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