We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G plc group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003. At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.
M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G plc’s ambition to be the best loved and most successful savings and investments company in the world.
Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.
The Role:
We have a mature Enterprise platform providing ITSM, project, programme and portfolio, workplace, data management and HR (queries and knowledge) delivered on an enterprise tool called ServiceNow enabling key services to our colleagues and partners with a growth vision .
This role will be accountable for leading and driving the direction, roadmap and development of the ServiceNow Enterprise platform, including all new enhancements, upgrades, platform availability and performance and provision of MI and ensuring data security & privacy.
Key Work Level Accountabilities:
For people and vendor managers, accountable for managing and motivating others to ensure quality of delivery to customers and stakeholders
- Accountable for delivering expert advice or service, using specialist knowledge and subject matter expertise
- Applies judgement to deliver outcomes, evaluating a range of potential solutions, considering the impact for customers, cost and risk
- Manages conflicts that may impact delivery
- Challenges upwards given knowledge of delivery and awareness of complex systems and the broader picture
- Identifies and anticipates need for changes to continuously improve quality and efficiency of output
- Manages risks using expert judgment, know-how and experience
- Managing vendors (Servicenow & Delivery Vendor) and licences to ensure compliance and M&G receives the best value for the investment
- Manage the Platform Steerco
Key Responsibilities for this role:
- Defining and managing the Servicenow Enterprise Platform road-map along with the Architect, and through consultation with the ServiceNow individual service owners and Change Community as part of the planning process.
- Running and owning the Servicenow Steerco Forum for review, assessment and costing of all Enhancements, Change Requests and (if required) Defects.
- Own the product backlog, prioritize features, and ensure timely delivery of high-quality solutions, ensuring that delivered solutions meet the specified requirements and align with best practices.
- Requirements Gathering: Work closely with the business (analysts) to gather and document detailed requirements. Clearly articulate user stories, acceptance criteria, and functional specifications for ServiceNow enhancements.
- Stakeholder Communication: Maintain open and transparent communication with stakeholders, providing regular updates on project and delivery progress, timelines, and addressing any concerns.
- Conduct regular demos to showcase new features and gather feedback.
- Plan and deliver the System upgrades ensuring a robust plan is in place and extensive testing is carried out through collaboration with QA teams to define and execute testing strategies.
- Continuous Improvement: Stay informed about ServiceNow platform updates, industry best practices, and emerging technologies. Identify opportunities for process improvements and efficiency gains.
- Management and oversight of the strict access controls implemented, including licence holders.
- User education of the processes (including User Guides / FAQ’s and any other training material).
- Responsible for ensuring business benefit of the features are understood, measured and delivered
- Ability to positively promote the work of the system across the broader organisation
- To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G’s operational risk.
- Working within the M&G project and programme framework ensure that all planned works are scoped and appropriately funded, with funding and resource utilisation tracked
Key Knowledge, Skills & Experience:
Essential:
- You will have extensive experience with Servicenow as an Enterprise platform lead or Product Owner
- You have experience with the end to end product management lifecycle including defining and realising a future roadmap (and managing commercial aspects) , across ServiceNow ITSM, project, programme and portfolio and HR.
- You are obsessed with attention to detail and making sure your solutions meet genuine internal customer problems
- You can lead through influence and champion the work that you deliver throughout the business
- You can set direction to a team but are also comfortable being challenged on this in a collaborative manner
- You have a track record of understanding the needs of users and the opportunities to meet these
- You have sufficient technical knowledge to understand and debate solutions and sizing of work
Desirable:
Whilst experience within our industry is not essential it helps to have a background in:
- Our target customers
- Life and pensions products, markets and competitors
- Asset management, markets and competitors
- Financial services regulatory frameworks
- M&G products, systems and distribution methods
We have a diverse workforce and an inclusive culture at M&G Global Services, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.
