Manager, Platform Delivery and Support

AIA Digital+ is seeking a Manager, Platform Delivery and Support to provide ServiceNow platform expertise and solution advisory services across GIT Operations. The successful candidate will design, develop and deliver governed ITSM and ITOM capabilities, configurations, integrations and automation that support service insourcing, operational efficiency and continuous improvement.

Responsibilities:

• Lead the design, development, testing and deployment of ServiceNow ITSM and ITOM capabilities, configurations, integrations and automation solutions that support service insourcing, operational efficiency and continuous improvement across GIT Operations.
• Ensure solutions meet business requirements and deliver measurable operational value.
• Ensure all platform enhancements comply with ServiceNow architecture principles, platform standards, governance requirements and technical best practices.
• Manage and optimize ServiceNow platform configurations including workflows, business rules, forms, scripts, foundation data, CMDB structures, Discovery Patterns, Identification and Reconciliation Engine (IRE) rules, CSDM alignment, service mapping and related platform components.
• Design and maintain ServiceNow dashboards, reporting solutions and operational data structures that provide visibility of service performance, operational health and platform effectiveness.
• Maintain appropriate platform controls covering security, user access, deployment governance, code quality and release management.
• Partner with operational teams, project teams and platform stakeholders to understand business needs, provide expert ServiceNow guidance and recommend solution approaches that align with platform strategy and operational objectives.
• Produce and maintain technical documentation, operational procedures and design artefacts.

Requirements:

• 8+ years of experience in ServiceNow platform delivery, solution design, development, implementation, or administration.
• Proven experience delivering ServiceNow ITSM and/or ITOM capabilities, including workflow automation, integrations, CMDB, Discovery, Service Mapping, and platform configuration.
• Experience translating business and operational requirements into scalable platform solutions.
• Experience working within governed enterprise environments with defined architecture, security, change, and release management processes.
• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• ServiceNow certification in one or more relevant disciplines such as Administrator, Application Developer, Implementation Specialist, Discovery, CMDB, CIS, or Certified Technical Architect.
• ITIL Foundation certification preferred.
• Project management or Agile certification would be advantageous.

Characteristics:

• Strong analytical and problem-solving skills with the ability to evaluate requirements and recommend practical solutions.
• Able to communicate complex technical concepts in a clear and business-friendly manner.
• Demonstrates sound judgement, accountability, and a high degree of professional autonomy.
• Effective stakeholder management skills with the ability to build trusted relationships across technical and business teams.
• Able to manage multiple priorities and adapt to changing business and operational requirements.
• Collaborative and outcome-focused, with a continuous improvement mindset.
• Strong written and verbal communication skills in English.