Person, Hair, Glasses, Accessories, Accessory, Face, Head

ServiceNow and IT Asset Management Manager

Dublin

Apply now

Think outside the box

We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

ServiceNow and IT Asset Management Manager

Dublin, Republic of Ireland | Permanent | Full time

ServiceNow and IT Asset Management Manager

  • Dublin, Republic of Ireland
  • Full time
  • Closing on: Dec 6 2021

Job Specification

Reporting to (title)Head of Service Management Office

Division Description

Group Technology & Customer Solutions (GTCS) comprises of Group IT & Procurement, Group Change, Group Portfolio Office, Group Payments, Business Continuity and GTCS Risk Management, Group Data Office, Group Information Security, GTCS Strategy & Transformation and Enterprise Transformation Office (ETO).

Equality StatementBank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Description of business unit

Technology Services (TS) is responsible for ensuring that the technology required for the bank to deliver service to internal and external customers is available and ready for use and regularly reviewed and optimised. It also ensures that the services are supported and managed in a standard way and that new services are introduced in a controlled manner to prevent disruption to operation.

Purpose of the Role

Effective service integration is a key responsibility of the Bank of Ireland to ensure that our services are delivered in a way which supports the required business outcomes, enhanced service quality, and a significant step change in customer experience.

ServiceNow is the BOI Service Management tool and is a key enabler to manage IT Service Availability and the key IT suppliers ensuring standards, processes, functional engagements are maintained across the organisation and with our multiple strategic partners.

This role will promote the use of ServiceNow to further mature the core Service Integration and Management (SIAM) principles, breakdown operational silos, champion teamwork, standardisation and continuous improvement throughout Technology Services.

Key focus areas of the role will be :

  • Management of the inhouse ServiceNow support team
  • Implementation and embedding IT Software Assessment Management function and the associated processes and controls.
  • Lead all aspects of the Management of the Group's Configuration Management Database (CMDB) to maintain Bank of Ireland's group assets.
  • Lead all aspects of the Design and implementation of a quality plan within the Service management office which will monitor and track the alignment to process and associated controls.

Key Accountabilities

Key Accountabilities

  • Lead the in-house ServiceNow support team
  • Implement and embed the IT Software Assess Management function and the associated processes and controls.
  • Lead all aspects of the management of the Group's Configuration Management Database (CMDB) for Bank of Ireland's group assets.
  • Working with key suppliers to further expand the use of ServiceNow across Bank of Irelands' Service Management processes
  • Uplift the scope of configuration elements managed within the Configuration management Database.
  • Expand the integration of alert monitoring tools into ServiceNow including alerting for Bank of Ireland's Digital framework
  • Lead all aspects of the Design and implementation of a measured quality plan and associated improvement process
  • Responsible for Formal Governance engagement associated with ServiceNow and software Asset Management
  • Lead and coordinate the risks associated with IT Asset Management and Configuration Management.
  • Define strategy and service management tool direction
  • Evaluate, introduce, own and maintain service management tools going forward

Leadership & People Management:

  • Lead by example and demonstrate strong management standards and practices and full support for the management team
  • Establish appropriate relationships across the group to enable teamwork and deliver outcomes
  • Guide and direct resources to assist in delivery of work as appropriate
  • Embed good people management practices in line with Group standards, including completion of goals and reviews for direct reports
  • Support, mentor and manage team performance, recognising and utilising individual strengths to achieve optimum benefit for the team
  • Provide support for learning and development for individuals and for the benefit of the overall unit

Risk & Compliance:

  • Maintain & supervise standards, controls, processes and solutions, to minimise business and IT risk
  • Ensure full compliance with all Group, Legal and Regulatory requirements and standards

What is the opportunity

This role provides the individual with an opportunity to play a meaningful role for Technology Services and Group IT in the support of Service Integration and Management, definition of strategy for IT Software Asset management function and supporting the implementation of strategic tooling for the organisation.

Essential Skills & Experience

  • Previous experience in effectively managing multiple relationships with customers and vendors
  • Service Now Experience or equivalent Service Management product
  • Demonstrated dedication to service management against professional standards and expertise (ITIL)
  • Service Delivery background and appreciation of Production Support
  • Vendor Management experience
  • Strong familiarity /experience with quality management concepts
  • Technology understanding and awareness
  • Strong demonstrated customer ethos
  • Leadership and People Management skills
  • Good communication skills
  • Partner Management
  • Eye For Business coupled with good technology understanding and awareness
  • Negotiation and Facilitation Skills
  • Strong analytical skills
  • Process focused

Desirable Qualifications, Skills & Experience

  • ITIL Foundation
  • Knowledge of banking/financial sector an advantage

Key Competencies

  • Customer Focused - Leader
  • Accountable - Leader
  • One Group, one team - People Manager
  • Champion Transformation - People Manager
  • Amplify Capability - Leader

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.

 

Sign in with LinkedIn
Autofill my information with LinkedIn
Email me about jobs like this

Not You?

Thank you

We’re on a journey

Follow our path to leading the industry in creating a digital first environment.

Recommended jobs for you

 

Finance Analyst Accounting Information Services 2 P - Professional Specialism Permanent Agile - Self Accountable - Self One Group, one team - People Manager Customer Focused - Self Manage Risk - Self 23823 Dublin Dublin Republic of Ireland Dublin, Republic of Ireland Finance and Accounting Division Description The Finance & Accounting Division is made up of a number of core finance teams both at business unit and Group level. We perform a key management and control function in ensuring all Group financial and management reportin...
Mortgage Consultant - Non Advice 1 S - Customer Relationship / Customer Management Permanent One Group, one team - Self Customer Focused - Self Accountable - Self Champion Transformation - Self Amplify Capability - Self 24156 Bristol England United Kingdom Bristol, England, United Kingdom Bank of Ireland UK Description of Business Unit Mortgages Direct, as part of Sales strives to improve and support an emerging multichannel proposition across consumer banking. Mortgage sales and customer acquisition growth is underpinned by our established banking s...
Bank at Work Advisor 2 S - Customer Relationship / Customer Management Permanent Customer Focused - Self One Group, one team - Self Accountable - Self Agile - Self Manage Risk - Self 23752 Dublin Dublin Republic of Ireland Dublin, Republic of Ireland Customer and Relationship Management Description of business unit Bank of Ireland offers an enhanced banking service and wealth proposition designed to make life easier for our most valued Customers. Our Premier and Business customers in particular have a dedicated Senior Advisor ava...
Divisional Financial Controller Retail Ireland 5 P - Professional Specialism Permanent Customer Focused - Leader One Group, one team - Leader Manage Risk - Leader Accountable - Leader Amplify Capability - Leader 24131 Dublin Dublin Republic of Ireland Dublin, Republic of Ireland Finance and Accounting Division Description The Finance & Accounting Division is made up of a number of core finance teams both at business unit and Group level. We perform a key management and control function in ensuring all Group financial and management reportin...
Vice President Leveraged Acquisition Finance 3 S - Customer Relationship / Customer Management Permanent Customer Focused - Self Accountable - Self Manage Risk - Self Champion Transformation - Self Agile - Self 24159 United States United States Corporate Banking and Treasury Services Description of business unit The Corporate & Treasury Division provides a range of lending products, derivatives and other banking services to major corporations and financial institutions from its offices in Ireland, the UK and the US. The D...

Back