Job Description What you will deliver A unified BAU backlog and intake for IFS Cloud, OSCA, and ServiceNow Clear capacity plans, quarterly forecasts, and sprint/kanban throughput targets Safe, frequent changes via automated pipelines, change control, and standard release paths Higher service reliability and faster recovery with strong observability and runbooks Self-service, automation, and knowledge that reduce manual handoffs Key responsibilities Strategy and operating model Convert business demand into a single, prioritised backlog; balance run, small change, and minor enhancements Lead capacity planning and quarterly/PI forecasting; track plan vs actual and adjust early Define guardrails for configure vs customise, integration patterns, data flows, and security Agile delivery and flow Run agile at scale across BAU squads (Scrum/Kanban), with lightweight governance and clear definitions of done Use flow metrics (cycle time, WIP, throughput, work item age) to improve predictability Maintain a stable cadence: refinement, planning, demos, and retros that drive tangible improvements Service reliability and change Own Level 2 – 3 incidents, problem, and change processes; reduce repeat incidents via RCA and preventative actions Standardise release and change windows; enforce quality gates, rollback design, and non-prod parity Build observability: logging, metrics, tracing, and actionable alerts tied to SLOs/SLAs Platform ownership IFS Cloud Run upgrades, extensions, and integrations across Finance, HR, Operations with minimal downtime Establish medallion-style data patterns and reporting guardrails to support analytics and AI OSCA Use OSCA to orchestrate cross-platform workflows; manage event models and integration contracts Ensure resilience for orchestrations; own playbooks and RTO/RPO expectations ServiceNow Make ServiceNow the front door for intake, request, change, and knowledge Own ITSM/ITOM/CMDB/HRSD backlogs; improve data quality and automation across the platform People and ways of working Build high-performing BAU squads (platform, integration, BA); skills matrix, career paths, and coaching Operate follow-the-sun/on-call models where needed; keep runbooks and KB articles current Foster a culture of safety, ownership, and measurable outcomes Vendors, cost, and compliance Manage vendors for value, not dependency; align roadmaps and SLAs Track TCO and unit costs; target savings through automation and standardisation Meet security, privacy, and audit requirements; maintain accurate CMDB and access controls