IT Request Catalogue Manager

Job Description

Your new roleThe Request Catalogue manager is responsible for managing all aspects of the content of the request catalogue and its a presentation to National Highways user through the ServiceNow Service Portal. The Request Catalogue Manager is required to work alongsidestakeholders (internal and external), to identify, promote and optimise the usage of the organisation standard catalogue offerings across the National Highways ecosystem. The Request Catalogue Manager will ensure all Request Catalogue Items are created toagreed standards and will be responsible for managing those standards, policies and processes. The Request Catalogue manager will ensure new and updated request catalogue content is designed and developed through the agreed processes and will actively designnew and changed catalogue content for development through an agile DevOps delivery model.What youll 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 Managementand 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 adviceon resolving cross-functional and cross supplier design issues.

To be successful

• The Request Catalogue Manager must demonstrate strong stakeholder management and relationship attributes to identify request catalogue content and drive the full definition and delivery across the range of Request catalogue services. The Request CatalogueManager will engage with OSD&T (Operational Service Design and Transition) to support the identification, design and delivery of new request catalogue content for new onboarded services, and NH change management to support updates to changed/retired businessservices.
• The Request Catalogue manager will work closely with the Stakeholders and Communications teams to ensure the Service Portal offers a modern and effective user experience and will champion changes that will improve user take up of the portal and self-service.The Request Catalogue Manager will maintain currency with ServiceNow releases and propose changes to the portal to adopt new capabilities and progressively improve the User Interface and User experience.
• The Request Catalogue will possess soft skills such as great leadership, effective communication, problem-solving, coaching and teamwork skills. These skills will aid in promoting a culture of knowledge-sharing that is enabled through guidance and learning.As the Request Catalogue, you will require an understanding of the Service Knowledge Management System (ServiceNow) features, functionality.

A bit about usThe 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 andtechnology 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 intelligentvehicle and transport systems as they develop, to improve journey safety and reliability.Why you should join usAt 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. Were proud that as an organisation we are continually striving to dobetter 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 youll be a great fit for our organisation