Own the BAU operating model for our core platforms. Run intake, prioritisation, capacity planning, release/change, and incident/problem management. Align backlogs with business value, keep services reliable, and improve flow using agile delivery methodology. 

What you will deliver 

• A unified BAU backlog and intake for IFS Cloud, OSCA, and ServiceNow 

• Clear capacity plans, quarterly forecasts, and sprint/kanban throughput targets 

• Safe, frequent changes via automated pipelines, change control, and standard release paths 

• Higher service reliability and faster recovery with strong observability and runbooks 

• Self-service, automation, and knowledge that reduce manual handoffs 

Key responsibilities 

Strategy and operating model 

• Convert business demand into a single, prioritised backlog; balance run, small change, and minor enhancements 

• Lead capacity planning and quarterly/PI forecasting; track plan vs actual and adjust early 

• Define guardrails for configure vs customise, integration patterns, data flows, and security 

Agile delivery and flow 

• Run agile at scale across BAU squads (Scrum/Kanban), with lightweight governance and clear definitions of done 

• Use flow metrics (cycle time, WIP, throughput, work item age) to improve predictability 

• Maintain a stable cadence: refinement, planning, demos, and retros that drive tangible improvements 

Service reliability and change 

• Own Level 2 – 3 incidents, problem, and change processes; reduce repeat incidents via RCA and preventative actions 

• Standardise release and change windows; enforce quality gates, rollback design, and non-prod parity 

• Build observability: logging, metrics, tracing, and actionable alerts tied to SLOs/SLAs 

Platform ownership 

IFS Cloud 

• Run upgrades, extensions, and integrations across Finance, HR, Operations with minimal downtime 

• Establish medallion-style data patterns and reporting guardrails to support analytics and AI 

OSCA 

• Use OSCA to orchestrate cross-platform workflows; manage event models and integration contracts 

• Ensure resilience for orchestrations; own playbooks and RTO/RPO expectations 

ServiceNow 

• Make ServiceNow the front door for intake, request, change, and knowledge 

• Own ITSM/ITOM/CMDB/HRSD backlogs; improve data quality and automation across the platform 

People and ways of working 

• Build high-performing BAU squads (platform, integration, BA); skills matrix, career paths, and coaching 

• Operate follow-the-sun/on-call models where needed; keep runbooks and KB articles current 

• Foster a culture of safety, ownership, and measurable outcomes 

Vendors, cost, and compliance 

• Manage vendors for value, not dependency; align roadmaps and SLAs 

• Track TCO and unit costs; target savings through automation and standardisation 

• Meet security, privacy, and audit requirements; maintain accurate CMDB and access controls 

• Deep experience running BAU/platform operations at scale across at least two of: IFS Cloud, ServiceNow (ITSM/ITOM/CMDB/HRSD), OSCA or similar orchestration 

• Strong in capacity planning, quarterly forecasting, and agile delivery methodology (Scrum/Kanban) 

• Solid grasp of integration patterns, data flows, security, compliance, and observability 

• Pragmatic leader who moves between strategy and detail; clear communicator who earns trust 

• Comfortable with ITIL practices adapted to modern engineering and product ways of working