Functional Manager Service Now

dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, and close collaboration to help our clients grow, innovate, and deliver measurable value for their customers. 

dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever  and Metro.

The Role

The Functional Manager – ServiceNow is responsible for leading the development, enhancement and ongoing management of our ServiceNow platform. You'll lead a high-performing cross-functional team while partnering with business and technology stakeholders to deliver scalable, secure and innovative ServiceNow solutions that support our organisational goals and drive operational excellence.

What You'll Be Doing

You'll combine technical leadership, strategic planning and stakeholder collaboration to maximise the value of our ServiceNow platform across the business.

Lead, mentor and develop a cross-functional team of ServiceNow developers, administrators and business analysts, fostering a collaborative and high-performing culture

Define and deliver the ServiceNow platform roadmap, ensuring solutions align with business priorities and industry best practices

Oversee the design, development, implementation and continuous enhancement of ServiceNow capabilities and modules

Partner with business stakeholders to understand requirements, identify opportunities for improvement and translate them into scalable technical solutions

Collaborate with internal technology teams to ensure seamless integration between ServiceNow and other enterprise systems

Drive platform performance, reliability and security through system monitoring, upgrades, maintenance and optimisation

Lead the adoption of automation and process improvements to enhance service delivery and operational efficiency

Manage vendor relationships to maximise value from ServiceNow partnerships and platform investments

Ensure compliance with security standards, governance requirements and ITIL best practices, maintaining a stable and secure ServiceNow environment

What We're Looking For

You'll bring a strong combination of ServiceNow expertise, people leadership and strategic thinking, along with the ability to build trusted relationships across technical and business teams.

Proven experience leading ServiceNow platforms, including implementation, enhancement and ongoing support

Experience managing and developing technical teams within a collaborative, high-performing environment

Strong knowledge of service management applications, ITSM processes and ServiceNow best practices

Demonstrated ability to translate business requirements into scalable technology solutions

Experience delivering platform roadmaps, process improvements and automation initiatives

Strong stakeholder management and communication skills, with the ability to engage both technical and non-technical audiences

Knowledge of ITIL frameworks, platform governance, security and compliance principles

Strong analytical, problem-solving and project management skills, with a focus on continuous improvement

Bachelor's degree in Information Systems, Computer Science or a related technology discipline is desirable

  What you can expect from us

We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect.  Plus, thoughtful perks, like flexible working hours and your birthday off.

You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.

And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof.  We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you. 

Our approach to Flexible Working

At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.

We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.

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