About the role
The Platform Service Manager (D&D) is a hands-on role with a strong focus on internal and external stakeholder engagement. It will involve the development of existing and new products. They are responsible for taking products coming into DS Smith’s Cloud platform through the product lifecycle.
Key accountabilities and responsibilities:
* Manage support and enhancements for existing live products.
* Manage major incidents affecting the platform, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
* Communicate to stakeholders/impacted areas of the business during incidents.
* Own and maintain the DR plan for continuation of key services.
* Ensure involvement of the Service Management/IT in the early stages of product development, allowing input to the service design, transition plans and BAU support process.
* Lead and cultivate a high-performing platform team.
* Maintain IT security policy in collaboration with internal teams.
* Ensure compliance with ITIL processes and governance to ensure consistency of operations.
* Identify opportunities for automation and simplification, reducing manual effort where possible as well as driving innovation.
About you
* Knowledge and use of Service Management tooling, preferably ServiceNow.
* Experience of service management within an environment of cloud and SaaS technologies.
* Comprehensive understanding of core ITIL Processes (e.g. Incident, Problem Management and Change Management).
* ITIL qualified to Practitioner level highly desirable.
* Experience with Agile methodologies, DevOps practices and platform engineering.
* Knowledge of Service Integration and Management (SIAM).
* Strong numerical analysis skills; ability to use statistics to communicate performance and also to identify areas for improvement / development.
* Knowledge of networking, access management and security is an advantage.
* Excellent management and team building skills.
* Excellent communication skills with the ability to explain technical issues to a non-technical audience.
* Possess strong interpersonal, management and influencing skills with good stakeholder engagement.
* Hands-on practical approach.
* Ability to work across complex matrix organisations.
* Bachelor’s degree or relevant industry experience.
About us
DS Smith PLC has embarked on an ambitious digital and data transformation journey to drive innovation, operational excellence, and sustainable growth. As a leading provider of sustainable packaging solutions, the company recognises the pivotal role of digital and data capabilities in staying competitive and delivering exceptional value to its customers. In recent years, DS Smith has experienced significant growth through strategic acquisitions, resulting in a diverse landscape of management and information systems across the organisation. While these systems serve similar functions, they often operate independently and lack seamless integration, hindering data-driven decision-making and operational efficiency. To address this challenge and unlock the full potential of its digital and data assets, DS Smith has launched a global digital and data strategy focused on accelerating the adoption of digital and data technologies. A cornerstone of this strategy is the creation of “next-generation” data infrastructure, known as the “data factory”. Other key initiatives include a root-and-branch redesign of our integration services and large compliance programmes for targeting the EU Deforestation Regulation for example. The role will take us to the next level and help streamline our development processes, improve platform scalability, and enhance our security and compliance.
To fulfil our purpose of redefining packaging for a changing world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed.
Our people come from diverse backgrounds, bring different perspectives, ideas and experiences to generate unique solutions focused on present and future sustainability challenges. We welcome all candidates to apply, even those not meeting all criteria.
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