Manager, Global Service Management Platform
Description
Do you want to work to make Power for Good?
We're the world's largest independent renewable energy company. We're driven by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy. We know that achieving our ambitions would be impossible without our people. Because we're tackling some of the world's toughest problems, we need the very best people to help us. They're our most important asset so that's why we continually invest in them.
RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at. We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally.
Our competitive package offers rewards and benefits including pension schemes, flexible working, and top-down emphasis on better work-life balance. We also offer private healthcare, discounted green travel, 25 days holiday with options to buy/sell days, enhanced family leave and four volunteering days per year so you can make a difference somewhere else.
The position
The successful candidate will be responsible for the day-today operation and continuous improvement of RES’s ServiceNow platform, which is used across the global organisation. They will lead an international team of ServiceNow administrators and developers, as well as manage business partners and stakeholders to deliver an optimal user-experience and business value. This role will require excellent communication and technical skills to streamline processes, troubleshoot system issues, and provide training and support to users.
The successful candidate will provide technical expertise and perform and oversee development activities in the delivery of a range of high-impact technology projects across the RES value streams; development, construction, and services, and RES supporting functions such as Human Resources, Technical, Engineering and Finance.
RES operates in a rapidly evolving sector that requires innovation and agility to adapt. The successful candidate will play a key role by delivering innovative solutions to business challenges, as well as working with stakeholders to facilitate results across functions and markets.
Organisational Context
Reporting into the Group IT function, the successful candidate will lead an international team of ServiceNow administrators and developers. They will work closely with colleagues and stakeholders across multiple geographies, taking on a lead technical role within projects to deliver RES’s business objectives.
Key Accountabilities
- Support and guide the continued development of RES’s ServiceNow platform, providing technical insight and due diligence throughout the development cycles.
- Oversee the day-to-day operation of the platform. Monitor the system health and develop new metrics to optimise system reliability and ensure data integrity. Maintain SLA’s & monitor SLA workflows.
- Perform technical administrative tasks on the platform, including system configuration, user access management, integration configuration & management with other systems, workflow administration, report setup, data imports, LDAP integration, custom scripting, building service catalogue forms & workflows.
- Own the roadmap and governance framework for the platform. Work with business stakeholders to gather requirements and prioritise enhancement proposals. Present proposals to the platform steering committee and guide them in their decision making.
- Serve as the product owner for the platform, responsible for defining its vision and strategy, prioritising development tasks, managing iterations, collaborating with stakeholders, and mitigating risks.
- Work closely with cross-functional business units that use ServiceNow to deliver services within RES and help them achieve optimal and best practice use of the platform. Engage stakeholders & business units who are interested in adopting the platform and identify opportunities to leverage optimal value from the system and for RES.
- Lead development projects – collaborate with project sponsors and business units to gather requirements, develop business cases, plan the project delivery (e.g. agree timescales & milestones), define acceptance criteria and tasks for the development team, and be accountable for the successful delivery of the project.
- Provide technical expertise to guide & support the platform administrators and developers.
- Support & guide the business owners for the platform – provide best practice guidance and training (e.g. train the trainer or end-user training) to ensure teams are using the platform efficiently.
- Ensure data integrity & security across the platform. Ensure relevant controls are in place to manage data privacy in alignment with local laws and legislation (e.g. GDPR, CCPA).
- Compliance and Governance: Stay informed about relevant with applicable laws and regulations, and coordinate with legal and compliance teams to ensure compliance with data privacy and security regulations (e.g., GDPR, CCPA), and maintain documentation of processes and procedures.
- Provide reporting & system metrics for key stakeholders and business owners.
- Manage & prioritise the day-to-day operational support activities: prioritising incidents and requests; escalating tasks between stakeholders & teams; facilitating the efficient resolution of business-impacting requests & issues; provide guidance for the curation & management of the knowledge bases.
- Vendor management - Liaise with ServiceNow support and other relevant vendors to escalate and resolve system-related issues, manage upgrades or system enhancements, and stay up to date with new features or releases. Assess new releases and provide direction on adopting new features as appropriate. Supervise vendor in completing deliverables and enhancements. Act as a subject matter expert for ServiceNow recommendations.
- Demonstrate leadership – manage a team developers and administrators. Foster an inclusive workspace & build trust. Develop employees by challenging them to stretch their knowledge and capabilities.
- Manages the development, installation, testing, and modification of ServiceNow modules and integrations.
- Assess organizational needs and current configuration and offerings and makes recommendations for improvements or new offerings. Anticipate future needs and ensure solutions are in place to meet the organisation's needs.
Knowledge you will need
- In-depth knowledge of the ServiceNow platform and it’s capabilities
- Familiar with common business processes and operating models that are used by core business functions (e.g. HR, Finance, Legal, IT, etc.).
- Knowledge and experience using the Azure platform (incl. Azure Active Directory)
- Knowledgeable of the ITIL framework and best practices and IT Service Management processes.
- Able to write code or scripting (e.g. JavaScript).
- Knowledgeable of common integration methods & technologies (e.g. RESTful API’s, SOAP, Integration Hub).
- Good understanding of common project delivery and software development frameworks (e.g. PMP, PRINCE2, DevOps, scrum, agile, waterfall), with hands-on experience working within some of these.
Skills you will have
- Time management skills and the ability to balance priorities.
- Excellent verbal and written communication skills, including English Language skills at minimum CEFR C1 (C2 preferred) Risk & Issue Management.
- Ability to communicate complex issues to non-specialists.
- Analytical, with attention to detail.
- Strong problem-solving skills, with the ability to troubleshoot system issues and implement solutions.
- Team player and adaptable in work tasks.
- Able to come up with creative solutions using existing or new ideas in an innovative way.
- Training and supporting end users and super users.
- Leadership, coaching and/or mentoring skills.
- Demonstrated ability to take the initiative and operate proactively.
Experience you have
- More than 3 years’ hands-on experience administering and managing ServiceNow.
- Demonstrated experience in directly working with and supporting Human Resources, Information Technology, or a closely related field.
- Experience with system integrations, API management, and data migration is desirable.
- Team leader, SME, or similar role within an IT service operations team (direct line management experience desired)
- Demonstrated ability to operate successfully to tight timescales.
- Experience in an IT project delivery environment and can provide insight how to improve processes.
- Experience of supporting complex systems (desired)
- Projects based businesses
Qualifications you hold
- Relevant ServiceNow certifications (incl. CSA)
- ITIL® v3 or v4 Foundation Certificate in IT Service Management
- Relevant degree or demonstrable on-the-job learning in lieu of this.
At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.
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