Head of Delivery, ServiceNow

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The Head of Delivery, ServiceNow oversees the global IT service management platform of Accor. His/her main responsibility include the lifecycle management of the platform, for both technical and functional aspects. He/She ensures the products meet business expectations while managing the infrastructure, providers, integrations, UI/UX and maintaining security and support at the company standards. He works in very close collaboration with the process owners sitting with the business.

Main responsibilities

• Managing the technical and functional team responsible for the full platform (build and run for functional and technical), ensuring they have the resources and support they need to meet deadlines and achieve business requirements
• Implementing the right governance around the platform the ensure the build requests are well understood and prioritized based on business strategy. He/she ensure we stick to standard (and avoid custom dev)
• Making sure the product developed fits the business requirements and strategy
• Ownership of PaaS and which involves choosing, testing, and ensuring compliance and security
• Monitoring and reporting on team progress, including providing regular updates on the status of development, issues encountered, and any risks or obstacles
• Monitoring the budget and ensuring that the team is operating within budget
• Optimizing the operating model where possible
• Managing integrations with third-party tools and services to ensure seamless functionality and interoperability
• Ensuring security and compliance
• Manage run backlog of both requests and incidents
• Defining an action plan to improve the usage of the platform

• Bachelor's or Masters's degree in Business or Engineering school
• Experience 8 years+ of proven experience in SNOW from study to implementation and platform management
• Person with strong drive to change current setup / habits / ways of working and ability to influence and convince
• Experts on ITSM / CSM modules mainly
• Strong knowledge of ServiceNow best practices and standards
• Strong leadership skills, able to manage 10+ team members, mainly developers.
• Ability to pilot the annual SNOW budget at Accor (+5M€)
• Fluent communication in English / French is a plus

• This role is based in Bangkok office and collaboration with Global teams