ServiceNow Production Support Manager

Job Description:

Job Title Service Now Production Support Manager Location Birmingham Corporate Title Director You will join Deutsche Bank as a Service Now Production Support Manager, working with a collaborative and global Platform Now team to support a mission-critical Service Now platform used across the organisation. In this role, you will help maintain platform stability, availability, and service quality, while supporting teams and stakeholders to resolve issues and improve service outcomes.

You will connect closely with engineering, operations, and business teams to enhance automation, strengthen platform performance, and support reliable service delivery in a regulated environment. This is a role where you can contribute meaningfully, share ideas, and help shape how production support evolves, while being part of a supportive and inclusive team. Together, you will help build a dependable and responsive platform that supports business needs and customer outcomes.

What we’ll offer youA healthy, engaged and well-supported workforce are better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That’s why we are committed to providing an environment with your development and wellbeing at its centre.

You can expect:

Hybrid Working - we understand that employee expectations and preferences are changing. We have implemented a model that enables eligible employees to work remotely for a part of their working time and reach a working pattern that works for them Competitive salary and non-contributory pension
30 days’ holiday plus bank holidays, with the option to purchase additional days

Life Assurance and Private Healthcare for you and your family

A range of flexible benefits including Retail Discounts, a Bike4

Work scheme and Gym benefits

The opportunity to support a wide ranging CSR programme + 2 days’ volunteering leave per year

Your key responsibilities

Coordinate and support internal and vendor teams to ensure consistent, reliable production support for the Service Now platform

Oversee incident, problem, and request management processes to support service quality and timely resolution

Monitor service performance and share insights on service levels, response times, and platform health to support informed decisions

Encourage root cause analysis and support implementation of actions that improve stability and resilience

Collaborate with engineering teams to support defect resolution, platform improvements, and long-term reliability

Build trusted relationships with stakeholders and partners, sharing updates on performance, risks, and improvements

Your skills and experience

Proven experience supporting production services within a large-scale enterprise environment

Strong knowledge of Service Now including Information Technology Service Management, Configuration Management Database, Information Technology Operations Management, and Information Technology Asset Management Experience managing major incidents and supporting service operations processes with care and attention

Understanding of Service Now platform architecture and integrations, with a methodical and detail-oriented approach

Experience working with global teams and partners, with strong interpersonal and communication skills

Awareness of regulatory requirements, operational resilience, and audit expectations within financial services

How we’ll support you Training and development to help you excel in your career

Flexible working to assist you balance your personal priorities

Coaching and support from experts in your team

A culture of continuous learning to aid progression

We value diversity and as an equal opportunities’ employer, we make reasonable adjustments for those with a disability such as the provision of assistive equipment if required (e.g. screen readers, assistive hearing devices, adapted keyboards)
Please note the expected salary for some roles may be below the minimum level requirements to support candidates who require a Skilled Worker visa to work in the UK. Should you already have a Skilled Worker visa and are identified for a role, we can discuss and support you with the process

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