ServiceNow Service Operations Manager at KPMG, London, 3 Months, £Contract Rate

up to 6 Months

Contract Description

3h ago

Role Title Service Ops Lead – ServiceNow platform

Contract Length:  3 months 
Engagement Type:  Umbrella or PAYE
Location:  London

 

(ALL KPMG UK CONTRACTORS MUST RESIDE AND HAVE PROOF OF RIGHTS TO WORK IN THE UK) 

 

The Role:

  • Co-lead a globally distributed team of Developers and support analysts to ensure a high-performing team that consistently and iteratively delivers high-impact, high-quality solutions
  • Collaborate with key business partners to understand business vision, estimate requirements and provide tailored, complete solutions that fit the needs by using technology that best fits the solution in a way that is operationally resilient, stable and sustainable
  • Drive the technical direction of the platform ensuring we have the right solutions to enable the business to work efficiently, accurately and are able to cope with the fast-moving industry and regulatory changes
  • Drive features and functional enhancements within the platform that can support the improvement in value, revenue, profitability and user satisfaction
  • Works with the product management and the business to ensure backlog management and prioritization is occurring and raising issues with backlog management teams
  • Works with the Product Owner to agree on prioritization and feasibility of features
  • Engages with Architecture team for major changes and adjustments to platform blueprint
  • Accountable for technology decisions and direction in alignment with Architecture
  • Advocate and advance modern, agile software development practices and help develop and promote great engineering culture
  • Works with stakeholders on the Management of all Platform services within the IT portfolio including the roadmap, all end to end service management activities and ensuring that all platform services meet their purpose, deliver in accordance with Service Level Agreements and are maintained in line with evolving business requirements
  • Work alongside the Delivery Manager to lead the day-to-day operations, monitoring and maintenance of the platform to ensure reliable, predictable and efficient service
  • Proactively monitor production performance to help guide future development and opportunities, ensuring the platform is scalable and resilient for peak demands
  • Accountable for ensuring platform documentation and knowledge articles are maintain and up to date
  • Improve existing services ensuring that new services are developed and implemented in alignment with cross IT Platform ways of working and business requirements
  • Owns platform quality and risk management
  • Owns platform and service performance, health, scorecards and reporting
  • Represents the platform to senior leadership

 

Essential Skills & Experience:

  • Degree level education in Information Technology or similar (or equivalent experience)
  • Significant experience in service management & IT Support with global teams, delivering and supporting solutions
  • Experience working in a globally distributed team leading 20+ team members including managers
  • Hands on ServiceNow development experience and Solution and Service Delivery.
  • Understanding of software engineering processes, with experience in the design and implementation of applications build, release, deployment, and configuration control management
  • Experience running or working in an elevated role within platforms
  • Technically competent and curious with a passion to explore, iterate, fail, and learn
  • Previously experience as a ServiceNow Developer or platform owner at a senior level, having developed a team of high performing software engineers responsible for multiple products, particularly a portfolio environment
  • Experience of working in agile teams using SCRUM and SAFe methodologies
  • Experience with Monitoring tools
  • Customer satisfaction focus with success measured by how well your team is delivering against requirements
  • Know what good looks like and how to get there for a high-performing platform team
  • Confident leading a platform on best practices in technology or key architectural concepts
  • Understand the importance of sustainability and are comfortable to have trade off conversations around technical debt
  • Highly skilled in modern platforms culture and practices with validated experience of Cloud based environments
  • Ability to interpret & communicate technical information into business language for partner relationship management
  • Deep understanding of the ServiceNow platform across majority of modules
  • Understanding of the SN CSDM and its implementation
  • Certified in Servicenow
  • Good understanding of emerging and cutting-edge technology such as Ai, Now assist AiOps