Purpose of the Role

The ServiceNow Platform Owner manages the strategic direction, governance, and overall performance of the ServiceNow platform within Investec's ITS environment. This role ensures that ServiceNow supports Investec's tech operations, improves service delivery, and aligns with business goals through ongoing improvement, innovation, and effective stakeholder engagement.

Key Responsibilities

1. Platform Strategy and Governance

• Create and manage the ServiceNow platform roadmap in line with Investec's ITS and business strategies.
• Set up governance frameworks, standards, and best practices for ServiceNow usage and development.
• Review new ServiceNow features and modules for value to Investec.
• Handle platform licensing, upgrades, integrations, and vendor relationships.

1. Platform Delivery and Operation

• Manage ServiceNow administration, configuration, and development activities.
• Make sure platform reliability, scalability, and performance meet operational and compliance standards.
• Work with architecture, infrastructure, and cybersecurity teams to ensure secure and sustainable delivery.
• Organize and prioritize ServiceNow updates and releases.

1. Stakeholder Management and Collaboration

• Serve as the main link between ITS, business stakeholders, and ServiceNow delivery partners.
• Convert business needs into technical solutions using ServiceNow capabilities.
• Champion ServiceNow adoption across Investec by driving awareness, training, and support.

1. Continuous Improvement and Innovation

• Boost automation and digital workflow opportunities across ITS and business processes.
• Find ways to use ServiceNow to improve service management maturity.
• Track and analyze platform metrics to guide optimization and innovation initiatives.

1. Team Management Responsibilities

• Lead and mentor a team of ServiceNow developers, administrators, and ITOM specialists.
• Set team objectives, KPIs, and performance metrics aligned with platform goals.
• Direct resource allocation across projects and operational tasks.
• Build a culture of collaboration, innovation, and learning within the team.
• Ensure team follows governance, security, and compliance standards.
• Support career growth through coaching, training, and certification opportunities.

Skills and Experience

Essential

• Proven experience managing the ServiceNow platform in a large enterprise environment.
• Solid understanding of ITIL and IT Service Management processes.
• Experience with ServiceNow modules such as ITSM, ITOM, HRSD, and CMDB.
• Technical knowledge of integrations, data models, and workflow automation.
• Good stakeholder engagement and communication skills.

Desirable

• ServiceNow Certified System Administrator (CSA) and ITIL certification.
• Knowledge of Agile delivery and DevOps practices.
• Experience in financial services or a regulated industry.

Personal Attributes

• Ownership mindset – takes responsibility for results and ongoing improvement.
• Collaborative – works well with others at all levels.
• Curious and innovative – uses technology to create business value.
• Service-oriented – focuses on providing great experiences to internal clients.

Why Investec

At Investec, we work to fulfill our purpose — to create lasting worth, living in, not off, society. You'll join a culture that values curiosity, collaboration, and innovation, with the freedom to create solutions that help technology better serve our people and clients.

Investec Culture 

At Investec we seek smart, energetic people with passion, integrity and curiosity. We value individuals who embrace our culture of flexibility, being comfortable with change and willing to challenge current ways of working. We respect diversity, talent and leadership as we grow our business. People who can manage themselves and build strong relationships to get results will thrive in our environment. 

We are committed to diversity and inclusion when recruiting internally and externally.