Functional Manager - Service Now Team

Functional Manager -Service now

Manager - ServiceNow Team

Job Overview:

We are seeking an experienced Technology/Functional Manager to lead our ServiceNow development team. This role plays a pivotal role in driving the successful implementation, enhancement, and maintenance of our ServiceNow platform. The ideal candidate will possess a deep understanding of both technology and business processes, enabling them to align ServiceNow solutions with organisational goals effectively.

Key Responsibilities:

1. Leadership and Team Management:

- Lead and mentor a cross-functional team of ServiceNow developers, administrators, and business analysts.

- Foster a collaborative and innovative team culture, encouraging continuous learning and professional development.

- Set team goals, track progress, and ensure the team meets its objectives.

2. Strategic Planning and Execution:

- Develop and execute a strategic roadmap for the ServiceNow platform, aligning technology solutions with business objectives.

- Work closely with key stakeholders to understand business needs and translate them into actionable plans for the ServiceNow team.

3. ServiceNow Implementation and Enhancement:

- Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with industry best practices and organizational standards.

- Identify opportunities for platform enhancement and drive the adoption of new ServiceNow modules to meet evolving business requirements.

4. System Maintenance and Optimisation:

- Oversee routine system updates, patches, and upgrades to ensure the security and stability of service management applications.

- Troubleshoot and resolve complex technical issues related to the applications.

- Implement disaster recovery and backup strategies to protect critical data and services.

- Monitor system performance, analyse bottlenecks, and implement performance enhancements as needed.

- Ensure the availability and performance of service management applications, including incident, problem, change, and asset management tools.

5. Process Improvement:

- Collaborate with business process owners to identify areas for improvement and optimization within existing workflows.

- Implement and manage ITIL best practices, ensuring IT services are delivered efficiently and effectively.

- Identify opportunities for automation and process improvement to streamline service delivery.

6. Vendor Management:

- Manage relationships with ServiceNow vendors, ensuring the organization receives maximum value from the partnership.

- Stay abreast of ServiceNow platform updates and new features, evaluating their relevance to the organisation.

7. Security and Compliance:

- Implement and maintain security best practices to protect sensitive data and ensure compliance with industry regulations.

- Conduct regular security audits and risk assessments.

8. Quality Assurance:

- Establish and enforce quality assurance processes to ensure the reliability and performance of ServiceNow applications.

- Conduct regular reviews and audits to maintain a high standard of ServiceNow platform integrity.

9. Communication and Collaboration:

- Communicate effectively with technical and non-technical stakeholders, translating complex technical concepts into business-friendly language.

- Collaborate with other teams to ensure seamless integration of ServiceNow with other systems and applications.