The Manager, IT Platform Services is responsible for day-to-day operation of the digital platform landscape within their scope that includes Platform Maintenance, Monitoring, and technical performance as well as the technical infrastructure their applications. In addition, the Manager, IT Platform Services is responsible for the ServiceNow Platform and IT modules.

What will you do?

Digital Platform Services General

• Provide technical leadership and innovation across specific aspects of solution development.

• Oversee Platform Maintenance for specified scope including patches, upgrades, and updates.

• Oversee Platform Monitoring for specified scope to ensure performance and functionality for optimal operations.

• Work with IT digital product delivery team members to define schedule and coordinate the alignment of dependencies for specified scope.

• Collaborate with IT product delivery team members to ensure team deliverables align with technical and business requirements for specified scope.

• Research, recommend, and implement new technologies and practices for specified scope. Scope will include various application platforms and Citizen Development Program
  

Citizen Development Program

• Design and implement citizen development programs using approved low code / no code platforms including governance and guard rails, architecture, quality and security standards, and compliance processes.

• Establish training and support mechanisms within the organization including development of education materials and workshops.

• Chair enterprise COE for various Citizen Development programs; provide governance, oversight, and support of programs including quality and security compliance reviews.

• Continuously improve global RPA framework of process, tools, and team members to ensure best practice execution, delivery, and support.

• ServiceNow: In addition to general platform duties, manage IT for IT demand and environment.
  

Team Coaching and Development

• Lead, develop and coach the global Platform Services team in order to continually improve IT capabilities necessary to increase performance of the organization for specified scope.

• Drive continuous improvement for specified scope by facilitating team retrospectives, teaching problem-solving techniques, and driving greater accountability amongst team members.

• Help scrum teams coordinate with other teams on the Agile Release Train § Provide timely and constructive feedback on a regular basis to ensure employees have a clear understanding of their work, roles and the business.

• Manage performance issues for specified scope when necessary.

• Foster a business-oriented culture and mindset driven by a continual service improvement approach

• Work with the IT leadership team to plan future skill needs to acquire and develop the appropriate mix of business, data and process knowledge, technical skills and competencies.

• Foster a culture of technical discipline, craftsmanship, and innovation for specified scope. § Drive continuous improvement of deliverables to meet Definition of Done (DoD)
  

Special Projects and Other Duties as assigned

• Participate in and/or lead special projects

• Other duties as assigned

What do you need for this role?

• Associate's Degree required. Bachelor's in Computer Science, Information Technology, Business Administration or related field preferred.

• 7+ years of progressive IT experience

• 3+ years of direct team management

• 5+ years of ITSM experience

• 4+ years of experience managing a service provider

• 4+ years of experience with ServiceNow

• ITIL Foundations certification preferred

• Ability to write clear, concise, and accurate communications

• Strong verbal, written, listening and presentation communication skills

• Strong organizational skills and attention to detail

• Excellent analytical and troubleshooting skills

• Strong interpersonal and teamwork skills

• Ability to work with employees at all levels of the organization

• Ability to work with employees in various geographies

• Ability to adapt to a continually changing business and work environment and manage multiple priorities

• Demonstrated critical thinking and decision making skills

• Continuous improvement mindset

• Self-motivated, highly professional and results-oriented

• Able to work flexible hours and be available for off-hours maintenance to critical systems as required

• Ability to adjust on time sensitive tasks

• Ability to provide excellent customer service without enabling poor customer behavior

• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook), Visio, SharePoint

• Operational proficiencies in IAM tool, ServiceNow

• Travel: 20-30%