Head of ServiceNow Products and Services · London, United Kingdom ·

As the Head of ServiceNow at Advania, you will lead the strategy, development, and management of our ServiceNow platform to support our MSP business and clients. You will lead a team of 8-10 ServiceNow specialists, balancing the demands of external clients and internal teams and projects that use our domain-separated platform as the underpinning enabler for our support and managed services.

You'll collaborate with the Managed Services Product Director, Client Success & Delivery Director, and peers within Products & Services. You'll join at an exciting point in Advania UK's growth, with ServiceNow becoming pivotal to our success as a Managed Services Provider with key investments enabling our teams and clients to maximise the platform.

Your responsibilities will include:

• Developing and maintaining a comprehensive roadmap for the ServiceNow platform, ensuring alignment with organisational goals and client requirements.
• Directing and overseeing project initiatives focused on the development and optimisation of the ServiceNow platform.
• Diverging platform evolution by identifying opportunities for enhancements and implementing new features that support our MSP services.
• Serving as the primary point of contact for clients regarding all ServiceNow-related inquiries, ensuring effective communication and engagement.
• Fostering strong client relationships by delivering exceptional service and addressing client needs promptly and effectively.
• Handling escalations efficiently, providing timely solutions to client issues and maintaining high levels of client satisfaction.
• Leading, mentoring, and developing a team of ServiceNow professionals, fostering a collaborative and high-performance work environment.
• Implementing personal development plans for team members to enhance their skills and expertise in ServiceNow.
• Ensuring effective line management practices are in place, including performance evaluations, feedback, and career development support.
• Continuously developing and refining our ServiceNow proposition to meet changing market demands and client expectations.
• Driving the integration of new features such as structured request catalogues and AI-driven solutions like Virtual Agent into our service offerings.
• Ensuring that our ServiceNow proposition remains competitive by staying informed about industry trends and best practices.
• Managing and prioritising incoming demand for ServiceNow services from various stakeholders, ensuring efficient resource allocation.
• Coordinating project timelines and deliverables to meet client expectations and organisational objectives.
• Maintaining clear and consistent communication with stakeholders regarding project status, priorities, and resource availability.
• Maintaining a thorough understanding of the ServiceNow platform, keeping up to date with its latest capabilities, features, and limitations.
• Identifying opportunities for continuous improvement and innovation within the platform to deliver enhanced services to clients.
• Promoting the adoption of best practices in ServiceNow development and administration within the team.
• Aligning the Managed Services strategy with the capabilities and enhancements of the ServiceNow platform to ensure seamless service delivery.
• Ensuring that our Managed Services offerings remain state-of-the-art by leveraging the latest advancements in the ServiceNow platform.
• Driving initiatives that enhance our competitive edge in the market through strategic use of ServiceNow.

The ideal candidate will have expertise in a service management framework such as ITIL, proven experience in managing and developing a ServiceNow platform, ideally within an MSP environment, deep understanding of the Now platform's architecture, workflows, applications, and scripting capabilities and support a drive to keep aligned to out-of-the-box functionality.

Absolutely essential qualifications and experience include:

• Expertise in a service management framework such as ITIL
• Proven experience in managing and developing a ServiceNow platform, ideally within an MSP environment.
• Deep understanding of the Now platform's architecture, workflows, applications, and scripting capabilities and support a drive to keep aligned to out-of-the-box functionality.
• Expertise in ServiceNow CSM and ITSM and core platform concepts: including case, request and incident/change/problem management, portals, knowledge management, service level management, CMDB, CSDM
• Experience in delivering value using Agile methodology
• Business acumen: Ability to understand business needs and translate them into ServiceNow solutions.
• Leadership Skills: Strong leadership skills with a demonstrated ability to lead and mentor a team effectively.
• Client Engagement: Excellent client engagement skills with a history of delivering high levels of client satisfaction.

Desirable criteria include:

• Experience of ServiceNow Virtual Agent
• Experience of ServiceNow Now Assist