Reading, England, United Kingdom
ServiceNow Platform Owner / ITIL Service Management Lead Reading, United Kingdom | 2005 - Present As the ServiceNow Platform Owner for M&G, I am accountable for the strategy, governance, and optimisation of the ServiceNow platform across all business functions. I lead the design, implementation, and continual improvement of M&G’s core ITIL processes, ensuring stability, compliance, and alignment with strategic business objectives. Key responsibilities and achievements include: • Enterprise Platform Ownership: Oversee ServiceNow strategy, architecture, and governance across multiple functions, ensuring platform scalability, performance, and adherence to best practices. • AI & Automation Enablement: Champion the integration of AI-driven workflows, predictive analytics, and virtual agents within ServiceNow to enhance user experience, accelerate issue resolution, and reduce manual effort across support functions. • Process Governance & Design: Lead the design and continual improvement of ITIL processes including Change Management, Service Desk, Problem Management, SLA/Availability Management, Configuration Management (CMDB), Discovery, and Service Reporting. • Transformation Leadership: Key contributor to a large-scale ServiceNow transformation initiative, delivering measurable improvements in automation, user experience, and service maturity. • CMDB Management: Govern and maintain a configuration database (reducing the count from 8 million to 400k CIs whilst ensuring integrity and integration across on-prem and cloud environments. • Service Desk Oversight: Manage performance and delivery of an offshore 30+ agent Service Desk operation via a third-party partner. • SLA & OLA Management: Define, negotiate, and monitor over 300+ application and infrastructure SLAs, ensuring service accountability and transparency. • Data & Reporting Excellence: Designed and developed efficient data models to enable self-service reporting and analytics. • Certifications: ITIL Certified (Service Design, Service Operations, ITSM v3 Foundation) and ServiceNow Certified System Administrator. This role combines strategic leadership, technical depth, and a continuous improvement mindset to ensure M&G’s IT services deliver measurable business value, operational resilience, and a superior user experience.
Call Centre Supervisor responsible for responding to customer complaints at a director level