Job Title: Service Delivery - Platform Manager

BG/BU: Corporate / Group IT

Location: North America

Job Family: Information Technology (IT)

Reports to (Title): Senior Manager - Service Delivery

1. Job Overview

• As an integral member of the Service Management team, the Service Delivery Platform Manager will manage the daily operation and the continuous development of the core ServiceNow platform and the applications hosted thereon such as IT Service Management, IT Asset Management, Configuration Management, Demand Management, Resource Management, Project Management, HR and custom workflow applications. To achieve that objective, the role will also manage the processes, resources and governance that support the operation of the platform.
• Directly manage the team of platform administrators and developers that support the ServiceNow platform. This role will work with the management and leadership teams to document requirements, and develop technical solutions that satisfy the business needs of the local department and others seeking to use Amcor's ITSM platforms.
• Functionally manages third party resources and oversees third party engagements.

2. Job Dimensions

• Multi-national manufacturing business culture - strong customer focus, delivery of tangible products and benefits, cost management.
• This role is a part of Amcor's Global IT Service Management Team.
• Responsible for ensuring that solutions are implemented within the organization in such a way as to meet or exceed our customers' expectations.

3. Principal Accountabilities

• Understanding complex technical challenges, defining pragmatic solutions and communicate key messages to customers and other stakeholders.
• Understanding business context and translating requirements into a sustainable solution.
• Resposible for the development and maintenance of application and service roadmaps.
• Leading the platform design including integrations between Amcor's ITSM platforms and other enterprise solutions.
• Manages the daily operation and development of the core ServiceNow platform and the workflow applications hosted on that platform.
• Responsible for developing, maintaining and executing the governance framework that supports the daily operation and development of the ServiceNow platform, comprising role definitions, demand management, release management, access controls, KPI definition and maintenance, etc.
• Participates in projects associated with ServiceNow applications, liaising with appropriate IT departments as well as associated vendors.
• Leads regular stakeholder meetings to discuss demand prioritization and the distribution of development bandwidth.
• Continually uses selected KPIs and reports to review the efficiency and effectiveness of the daily operation of the ServiceNow platform.
• Supports corporate programs, goals and initiatives

4. Major challenges & complexities

• The ability to prioritise workload to meet customer expectations.
• Must be flexible and willing to take the extra step to ensure customer satisfaction and quality of service (QoS)
• Must be willing to adjust start & finish times to accommodate multi region meetings.

5. Relationships

Internal

External

• All Global IT Teams
• Business Group IT Teams
• IT Directors & Senior Managers

• ServiceNow
• External Consultants
• Mulitple Integration Vendors

6. Qualifications/Requirements/Attributes

• 3+ years of IT management experience, ideally in a similar capacity.
• Experience with and applying ITIL methodology in daily operations.
• End user & managerial experience within ServiceNow is preferred.
• Lean Six Sigma certification is an advantage.
• Bachelor's degree in Information System or Computer Technology preferred.
• Proficient using MS Office products.
• Ability to lead and motivate individuals within a team.
• Drives execution, demonstrates professional competence, works with minimal supervision and is self-motivated and reliable.
• Fluent in English (company working language).
• Effectively communicates verbally and in writing.
• A positive and pro-active attitude.
• Acts with integrity and honesty, displays high ethical conduct and holds themselves accountable.
• Exhibits flexibility in response to changing demands, works additional hours as needed and is prepared to travel as required.