Engineering Manager (ServiceNow) -  Enterprise Technology


About the Role:

The Deliveroo Enterprise Technology team conceives, designs, builds and sustains the internal tech services powering Deliveroo’s internal teams globally, as we transform the way customers eat. We continually drive service improvements and love to automate.


We are introducing ServiceNow and building a completely new team. As the Engineering Manager for ServiceNow, you’ll partner with a Product Manager and be working to help 4000 (and scaling) employees, wherever they are, across Deliveroo be successful.  In partnership with stakeholders this role holder will define, develop, nurture and communicate the ServiceNow engineering strategy.  The new team will initially be focused on IT Service Management processes using ITSM Pro and integrations with new and existing Deliveroo systems, using Integration Hub where applicable. The team will develop, support and administer the ServiceNow platform.


People leadership is your driver and what motivates you in your role, surfaced through coaching, mentoring and collaboration.  Your main day-to-day focus will be on your people, your stakeholders & customers and your products. Challenging the status quo is your norm.


What You'll Be Doing:

  • Be jointly accountable with your peer Product Manager for the vision, mission, strategy, operational stability and innovation in the brand new ServiceNow domain.
  • Build out a team to execute against the agreed plans 
  • Set project goals and continue to support and mentor your team
  • Grow a diverse, highly-accomplished group of engineers and specialists, gaining fantastic exposure to scaling a tech team at pace
  • Create a learning environment for your team and act as a mentor for engineers and up and coming leaders
  • Continuously engage and align with senior leadership, stakeholders and external strategic partners. Actively seek feedback from users and stakeholders and act accordingly.
  • Helping to build effective, visible and measured team processes that enable high throughput
  • Supporting the team to roadmap and engineer operational improvements
  • You strive for collecting robust metrics, data, and monitoring information from your services, ensuring that if an issue arises, the team is alerted before our users notice.
  • Ensuring high-quality Runbook documentation is created and maintained so that the Operations team may triage and resolve incidents.
  • Acting as an escalation point for production issues that may occur outside of standard working hours

About You:

  • You live and breathe ServiceNow. 
  • Proven experience of building, leading, managing, mentoring and motivating a ServiceNow team.
  • Confident in effective stakeholder management, dealing with multiple stakeholders at varied levels of the organisation.
  • Experience of championing the adoption of ServiceNow
  • A methodical and logical approach to problem solving with a clear sense of ownership. We practice “You build it, You run it”. 
  • Skilled in setting and assessing objectives and planning structured work for teams and routinely improving working practices
  • A curious mind that explores every possibility for continuous improvement and the ability to think and act conceptually, analytically and hands-on based on hard and soft data
  • Excellent ability to develop and write proposals and reports backed with analysed and visualised data


We’re also interested in…

  • Exposure to some of the following:
    • UIPath
    • Git
    • ITIL
  • Experience in creating insightful dashboards outside of ServiceNow
  • Experience with creating automations in ServiceNow
  • Experience with managing vendor relationships

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