ServiceNow Engagement Manager - ISE

ServiceNow Engagement Manager - ISE

Grade: GG11

Location: Riyadh, Saudi Arabia

JOB PURPOSE

An exciting opportunity has arisen to join International Systems Engineering (ISE), a BAE Systems majority-owned joint venture company as a ServiceNow Engagement Manager. The successful individual will be working for a company at the forefront of ISE commitment as part of the economic offset companies in the Kingdom of Saudi Arabia. Working across the ISE functions and project teams will offer a challenging and rewarding opportunity to contribute to the development and growth of ISE in KSA.

BAE Systems is the UK Government’s nominated Prime Contractor under the Government-to-Government arrangements that are in place to provide equipment, support, and training to Saudi Arabia. We provide maintenance of Royal Saudi Air Force aircraft and train RSAF personnel safely in a training environment in how to use their aircraft, equipment, and weapons.

BAE Systems Saudi Arabia is committed to supporting the Saudi Arabian National Agenda including Saudisation and the training and development of Saudi National capability through the growth of the Saudi National Partner Companies thereby reinforcing industrialisation and partnerships.

JOB ACCOUNTABILITIES

Responsibilities

• ServiceNow is the IT Service Management application that we use to deliver the contract deliverables.
• The ISE ServiceNow Engagement Manager will cover all management, requests, incidents, enhancements, and updates of the ServiceNow toolset, including coordination with the UK product toolset team.
• This position involves collaboration with ISE’s Infrastructure, Networks, Architect, Security, and Developer teams to ensure enhancements, requests, and incidents are taken forward and managed against the agreed priorities, under the direction of the ISE Service Delivery Manager.
• Manage the enhancements, requests, and incidents that are taken forward and managed against the agreed priorities within KSA.
• Ensure changes are raised to the ServiceNow product team in the UK.
• Ensure ServiceNow data accuracy.
• Act as the single point of contact in KSA for the ServiceNow product team.
• Oversee the regular updates to ServiceNow and complete UAT.
• Develop and implement updated policies and procedures where appropriate.
• Train and develop ISE colleagues.
• Provide input to Service Management Roadmap and strategy.

Job Requirements:

• ITIL Foundation (Mandatory)
• ITIL Intermediate/Expert (Desirable)
• ServiceNow Knowledge (Mandatory)
• Agile qualifications (ScrumMaster) (Desirable)
• Degree in a relevant field (Mandatory)
• Develop good working relationships with ISE’s Infrastructure, Networks, Architect, Security, EUC, Telecoms, and Applications products.
• Coordinate agreed enhancements, requests, and incidents that are taken forward and managed against the agreed priorities.
• Ensure changes are raised to the ServiceNow product team in the UK.
• Act as the single point of contact in KSA for the ServiceNow product team.
• Oversee the regular updates to ServiceNow and complete UAT.
• Develop and implement updated policies and procedures where appropriate.
• Train and develop ISE colleagues.
• Work to SFIA Level 5 – autonomy, influence, complexity, knowledge, and business skills.
• Understand the management of ServiceNow, including strategy and design of ITSM Modules.
• Strong leadership skills and the ability to get the best performance out of the team.
• Manage the day-to-day relationship with internal stakeholders, product leads, and service leads.
• Excellent coaching and mentoring skills.
• Passion for doing things differently by challenging the norm and inspiring others to do the same through facilitating a culture of trust, openness, and honesty.
• Ensure that relevant strategies, policies, standards, and practices for ServiceNow are applied.
• Work closely with the Product Owners, Service Management, and users/customers throughout all stages of work.
• Seek opportunities for improvements, facilitating a good practice approach in own area of responsibility within the function.

EXPATRIATE EMPLOYEE BENEFITS

In return for the required high levels of commitment and hard work, you will receive a competitive salary, rent-free accommodation, and access to free recreation facilities, all available within company-secured accommodation. In addition, a generous leave and travel allowance makes this an opportunity not to be missed. On successfully securing a role, your appointment to Saudi Arabia will initially be on single status. On commencement of employment in Saudi Arabia, you will have the opportunity to apply to have your family join you in the future. A full health care scheme is provided within Saudi Arabia.

SAUDI NATIONAL EMPLOYEE BENEFITS

In return for the required high levels of commitment and hard work, you will receive a competitive salary and benefits package, including a generous leave and travel allowance, a full health care scheme, and access to subsidised recreational facilities.

BAE Systems

At BAE Systems, we provide some of the world’s most advanced, technology-led defence, aerospace, and security solutions and employ a skilled workforce of some 82,500 people in over 40 countries. Working with customers and local partners, we develop, engineer, manufacture, and support products and systems to deliver military capability, protect national security and people, and keep critical information and infrastructure secure.

All appointments in Saudi Arabia are subject to receipt of all necessary Government and/or Customer approvals.