Job Summary

Job Description Principal Engineer Cross Functional Services Engineering CFSE

Responsibilities

What you will do

Work as part of a team of Principal Technology Engineers that will design solutions to meet the needs of the CFS unit as well as business and technology stakeholders across Haleon You will act as Product Owner for one or more of the following predominantly delivered on the ServiceNow platform IT Service Management IT Operations Management Including CMDB and Event Management Employee Self Service IT Business Management Integrations & Web Services Customer Service Management including Legal Finance & Procurement HR Service Delivery Monitoring Tools and Command Centre Single Pane of Glass

You will oversee the delivery run and support of assigned Products working closely with the requisite Service Operations Managers on the daytoday servicerelated activities and performance and your peer Product Owners to ensure alignment across the CFS platforms

Build and evolve trusted partnerships with key stakeholders winning hearts and minds that you strive to understand their business priorities and problems You will be strong contributors to their strategic planning as well as being accountable for meeting all commitments made in terms of solutions delivery

Ensure the creation and maintenance of the High Level Design and Roadmap for assigned Products

Direct the Product DevOps Squads to deliver new applications and capabilities using Agile methodologies Support and mentor the Managed Service Providers MSPs to deliver their respective releases as sprints exploiting the Release Management capabilities of the ServiceNow platform Drive the continuous improvement and evolution of the processes and techniques used

Apply full Programme Management rigour to the overall workstack for the Products assigned Be an effective Programme Manager delivering your respective programmes of work via our strategic partnerships with MSPs using the ServiceNow Project & Portfolio Management application

Ensure close collaboration and alignment with the CH CTO Enterprise Architecture team and ecosystem of platforms

Provide management and technical reporting as required

What you will bring

Enterprise Service Management systems accountability in a large corporate

Project based delivery track record

Business Analysis based art of the possible mindset able to identify solutions that exceed stakeholder expectations in terms of capability and time and cost to deliver

Large scale platform and integration design experience

Deep and technical understanding of the ServiceNow platform and ecosystem of partner Service Management products eg monitoring capacity management and event management tools and services

Enterprise architecture capability to connect multiple tools create a common tools architecture develop an automation framework and help drive proactive operations within CFS

Trustbuilding interpersonal skills and stakeholder management

Track record in effective delivery via third parties and managed service providers

Wider Team Overview

The overall CFS team sits within the CH CTO team and is also responsible for the following functions on behalf of the CTO team

Service Desk

Self Service Portal

Incident Management including Major Incident Management

Change Management

Configuration Management Database CMDB

Command Centre Operations

Service Operations Management

Service Assurance

For other Business Services eg ERP HR the CFS team provides the following core services only

Configuration of base platform to enable workflows like HR Case Management

Create onboarding templates on these noncore ITSM platforms so that product owners in functions like HR can onboard new teams as standard service

Service Desk

Self Service Portal

Incident Management including Major Incident Management

Command Centre Operations

Use of the CFS platforms for Change Service Reporting and CMDB