Senior Manager, NSE ServiceNow Services Lead, IT Business Services, Central Business Services

Basic information

Location

Birmingham, Cardiff, Edinburgh, Leeds, Liverpool, Manchester, Newcastle, Nottingham, Reading, Southampton

Service line

Enabling Functions

Date published

25-Jun-#####

Req #

16042


Job description
Connect to your IndustryThis is an opportunity to be at the heart of transforming our business.  Deloitte has made an industry leading commitment to transform the way we run our business and support our client facing practitioners, using ServiceNow as our “digital backbone”.Connect to your career at DeloitteDeloitte drives progress. Using our vast range of expertise, that covers audit, risk advisory, and consulting services across tax, legal, business, technology and corporate finance, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more. What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.Connect to your opportunity This role is responsible for ensuring customer needs are met optimally through appropriate use of ServiceNow capabilities.  The successful candidate will have prior experience in driving ServiceNow Service requirements, design, management and demonstrate the ability to effectively manage senior stakeholders across multiple geographies​.Key responsibilities:Define / Approve the requirements for NSE ServiceNow Services provided for the NSE Geos, both functional and operational (capacity, security, availability, etc.).Agree and approve Service level targets for the NSE ServiceNow Services provided for the NSE Geos.Have overall accountability for the delivery of the NSE ServiceNow Services and is responsible for ensuring the NSE ServiceNow Services meet all underpinning IT Service Management and resilience requirements on an ongoing basis, including appropriate involvement in the following:Representing the NSE ServiceNow Services during major incidents and participation in relevant Incident Management review meetingsRepresenting the NSE ServiceNow Services within Change Management Process activities including attendance at relevant CAB meetings and Post Change Implementation review meetingsEnsuring that Annual and Project Based quality testing requirements are met (resilience, performance, load, code scanning, etc.)Twice yearly review of NSE ServiceNow Services documentation to include Recovery Plans, SLAs, OLA's, Architectural diagrams, CMDB entries and Knowledge contentOngoing review of NSE ServiceNow Services Tier allocation criteria and associated Tier requirementsDuring project activity, agreeing resilience requirement negotiations and ensuring that associated architectural designs, NSE ServiceNow Services documentation and CMDB updates are undertaken and ensuring the NSE ServiceNow Services meets all compliance requirements (both internal and external to Deloitte)Participation in demand, availability, and capacity management activitiesParticipation in negotiation of SLAs and OLAs relating to the NSE ServiceNow ServicesParticipation in proactive review of NSE ServiceNow Services delivery against service levels within SLA's/OLA's and where required, ensuring ongoing corrective actions are takenParticipation in the Project Lifecycle, Transition Readiness and Service Transition processes to ensure all NSE ServiceNow Services infrastructure and software releases meet requirements for deployment and have appropriate Early Life SupportOwnership, management, and escalation, as required, of project based and ongoing BAU risks and issues related to the effective and efficient delivery of the NSE ServiceNow ServicesParticipation in Problem Management activities and ownership of Problem records to closure for the NSE ServiceNow ServicesEnsuring that the NSE ServiceNow Services conform to the Deloitte TOM (Target Operating Model) policies, standards, and associated control requirements throughout its lifecycleEnsuring the NSE ServiceNow Services conform to all external compliance requirements, including those from regulatory bodies, and to any applicable client specific agreementsEnsuring the NSE ServiceNow Services meets controls outlined within the Deloitte Global Cybersecurity standardsLiaison with the appointed BRM and Business Owner of the NSE ServiceNow Services to understand current and future business requirementsProactive identification of required improvements to the NSE ServiceNow Services, working with the CSI Manager to review and prioritise theseTake responsibility for the outcomes and the value proposition created by business use of the provided NSE ServiceNow Services.Ensure, where required, NSE Geo business involvement throughout the lifecycle of the services including business representation in, but not limited to:Ongoing demand management and capacity planningProblem ManagementIncident ManagementResilience ExercisesChange PlanningFuture change requirementsBudget ApprovalUser Acceptance TestingCriticality Tier AssessmentsService Reviews including regular review of agreed targetsService Improvement PlansWill be accountable and be responsible for ensuring the appropriate ITS representatives participate in all activities listed