Solutions Hub - Business Deployment Lead

Job Description

Our purpose focuses on how we contribute to society, and how our business decisions can contribute to greater trust and solving important problems. In order to achieve our purpose and deliver a first-class service to our clients, we need first-class supportinternally. The people who power us - our internal teams - have a vital role to make sure we have all the right resources, services and technology to be the best we can be. Not all of us work directly with external clients. The Solutions Hub is PwCs single location for all partners and staff to access our internal services. With the overall intent of making everybodys life easier across the Firm; the goal is for the Solutions Hub to become, over time, as pervasive as email andcalendar in what we do every day. In doing so providing a personalised experience with access to knowledge, specialist capabilities and the ability to request services and see their progress - all within a user led designed interface built on ServiceNow. The Solutions Hub programme is one of the core pillars of our ongoing transformation in Business Solutions, and is a truly cross functional enterprise. As such, the scope of the Solutions Hub will include Finance, Risk, People, Technology, OGC, Integrated Servicesand IWS functions, as well as cross functional business processes. We are currently in the project phase" of the deployment and are now looking to establish our business as usual (BAU) organisation which will, in conjunction with colleagues across the business, drive the ongoing deployment, development and optimisation ofthe Solutions Hub. To that end, we are seeking an experienced Business Deployment Lead to play a critical role in the successful delivery of the Solutions Hub. This exciting role will be central to our future success, acting as a catalyst for change and ongoing adoption of theplatform. In addition, leading our functions and wider business through a significant change journey. This role, and associated team, sits within Integrated Services. Integrated Services is a relatively new function within Business Solutions; built with the intent to drive greater value from our contracts, services and processes on behalf of our customers.It includes capabilities from a variety of areas across Business Solutions, including cross functional business processes. Thus the Solutions Hub capability being sourced into this organisation. This role will report to the Director of Transition and Transformation within Integrated Services. Please note - while the role requires a strong working knowledge of ServiceNow, it is not a technical role and as such development capability / experience is not a necessity . Detailed role responsibilities Note this is a new role and as such is subject to change, but will include but not be limited to the following activities:

• Partner with the Solutions Hub leadership (and their teams) on the strategic direction of the platform, ensuring alignment to guiding principles
• Manage the ServiceNow deployment roadmap from a business perspective including driving decisions related to new platform capabilities to improve the business and user experience
• Input into the ServiceNow technical roadmap, working in conjunction with Tech Central
• Build strong working relationships with functional leads to gain buy-in and support to strategic and operational execution
• Manage and orchestrate the demand and supply process, i.e working between functions and technology teams to identify use cases, associated build effort and deployment timelines
• Manage the deployment of a team of Business Analysts (BAs) in support of requirements gathering as it relates to the new product scoping and development
• Identify, working with colleagues from functions and Service Optimisation, opportunities for process re-engineering prior to digitisation
• Manage the prioritisation process, including governance, for new product build activity across the entire ServiceNow estate
• Own the governance and oversight to the ServiceNow service catalogue, opportunity logs and overarching development backlog
• Manage, in collaboration with functional teams, User Acceptance Testing (UAT) and working with Tech Central, resolve defects and issues
• Take ownership for the Firmwide change strategy and narrative as it relates to the Solutions Hub
• Manage a team of 6 FTE, including Business Analysts, project manager and change lead. This includes both the line management and allocation of work as well as broader career coaching and development of employees
• Define and manage the annual resource and financial budget for the Business Deployment team

Key skills / experience required

• Experience in working with ServiceNow in both a deployment and operational capacity including the life cycles of product development, business deployment and adoption
• Experience of working to agile product development and deployment methodologies
• Prior experience working as business analyst in capturing user requirements, user stories and associated deliverables to support product development
• Strong leadership and relationship building skills and ability to operate outside of corporate hierarchies
• Excellent communication skills, both written and verbal including the ability to influence senior stakeholders
• Experience of having worked in a matrix, consensus driven organisation
• Project management experience including leading teams through the various life-cycle stages of change
• Experience of managing significant cash and resource budgets
• Collaborative and agile mindset (beyond product development)
• Experience of user led design approaches and methodologies
• Team leadership including managing multi-disciplinary teams
• Experience of career coaching and professional development
• Experience in managing third-party service suppliers (advantageous)