Overview
We have an exciting opportunity for a Service Tooling Lead to join our team, you will be responsible for managing and optimising the IT Service Management (ITSM) tooling landscape, primarily focussing on ServiceNow and other key service management solutions and integrations such as NexThink, SNOW and Alphabet. This role ensures the effective operation, continual development and strategic alignment of service tooling with the Company's IT strategy. The role will work closely with Managed Service Providers (MSPs), business functions and senior stakeholders to drive improvements, automation, and consolidation of IT Solutions, enhancing end user experience and service efficiency.
Why Rolls-Royce? Work with us and we'll welcome you into a culture of caring and belonging where you can be yourself. We will listen first, embrace feedback and act with integrity. We will invest in your continuous learning and development, and make sure you have access to a wide breadth and depth of opportunities to grow your career and make a difference. Being a part of Rolls-Royce, you\'ll know we put safety first, do the right thing, keep it simple and make a difference. These principles form our behaviours. They are an essential component of our assessment process and are fundamental qualities that we seek for all roles.
Responsibilities
* Oversee the BAU (Business-as-usual) management of all ServiceNow tickets, ensuring smooth and efficient and timely resolution.
* Drive the continual development of ServiceNow in partnership with the MSP, identifying and implementing improvements.
* Work closely with ServiceNow and internal teams to exploit advanced capabilities in alignment with the IT Strategy
* Ensure the enterprise self-service portal is continuously enhanced to improve user adoption and efficiency.
* Lead service reviews with MSPs to optimise service quality, ensure contractual alignment and drive continuous improvement.
* Identify opportunities for service enhancements, automation and cost optimisation in tooling contracts
* Develop and lead the tooling strategy and roadmap, integrating solutions such as Nexthink, SNOW and other ITSM tools.
* Champion the rationalisation and consolidation of IT Tools across the organisation, ensuring an optimised and cost-effective tooling landscape.
* Identify and drive automation initiatives to improve service efficiency and transform IT Operations
* Ensure service Tooling solutions align with broader IT Transformation goals and business needs.
* Engage with senior stakeholders to secure buy in and funding for service tooling improvements
* Ensure ITSM tools deliver measurable ROI through effective discovery, planning, implementation, and continuous improvement.
* Lead cross functional collaboration to align solutions with evolving business and service management requirements,
Qualifications
* Proven Experience in managing ITSM tools, particularly ServiceNow, in a complex organisation.
* Proven experience in developing a mature CMDB
* Strong background in IT Service Management, tooling transformation and process automation
* Experience working with managing MSPs, driving performance improvements, and ensuring SLA adherence.
* Knowledge of service analytics, self-service portals, and automation technologies.
* Strong Stakeholder management skills, particularly at senior leadership levels with the ability to influence and drive change.
* Experience in leading service tooling projects from design to delivery, testing and demonstrating ROI.
* Understanding of IT Strategy alignment, governance, and best practices in service management
Benefits
We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.
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