Head of Business Applications - Enterprise Technology


About the Role:

As part of the Deliveroo Enterprise Technology group the emerging Business Applications team conceives, designs, builds and sustains the products enabling Deliveroo’s internal teams globally, as we transform the way customers eat.  As a group we are embracing Lean thinking to product strategy and development.


This Business Applications leadership role is a strategic position initially across People Systems and ITSM (ServiceNow) platforms, focussed on coordinating and aligning individuals and teams to common goals enabling the direction of products and services, including user experience, platform, and costs.


As the Business Applications team head you will be accountable for the establishment and proactive development of our strategy & roadmaps across numerous business products across HR systems and Enterprise Service Management, which have a substantial impact Deliveroo-wide. You will also be accountable for the teams which deliver those services to the business. You’ll work to coordinate key decisions, work out any disagreements, break ties and get everyone to commit to a plan we can all agree on.  The role principally covers management of the teams that deliver People and Enterprise Service Management services via products like Workday and ServiceNow.


Externally you’ll need to be a great communicator and influencer who can build excellent lasting relationships with the businesses managing and shaping the teams to become the trusted partner for the business in terms of People systems and Enterprise Service Management. Internally you will manage and lead the teams to create an atmosphere of cohesiveness and focused collaboration between all the members of the teams, all with the shared goal of driving Deliveroo forward through great business applications.


What You'll Be Doing:

  • Be accountable for the vision, mission, strategy, operational stability and innovation in the Business Apps domain.
  • Build out a function to execute against agreed vision
  • Continuously engage and align with senior leadership, stakeholders and external strategic partners to work towards a seamless experience of Business Applications.
  • Fostering collaboration within and between teams
  • Helping to build effective, visible and measured team processes that enable high throughput
  • Supporting the team to roadmap and engineer operational improvements
  • Maintain budget accountability over the focus Area
  • In close partnership with the ServiceNow Product Manager and Engineering Manager work with all our Enterprise Service Management customers to deliver our ServiceNow vision. You will actively enable and seek new opportunities to deploy Enterprise Service Management capabilities across the organisation.
  • In close partnership with the People System Engineering Manager and Product Manager and People Team stakeholders define, drive and deliver the HR technology vision, strategy and roadmaps.
  • Develop and Monitor analytics (qualitative and quantitative) of usage: You’ll need to regularly assess what tools are and are not working for the organisation and improve upon processes.
  • Actively seek feedback from users and key stakeholders: You’ll run focus groups, capturing signals from users and work closely with key stakeholders to ensure their voices are represented.
  • Seeking out, identifying and urgently addressing automation opportunities through coding and tools
  • Ensuring high-quality Runbook documentation is created and maintained
  • Acting as an escalation point for production issues that may occur outside of standard working hours
  • Visibly deliver value early and often

About You:

  • Proven experience of building, leading, managing, mentoring and motivating a cross-functional technology team including coaching managers of teams.
  • Confident in effective stakeholder management, dealing with multiple stakeholders at varied levels of the organisation – subject matter experts, functional leads, C-Suite - and going well beyond transactional interactions.
  • Experience of championing ITSM platforms and Business Applications and driving adoption initiatives
  • A methodical and logical approach to problem solving with a sense of ownership 
  • Skilled in setting and assessing objectives and planning structured work for teams and routinely improving working practices
  • Driven, self-starter without requiring close supervision, collaborative, comfortable adapting to change and learning quickly in a dynamic organisation.
  • Excellent interpersonal skills
  • Good understanding of service management (ITIL) including Change Management, formal Service Levels and process design
  • Significant automation experience.
  • Cultural awareness and international experience
  • Extensive listening and communication skills with strong attention to both, the big picture/ system overall as well as on the details/ the individuals within
  • A 'can do' mentality with strong motivational skills and the ability to react dynamically, effectively and efficiently to an everyday changing environment
  • A curious mind that explores all and every possibility for continuous improvement and the ability to think and act conceptually, analytically and hands-on based on hard and soft data
  • Confident in Lean and Agile practices
  • Excellent ability to develop and present proposals and reports backed with analysed and visualised data


We’re also interested in…

  • Experience of influence and partnership without direct authority over people
  • Relevant higher education and professional certifications
  • A strong track record in the tech-focused scale-up sector
  • Experience in estimating the value of software features, and in cost-benefit analysis and constructing business cases
  • Experience of managing a product/portfolio backlog
  • Solid understanding of cost models
  • Experience in creating insightful dashboards
  • Exposure to full SDLC
  • Advanced ITIL certifications (v3 Expert / v4 Managing Professional)
  • Advanced education including MBA

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