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ServiceNow Platform Manager

Date: Nov 19, 2018

Location: London, United Kingdom

Company: KPMG UK

AutoReq ID134505BR
Job TitleServiceNow Platform Manager
CountryUnited Kingdom
LocationLondon
FunctionKPMG Business Services
Service LineITS
Service Line InformationOver 1,000 people make up KPMG Business Services and they all play a key part in the firm's success. Whether they're in finance, procurement, HR, facilities, marketing or IT, they provide crucial support to the people who work in our UK offices. Flexibility and adaptability. These are just a couple of the things KPMG looks for in its IT Services team. We're a function of KPMG Europe LLP and, as such, we're a group that constantly needs to deliver a highly-flexible, customer-focused service in response to the changing needs of the business.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job Description

Job Title: ServiceNow Platform Manager
Job Type: Full-Time
Business Unit: IT Services
Grade: C
Reporting Manager: Service Assurance Manager
Work Location: Watford

The Service Assurance Team forms part of the IT Service Integration & Governance (SI&G) team and the ServiceNow Platform Manager is a direct report to the Service Assurance Manager. The ServiceNow Platform Manager has responsibility for the day to day management of the ServiceNow platform and will be the first point of contact of escalation within the platform community. The role is responsible for the ongoing operational management of the ServiceNow platform. In addition this role is responsible for ensuring the strategy and future development of the ServiceNow Platform, ensuring that we leverage the platform to its best advantage for the planning and the delivery of the ITS and business roadmaps. This role will need to work closely with colleagues in IT Services and other areas of the business. It is key that this role engages, establishes and leads relationships with key stakeholders within the wider business community as well as collaborates with other KPMG member firms which uses the ServiceNow platform.

Primary responsibilities include:

- Service Owner of the ServiceNow Platform
- Creation, implementation and the maintaining of the ServiceNow roadmap
- Control and management of the ServiceNow Platform ensuring minimal of customisation takes place
- Management of Service Request & Incidents in relation to ServiceNow Platform
- Managing the relationship with KPMG Global firm and other firms in relation to the ServiceNow Platform collaboration and integration

Specific responsibilities include:

- Service owner for the ServiceNow platform on the operational requirements and the alignment of business requirements, ITS Operational models and the strategic objectives of the business.
- Establishing and maintaining strong working relationships with the business functions including KBS (KPMG Business Services) and other member firms as appropriate, to be the first point of contact for the ITS ServiceNow Platform
- Work with business function stakeholders, ITS Service Operations and Service Integration & Governance teams to ensure business requirements are addressed, whilst ensuring the system architecture remains in line with Technical Strategy.
- Management of the pipeline of Service Requests for configuration ,enhancement or development requests within the platform, working with the support / development teams involved and communicating directly with the requestors of the change.
- To work with Supplier managers, where needed, to engage third parties in the ongoing support model or project deployments as appropriate, ensuring the support model for our customers is not impacted.
- Form and lead focus and stakeholder groups across the platform to ensure close working relationships across the business.
- The creation and the maintenance of the ServiceNow Platform support model.
- Ownership and management of the ServiceNow product lifecycle and roadmap, including next product release and alignment to other KPMG software versions.
- Work closely with the Project and Delivery team to ensure any updates, business requirements to the platform align to the ongoing support and architecture.
- Management Reporting
- Leading strategic meetings with ServiceNow and ITS Technical Architect Team to ensure the alignment of roadmaps.
- Stakeholder management with the business community including; US, Global and EMA as well as other departments within the UK including KBS (KPMG Business Services).
- Management of the pipeline of Service Requests for configuration, enhancement or development requests within the platform, working with the support / development teams involved and communicating directly with the requestors of the change.
- To work with Supplier managers, where needed, to engage third parties in the ongoing support model or project deployments as appropriate, ensuring the support model for our customers is not impacted.
- Form and lead focus and stakeholder groups across the platform to ensure close working relationships across the business.
- The creation and the maintenance of the ServiceNow Platform support model.
- Ownership and management of the ServiceNow product lifecycle and roadmap, including next product release and alignment to other KPMG software versions.
- Work closely with the Project and Delivery team to ensure any updates, business requirements to the platform align to the ongoing support and architecture.
- Management Reporting
- Leading strategic meetings with ServiceNow and ITS Technical Architect Team to ensure the alignment of roadmaps.
- Stakeholder management with the business community

Essential Criteria:

- The ServiceNow Platform Manager requires the following skills / capabilities:
- Business understanding: Ability to interface and work both within the department and representatives at all levels.
- Personal accountability and motivation: Willing to accept personal responsibility for their own activities and those within their team, and those of other teams within the IT organisation. Passionate about client service and seeing quality IT solutions in place in for their business area(s) and across the firm as a whole.
- Team working: The ability to work as a member of a team. The ability to listen, summarise and draw conclusions from discussions. The ability to chair meetings of senior business representatives and/or IT contacts, ensuring objectives are defined and met.
- Communication skills: The ability and self-confidence to communicate concisely and effectively both in oral and written form to build and maintain business relationships, build confidence, credibility and trust with business and IT contacts and influence key stakeholders in both communities.
- Personal organisation, responsiveness and issue management: the ability to remain calm under pressure, respond quickly to issues and effectively managing a variety of competing activities and priorities. Handles conflicts as they arise in an open, neutral and objective fashion, negotiating towards agreed solutions and escalating appropriately.
- Demonstrates strong problem solving ability. Balancing the various different priorities of the business in order to maximise and demonstrate the value provided.
- Strong organisation skills are key with the ability to multitask and to prioritise workload.
- The ability to communicate with all levels of staff, management and up to Partner level. Strong written and verbal skills are key and experience of giving formal presentations to staff at all levels is preferred.
- Ability to act on own initiative but also understands when to refer to colleagues for guidance or as an escalation.
- Experience of managing ServiceNow Platform in the support of operational and business excellence.
- Pragmatic approach, able to understand differing views and build workable solutions.
- Experience of managing by influence and diplomacy across a large matrix and distributed organisation.
- Experience of managing vendors as part of an outsourced agreement.
- Strong problem solving skills, resilient, confident and tenacious.
- Demonstrable experience of the following:
- Operational IT environment.
- ServiceNow experience including ServiceNow Platform
- ITSM and ITOM
- ServiceNow Qualifications Administration
- ITIL Foundation.

Our DealIf the chance to work with interesting clients and innovative technology wasn’t rewarding enough, we’ll motivate you in other ways too. At KPMG you can expect real responsibilities and opportunities to grow professionally.


‘Our Deal’ sets out all the different ways you’ll be rewarded at KPMG. Among other things you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, we have created an environment that can bring out the best in you.

Flexible WorkingWhile some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands.

We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

KPMG consistently features in the Sunday Times Best Big Companies to work for, which has been recognised with a special achievement award to mark our 10 years in the Top 25. We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG.

Returning to work after a break

At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy


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