Lead and manage the administration, enhancement, and technical roadmap for ServiceNow and APM platforms. Ensure platforms remain reliable, secure, and fit-for-purpose through upgrades, configuration management, and technical currency. Lead development and integration of platform-based solutions (e.g., self-service portals, chatbots, self-healing scripts). Provide subject matter expertise on ServiceNow, including CSDM and CMDB data models. Manage relationships with platform vendors and partners to maximise value and service delivery. Lead and develop a team of internal and outsourced technical resources (onshore and offshore). Ensure reliable platform operations through routine maintenance, performance monitoring, and incident resolution. Lead integration of platforms with broader IT systems and services. Ensure seamless transition of projects into business-as-usual (BAU) support. Provide technical guidance to ensure solution designs meet organisational standards.
