and wider IT service operations knowledge library is maintained
- Provide adequate reporting and ensure service standards are met for their specific service
- Ensure all platform change is communicated and managed, with appropriate governance
- Develop and maintain the underlying common services data model (CSDM) and CMDB



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