Your new role
The Request Fulfilment Manager is responsible for managing all aspects of the content of the request catalogue and it’s a presentation to National Highways user through the ServiceNow Service Portal. The Request Fulfilment Manager is required to work alongside stakeholders (internal and external), to identify, promote and optimise the usage of the organisation standard catalogue offerings across the National Highways ecosystem. The Request Fulfilment Manager will ensure all Request Catalogue Items are created to agreed standards and will be responsible for managing those standards, policies and processes. The Request Fulfilment Manager will ensure new and updated request catalogue content is designed and developed through the agreed processes and will actively design new and changed catalogue content for development through an agile DevOps delivery model.
What you’ll be leading on
- Owns the Request Catalogue Management Practice and champions the use if the Request Catalogue across the eco system. Ensuring the practice operates best practices across the Digital Services and coordinate interfaces between Request Catalogue Management and other processes
- Ensures all practice documentation and processes are managed and maintained, providing insight and advice on resolving cross-functional (departmental) issues.
- Responsible for chairing the Request Catalogue Working Group (Governance board) and producing the associate governance reports and supporting materials.
- Provide weekly, monthly, and annual reports on the scope and utilisation of the defined request catalogue Content
- Responsible for stakeholder management. Proactively working with stakeholders to identify of opportunities to extend and enhance the Request Catalogue to provide National Highways a full range of services.
- Working with Service Design and Service Owners to design new and modified Request Catalogue Content and participate in the ServiceNow demand and delivery processes to champion those designs through the delivery process.
- Manage and maintain the catalogue and category and permissions structure within the ServiceNow Platform, undertaking periodioc reviews of Request Catalogue Content to ensure currency and accuracy.
- Provide Subject Matter Expertise to other areas of the Digital Services organisation to improve the adoption and, where required, integration of the Request Catalogue into the wider service operations and project delivery models. Provide insight and advice on resolving cross-functional and cross supplier design issues.
To be successful
- An understanding of the Service Knowledge Management System (ServiceNow) features and functionality.
- Strong stakeholder management and relationship building experience.
- Experience of creating business processes from business requirements.
- Experience of driving delivery across the full range of Request Catalogue services.
- Up to date knowledge of ServiceNow releases, and the ability to propose changes to the portal to improve our User Interface and User Experience.
- Effective leadership and communication skills.
- Excellent problem solving and teamwork skills.
A bit about us
The Digital Services Directorate is a growing and vibrant team and there has never been a better time to join us as we go through our transformation programme. We are helping to transform the way National Highways operates by delivering digital, data and technology services from frontline to back office, in a modern and efficient way.? Our vision is to develop integrated information and technology that empowers our colleagues and provides real time information to our customers, integration with intelligent vehicle and transport systems as they develop, to improve journey safety and reliability. ?
Want to know more?
Please email hrhighwaysengland@mailgc.cx.ukg.oraclecloud.com quoting REQ4506
Why you should join us
At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We’re proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.
So if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation
ABOUT US
Why you should join us
At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We’re proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.
So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation.
An informal blended working approach has been adopted for many of our roles across National Highways. We offer many different ways to work flexibly and we’re open to discuss part-time working, job shares, and flexible start and finish times.
Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.
Our benefits package
- Our total reward package includes basic salary, the potential for a performance related bonus
- Contributory pension scheme with employer contribution of up to 10%
- Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
- Flexible hours and blended working between base location/home
- Life assurance of 4 times annual salary
- Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
- A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
- Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience
And we are
- Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
- Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
- Community friendly – offering paid leave to volunteer, 3 days basic/year plus an extra 3 days to support the national Covid effort
If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:
- Right to work check
- 3 year employment history references
- DBS criminal record check
- Social media and adverse journalism check
- Driving licence check (if applicable)
- Fit to work questionnaire (for all), followed by a medical check (if applicable)
And finally
We reserve the right to close before the advertisement expires
