ServiceNow IT Asset Management (ITAM) / ServiceNow Platform Operations / IT Service Management (ITSM) Operations Manager

 

Join us as an IT Asset Catalog Operations Manager  where you will collaborate with technology teams to optimise and improve the IT service management processes involved in the delivery and support of technology services to meet the needs of the bank. 

 

To be successful as an IT Asset Catalog Operations Manager, you should have:

• Experience and knowledge of ServiceNow ITAM modules, including SAM, HAM, Discovery, and Enterprise Architecture (EA) Workspace.

• Experience with ServiceNow Asset Management and Service Catalog administration, Request Fulfilment, and an understanding of CMDB architecture, CI lifecycle management, and relationship mapping.

• Experience managing end-to-end service operations across software and hardware product lifecycles.

• Experience in ServiceNow operational governance, leveraging data-driven automation to improve and maintain data quality, process ownership, and continuous process improvement.

 

Other highly valued skills include:

• Experience developing and maintaining Performance Analytics dashboards, reports, indicators, and breakdowns within ServiceNow.

• Understanding of technical debt associated with unauthorised software and hardware, with experience owning and managing detective and preventive controls, risk indicators, and internal and external audits.

• Experience with enterprise architecture governance and operating principles.

• Knowledge of modern technology packaging and deployment methods.

 

This role will be based in Knutsford.

Purpose of the role

To collaborate with technology teams to optimise and improve the IT service management processes involved in the delivery and support of technology services to meet the needs of the bank. 

 

Accountabilities

• Development, implementation and maintenance of IT service processes, activities, delivery, and staff for a large IT function, aligned to the banks objectives, industry standards and best practice.
• Communication of all process changes and improvements to relevant stakeholders, ensuring buy-in and adherence, through the development of reports and performance metrics, to support the decision-making process.
• Development of KPIs and analysis of data from various sources to enhance the effectiveness and efficiency of the current delivery processes and support the identification of improvement areas within the IT service delivery processes.
• Collaboration with the bank to assess their needs and the technology team to understand their capabilities to provide an efficient and effective service delivery processes aligned with banks goals and regulatory requirements.
• Development of detailed documentation of IT service management processes to support the consistency and repeatability of service delivery.
• Provision of training and education to IT staff and stakeholders on new or revised IT service management processes and best practices.
• Identification and management of risk and control issues pertaining to the Technology Standards and processes.

 

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.