ServiceNow Release Manager

The purpose of Shared Service & Automation Team is to drive improvements and efficiencies across our IT services through innovation and automation, as well as deliver End to End Service Improvements across IT to ensure our services and processes are as effective and as efficient as possible and in support of our current and future business needs. We do this by owning the strategy, support and development of our shared Service platform (ServiceNow) which is used to support IT, HR, Finance and other enabling functions with opportunities to demonstrate the capability to introduce workflow, features and functionality to improve the customer experience. We work closely with ServiceNow vendor to develop solutions and prioritise the introduction of new features and services. Key accountabilities: + Managing the delivery of Major, Normal and Minor Releases of the ServiceNow Platform + Leads day-to-day operational aspects of a Release and scope to ensure timely completion of Release and meeting deadlines of the Release + To ensure all phases of the release are timely and completed in full. + Delivering new functionality, fixes and platform patches and upgrades provided by the supplier + Responsible for risk management, benefits & value management for each release. + Managing the release delivery of the Development team ensuring the developers complete all work on time. + Ensure that Release delivery team adhere to quality and compliance standards, policies and procedures, and supports release assurance activities. + Engaging with multiple partners to ensure successful delivery across different functions + Chairing daily stand-ups and weekly release meetings + Creating release reports + Facilitating lessons learned sessions + Defining and agreeing forward release plans + Work with the business to ensure clear priorities are understood and detailed + Close collaboration with ServiceNow Architecture and Demand teams as well as partners across the business areas/customer groups. Candidate Knowledge, Skills & Experience: Platform Service: + Proven experience in Project Management or Software Release Management + Proven experience of Agile IT project management life cycle activities and deliverables + Agile or equivalent project management accreditation is desirable + Experience with Enterprise cloud platforms and vendors + IT Process knowledge desirable, e.g. Incident, Problem, Change, Request & Knowledge + Experience with ServiceNow considered essential. Customer Service: + Excellent customer centric behaviours and a demonstrated customer approach to delivery + Demonstrated workshop facilitation skills + Experience in managing and developing senior stakeholder relationships and driving commitments and agreements on actions and direction + Ability to analyse requests or issues and provide the best possible outcome. People: + Proven ability to work well in and across diverse global teams + Experience in team management, conflict resolution / arbitration + Influencing, networking and team working skills + Proven ability to communicate both written and orally at all levels + Proven ability to collaborate across multiple internal teams and suppliers Other: + An ability to work effectively in a matrix organization is essential + Ability to work independently with limited supervision + Ability to prioritise, re-schedule or adapt to changes and make decisions in pressure situations + A self-starter with high levels of drive, energy, resilience and a desire for professional excellence + Understands the big picture and identifies key deliverables along the way.