Head of Service Platforms (ServiceNow and Observability) | Norwich, UK

At Aviva, we are on an exciting mission to make things simpler for our IT consumers and our customers, by building an excellent service that’s low on consumer effort and high on satisfaction. Both ServiceNow & Observability are fundamental to this mission and we’re looking for someone to lead this new function with us!

A bit about the job:

The Head of Service Platforms will also be responsible for evolving the use of ServiceNow across Aviva. This role will be critical in forming strong working relationships across the spectrum of teams using & developing on ServiceNow. Reporting directly into the Director of Hosting and Service Platforms, this pivotal role of Head of Service Platforms will own Aviva's Observability and ServiceNow platforms ensuring that expectations from our business and technology are met. You will also be responsible for delivering significant transformation programs in both areas. Creating a seamless experience for monitoring, logging and alerting for our development and business teams is a key focus point for the Head of Service Platforms.

Key responsibilities for the role are:

• Design and ownership of the technical roadmap for the area; ensures alignment with Aviva's strategy and enterprise architecture roadmaps, putting developer/colleague experience, risk and efficiency at the core
• Effective resource management to maintain skills and capabilities to deliver the roadmap and operate 24x7 services
• Effective supplier management to maximise service performance and ensure the right technology choices are made
• Risk and control overview and assessment decisions and management where risk/control owner/nominee

Skills and experience we’re looking for:

• Must have experience deploying and evolving ServiceNow platforms across large enterprises or have experience transforming observability platforms
• Must have deep and broad technical, commercial and delivery experience in the areas of responsibility
• Ability to handle a high workload effectively
• Understanding of relevant industry trends and benchmarks, in particular the evolving landscape of cloud native observability patterns
• Good understanding of risk and control environment, and management of risk - experience of Financial Services would be beneficial

What you’ll get for this role:

• National salary circa £120,000, London salary circa £140,000 (depending on location, skills, experience, and qualifications)
• Bonus opportunity - 25% of annual salary. Actual amount depends on your performance and Aviva's.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Aviva is for everyone: We’re inclusive and welcome everyone - we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares. We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working - spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues. We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you. We’d love it if you could submit your application online. If you require an alternative method of applying, please give Tawana Chin a call on 07789 624461 or send an email to.