ServiceNow Lead

We support peace and prosperity by building connections understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas to learn English to get a highquality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories we are on the ground in more than 100 countries. In 202122 we reached 650 million people.

Pay Band 8

Contract Type Indefinite

Location India

Closing date 22 March at 21:59 UK time

This role is open for applications from employees who are currently located and have the right to work in India. The successful candidate will remain in their current location/entity.

There is no relocation or sponsorship support.

British Council supports working in new ways such as hybrid working subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.

About the role:

ServiceNow Lead would oversee the administration optimization and continuous improvement of the ServiceNow platform aligned to British Council Digital Engagement Strategy and the needs of the British Council. The Service roadmap is delivered through a combination of suppliers and Digital and Technology staff. The lead will ensure that the platform meets business needs align with ITIL best practices and lead the strategic direction of ServiceNow within the organization. The candidate should have extensive handson ServiceNow experience strong vendor management skills and a proven ability to lead crossfunctional teams.

The ServiceNow Lead is accountable for the daytoday management of the activities associated with the lifecycle of the service.

Below is a summary of the knowledge and skills required for this role.

Main Responsibilities

ServiceNow Platform Oversight: Lead the strategic direction and longterm vision for the ServiceNow platform while ensuring its continuous optimization integration and alignment with business goals and ITIL best practices.

Vendor Management: Manage the thirdparty vendor responsible for the daytoday operations support and maintenance of the ServiceNow platform. Ensure that the vendor is meeting service level agreements (SLAs) and delivering quality service in alignment with business requirements.

Governance and Compliance: Ensure the thirdparty vendor adheres to security compliance and data

privacy policies while managing the ServiceNow platform. Maintain governance frameworks to ensure continuous improvement and risk mitigation in daytoday operations.

ServiceNow Configuration and Customization: Oversee the configuration customization and integration of ServiceNow to meet business needs. Ensure that the vendor is following best practices for system configuration and providing timely updates and improvements to the platform.

Incident and Problem Management: Work closely with the thirdparty vendor to ensure that any issues with ServiceNow are addressed promptly. Review and analyze incident reports root cause analysis and implement corrective actions.

Release & Upgrade Management: Manage the planning testing and deployment of ServiceNow upgrades and releases working closely with the vendor to ensure smooth transitions. Ensure that proper change management procedures are followed for all upgrades.

Service Catalog and Workflow Management: Oversee the development and management of service catalogues workflows and automated processes in collaboration with the vendor. Ensure that the platform supports business processes effectively and efficiently.

Continuous Improvement: Identify opportunities for continuous improvement in ServiceNow processes leveraging vendor capabilities and internal resources. Ensure that lessons learned from operational challenges are applied to improve the platform.

Service improvement:

The ServiceNow Lead will be the primary stakeholder in all IS processes will drive improvement and set priority to ensure that a reliable and efficient IT Service is provided.

Actively participates in the Change Advisory Board decisions and approves changes to the services they own.

Professional services expertise

Overall responsibility for managing services throughout their entire lifecycle

Creates and then maintains oversight of Service Level Agreements (SLAs) and Operational Level Agreements (OLA) for the British Council.

Ensures the establishment of maintenance of operational and business methods procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Minimum/essential requirements

• 10 years of handson experience with ServiceNow including leadership role managing both technical configurations and vendor relationships.
• Strong experience in ITIL processes especially ITSM modules (Incident Problem Change Service Catalog Knowledge Management Asset Management).
• Demonstrated experience managing thirdparty vendors or managed service providers (MSPs) ensuring service delivery and performance standards are met.

Desirable

• ServiceNow System Administrator or ServiceNow Certified Implementation Specialist (CIS) certifications preferred.
• Experience with ServiceNow reporting Performance Analytics and Service Portal design.
• Strong understanding of ITSM principles and ServiceNow integrations
• Budget management
• Language Requirements
• The British Council systems and global processes operate in English.
• Written and verbal proficiency in English is required

A connected and trusted UK in a more connected and trusted world.

Equality Diversity and Inclusion(EDI) Statement

The British Council is committed to policies and practices of equality diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from underrepresented groups in particular but not exclusively on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council iscommitted to safeguarding children young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse maltreatment and exploitation as set out in article 19 UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks reference checks identity & criminal record checks in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.