Senior Infrastructure Manager (ServiceNow Platform Management)

Date: 08-Feb-2021

Location: Chesterfield, GB, S49 1HQ

Company: Royal Mail Group

Job reference number 151704

Senior Infrastructure Manager (ServiceNow Platform Management)

Full time


Dock Walk

The Royal Mail Technology team is passionate about delivering high-quality products and outstanding digital experiences to our customers. Cutting edge technology is fundamental and key in helping us achieve our objective to be recognised as the best delivery company in both the UK and across Europe.

Our award-winning Technology team is at the heart of delivering a transformational journey at Royal Mail. The traditional letters business is declining, but our recent performance and the growth in parcels demonstrates that there is an opportunity for Royal Mail that we can capture, but we need to move quickly. By joining Royal Mail you will be helping to implement meaningful change, pushing forward with our transformation to become a more agile and even more customer focused business, while delivering more innovation, products and services for our customers. You will be working for a brand that’s a household name and a critical part of the UK’s infrastructure. 

Job Purpose
•    Manage and maintain the ServiceNow platform used by Royal Mail & IT Service Provider. We currently use the following software functionality:
o    ITSM (Incident, Change, Problems, etc.)
o    ITOM (Event, Cloud, Discovery)
o    ITBM (Agile release, Application Portfolio Mgmt (Eval))
    As well as supporting 8 custom built applications.
•    Management of the ServiceNow Platform to deliver technology services includes: cloud services, mainframe, mid-range servers, storage technologies, networks, mobile devices including phones, desktops and databases and the surrounding services that monitor and manage them.
•    Be accountable for delivering Programmes of work liaising with numerous stakeholders at all stages throughout the projects and following the Application Lifecycle Model.


In this role you will:
•    Responsible for development and support processes related to the platform
•    Demand Management of all development work requests which are submitted to the team
•    Resource management and work load scheduling of employees and development partners
•    Responsible for ServiceNow Licence Management
•    The external face of the ServiceNow Platform team handling any new queries regarding potential new work or use of the platform across RMG
•    Maintain ISO 20000 and 270001 standards for the ServiceNow Platform and its associated processes
•    Responsible for Managing the ServiceNow platform day to day to ensure stability and to deliver service


Qualifications and experience required:
•    Extensive knowledge of working with the ServiceNow platform (ITSM, ITOM, ITBM), to deploy changes and maintain service in a large scale environment.
•    Experience of managing a team who perform development and support activities
•    Previous experience in delivering to the Application Lifecycle Model.
•    Prior experience of coaching and developing people in ServiceNow.
•    APMP, Prince2, Agile, ITIL or similar certified or appropriate level of experience and prepared to work towards formal qualifications.

Our technology vision is to “Enable, Digitise, Realise”
We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2019 for a 6th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all our job applicants. 
We are happy to support flexible working and would welcome having a conversation with you about how we could support your needs.



For more information on Royal Mail Group click here



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