GTIL Manager of IT Service Management

Grant Thornton International Ltd (GTIL) is the umbrella legal entity for the Grant Thornton global network of member firms. GTIL sets the strategic direction, convenes member firms, connects global communities, and protects the brand and reputation of the network. GTIL and the member firms will continually improve the sustainability of their operations and strive to make a positive impact on clients, people, markets, and the communities in which we operate, in line with the UN’s Sustainable Development Goals (SDGs).

About the role

Overall role purpose

In our Go Beyond network strategy 2025 our vision is to become ‘the most valued network in the profession’.
 
The Manager of Service Management, in collaboration with the Portfolio Owners and the Architecture Team, will drive strategy for how ServiceNow is used to address critical business priorities and effectively leveraging our investment in ServiceNow.

The role of the Manager of Service Management is integral to the Go Beyond strategy for 2025. By prioritizing service excellence, enabling diverse initiatives, driving strategic alignment, and ensuring governance and integrity, this role plays a crucial part in realizing the vision of becoming the most valued network in the profession.

Main responsibilities

• Manage the ServiceNow Platform by providing strategic direction and tactical prioritization, balancing the needs of the platform and the needs of the business for new capabilities.
• Collaborate with Service Owners and the business elements they support to identify where to leverage ServiceNow capabilities to meet business needs and then to prioritize the delivery and sequence of ServiceNow initiatives.
• Provide subject matter knowledge to the ServiceNow application and ability to implement modules and other third-party integrations and applications used within the environment to ServiceNow. 
• Transform business needs from the customer to tangible items within ServiceNow, from using modules available to the platform or creating new modules and direct and help complete detailed documentation for workflows and services implemented within ServiceNow.
• Enforce technical governance and compliance processes for the teams.
• Assist our Architects in the technical evaluation of demands for new applications and changes to existing applications, translating demands into an architectural blueprint.
• Maintain standards & principles and support the relevant governance frameworks.
• Provide technical leadership and guidance to a team of ServiceNow administrators, developers, and analysts.
• Monitor and analyze ServiceNow performance metrics, identify areas for optimization, and implement improvements to enhance system reliability and user satisfaction.
• Lead ServiceNow upgrade and patch management activities, ensuring minimal disruption to services and adherence to best practices.
• Stay up to date with the latest ServiceNow features, functionality, and industry trends, and recommend innovations that can drive continuous improvement.
• Strong knowledge of IT Service Management principles and best practices, with hands-on experience in designing and implementing ITIL-based processes using ServiceNow.
• In-depth understanding of ServiceNow modules and functionalities ITSM (Incident Management, Problem Management, Change Management, Service Catalogue, and Service Level Management).

Person specification

 

• Continuous learning mindset, staying updated with the latest ServiceNow releases and industry trends.
• Strong communication and interpersonal skills with excellent presentation skills and the ability to design and execute detailed design workshops relevant to customer requirements. 
• Knowledge of overall project lifecycle methodology and discipline
• Excellent analytical and communication skills; demonstrated ability to communicate at both the technical and executive levels.
• Ability to work with large, distributed teams with diverse competencies, skills, and abilities.
• Ability to work under pressure.
• Ability to Liaises with platform and other third-party vendors.

Experience – Essential

• 5-10 years of proven experience as a ServiceNow leader, including successful implementation and optimization of the ServiceNow platform in large-scale enterprise environments.
• Experience leading delivery of agile-based projects or portions of projects to meet defined requirements.
•  competencies, skills, and abilities.
• Experienced with ITIL practices; promotes ITIL practices.
• Experienced with Agile practices; promotes Agile practices.
• Participates in policy compliance audits.