Job Description

Head of ServiceNow
About Us:
We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Position Overview:
As the Head of ServiceNow at Advania, you will play a critical role in driving the strategy, development, and management of our ServiceNow platform to ensure it supports our MSP business and clients effectively. Leading a team of 8-10 ServiceNow specialists, you will find ways of balancing the competing demands of external clients and internal teams and projects, all of which use our domain-separated platform as the underpinning enabler in delivering our support and managed services to clients.
As part of the Products & Services function at Advania, you'll work with key collaborators including our Managed Services Product Director, Client Success & Delivery Director, and a peer group of other leaders within Products & Services. You'll be joining at an exciting point in Advania UK's growth, with ServiceNow becoming ever more pivotal to our success as a Managed Services Provider with key investments being made so that our teams and clients can get the most from the platform.
Responsibilities:
Platform Ownership and Strategy:

• Strategic Leadership: Develop and maintain a comprehensive roadmap for the ServiceNow platform, ensuring alignment with organisational goals and client requirements.
• Project Oversight: Direct and oversee specific project initiatives focused on the development and optimisation of the ServiceNow platform.
• Innovation: Drive the evolution of the platform by identifying opportunities for enhancements and implementing new features that support our MSP services.

Client Engagement:

• Primary Contact: Serve as the primary point of contact for clients regarding all ServiceNow-related inquiries, ensuring effective communication and engagement.
• Client Satisfaction: Foster strong client relationships by delivering exceptional service and addressing client needs promptly and effectively.
• Escalation Management: Handle escalations efficiently, providing timely solutions to client issues and maintaining high levels of client satisfaction.

Leadership and Team Management:

• Team Leadership: Lead, mentor, and develop a team of ServiceNow professionals, fostering a collaborative and high-performance work environment.
• Personal Development: Implement personal development plans for team members to enhance their skills and expertise in ServiceNow.
• Line Management: Ensure effective line management practices are in place, including performance evaluations, feedback, and career development support.

ServiceNow Proposition Development:

• Proposition Enhancement: Continuously develop and refine our ServiceNow proposition to meet changing market demands and client expectations.
• Feature Integration: Drive the integration of new features such as structured request catalogues and AI-driven solutions like Virtual Agent into our service offerings.
• Market Competitiveness: Ensure that our ServiceNow proposition remains competitive by staying informed about industry trends and best practices.

Demand Management and Prioritisation:

• Demand Assessment: Manage and prioritise incoming demand for ServiceNow services from various stakeholders, ensuring efficient resource allocation.
• Project Coordination: Coordinate project timelines and deliverables to meet client expectations and organisational objectives.
• Stakeholder Communication: Maintain clear and consistent communication with stakeholders regarding project status, priorities, and resource availability.

Platform Awareness and Evolution:

• Deep Expertise: Maintain a thorough understanding of the ServiceNow platform, keeping up to date with its latest capabilities, features, and limitations.
• Continuous Improvement: Identify opportunities for continuous improvement and innovation within the platform to deliver enhanced services to clients.
• Best Practices: Promote the adoption of best practices in ServiceNow development and administration within the team.

Managed Services Strategy:

• Strategic Alignment: Align the Managed Services strategy with the capabilities and enhancements of the ServiceNow platform to ensure seamless service delivery.
• Service Excellence: Ensure that our Managed Services offerings remain state-of-the-art by leveraging the latest advancements in the ServiceNow platform.
• Competitive Edge: Drive initiatives that enhance our competitive edge in the market through strategic use of ServiceNow.

Qualifications & Experience:

• Expertise in a service management framework such as e.g. ITIL

• Proven experience in managing and developing a ServiceNow platform, ideally within an MSP environment.

• Must have a 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

for the list of benefits.
The budgeted salary for this role is between 90,000 and 115,000 per year, depending on experience.
Hybrid working:
Our current hybrid working policy necessitates being in the office or at a client site 1 day per week. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.
Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Please do let us know if you'll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.
#LI-Hybrid
We are the tech company with people at heart.
Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.

Skills Required