previously.Collaborate with teams including CoE, Enterprise, Platform and Solution Architecture, Agile Delivery Managers, Development lead, Quality Assurance lead, user Experience design lead, Infosec, Data Privacy and other subject matter experts to resolve requirement issues.Work closely with Business Product Owners and the Platform and Solution Architects to support triaging of demand according to business value, Support demand lifecycle activity.Provide oversight to, coach, and develop other NSE Geo ServiceNow Service OwnersCollaborate with CoE EMEA instance lead, CoE O&M lead and CoE platform architect to minimise disruption during cloning and upgrade activities to maximise the functionality available to NSE in each upgrade.Identify opportunities to improve efficiency of NSE ServiceNow Services and drive the implementation of these improvements.Foster a culture of inclusivity, collaboration, and innovation within the NSE ServiceNow Services capability of the team.To be part of and to proactively contribute to the NSE ServiceNow Product leadership team.Connect to your skills and professional experienceYou are great at delving into the details, as well as being able to think about the bigger picture and confidently discuss creative ideas, technology, and user experience with business leaders.Essentials:Excellent management and facilitation skills.Good knowledge of the ServiceNow product architecture.Good knowledge of policies and regulations applicable to the organization, product, and services.Good knowledge of the organization’s management practices.Good knowledge of the provider organization and its operating model, structure, and strategy.Good knowledge of the technologies used in the product.Good knowledge of the technology and business context of the product and the organization.Good leadership skills.Good understanding of emerging technologies and the ability to balance innovation with customers’ requirements and compliance requirements.Good understanding of service consumers’ organizations, needs, and contexts.Good written and verbal communication skills.Extensive experience of ServiceNow, either at a consultancy or in industry.Extensive experience of gathering requirements, using approaches such as Joint Application Design (JAD) sessions and capturing customer/end user feedback.Experience working with agile development methodologies (e.g., Scrum/Kanban) and within agile delivery teams.Ability to work in a fast-paced environment with rapidly changing priorities on multiple workstreams and initiatives.Understanding of the ITIL framework and how it aligns with and complements other frameworks such as Agile or delivery approaches.Exceptional verbal and written communication skills and ability to engage effectively at all levels of the organisation, to both technical and non-technical audiences.Desirable:Industry certifications that include one of more of the following: Certified Business Analyst (ECBA), Scaled Agile (e.g., Leading SAFe 5.0), ITIL v4 Foundation, ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), etc. or equivalent. Experience of leading geographically dispersed teams, recognising importance of understanding cultural differences in building a one team approach.Connect to your business - Enabling FunctionsCollaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you’ll make a far-reaching impact. Come join us.Personal independenceRegulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.Connect with your colleagues “What we have achieved by using ServiceNow is nothing short of incredible and I am hugely excited by what is still to come.  We have an amazing opportunity to improve and support our practitioners and colleagues experience by working collaboratively as one team.” - Anita Sanderman, Head of HR Services, a key stakeholder for this role“The great thing about working as part of the NSE ServiceNow team is opportunity to be part of focussed, supportive, diverse, and well organised team. The team have clear goals and plan so that each squad within NSE ServiceNow team is focussed on delivering quality product. The team is incredibly supportive and always happy to assist each other. Team members are diverse which bring creativity and a broad range of ideas to the table. The team is well organised so that each member of the team is getting the work done efficiently. Not to forget the team is fun loving which leads to relaxed environment.”  - Rob York, Director NSE ServiceNow Product OwnerOur hybrid working policy You’ll be based in UK Wide (except for London) with hybrid working. Our hybrid model enables our people to collaborate, connect and innovate in both a virtual and physical capacity. As well as remote working, you’ll attend your local office, virtual collaboration spaces and client sites, depending on the requirements of the role.  That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.Our commitment to you Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before. We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.Connect to your next step A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careersWPFULL SLICSS LOCOFFICE