Operating Model Integration Lead

Job Description:

• Persona-Centric Workflow Design: Map, define, and continuously refine the day-to-day user journeys, decision gates, and interaction models for key personas across Snacking—including Portfolio Managers, Product Managers, Programme/Project Managers, and Business Architects.
• End-to-End Operating Model Alignment: Ensure individual persona workflows integrate seamlessly into a cohesive, end-to-end operating model, establishing clear upstream and downstream information handoffs that eliminate operational silos.
• Standardization vs. Tailoring: Balance enterprise consistency with persona- and domain-specific nuances, identifying where standardized governance is critical versus where tailored digital experiences are required to accelerate delivery speed.
• Decision Velocity & Friction Reduction: Continuously optimize workflow handoffs and data availability within Service Now to reduce administrative burden and drastically accelerate cycle times from ideation to value realization.

• Snacking Demand & Voice of Business: Serve as the single, authoritative business counterpart to the Central Service Now Product Management team (bridging the Snacking business/operating model reality with the platform engineering and configuration roadmap led by central platform teams).
• Translating Needs into Functional Requirements: Translate Snacking's multi-persona workflows, governance gates, and reporting requirements into clear, prioritized epics, user stories, and acceptance criteria for platform delivery.
• Backlog Prioritization & Solution Co-Design: Partner closely with platform owners to co-design scalable platform enhancements, validate architectural designs against business needs, and ensure product release roadmaps directly solve Snacking operating bottlenecks.
• Platform Capability Ingestion: Act as the intake lead for newly released centralized Service Now modules and capabilities, evaluating their relevance, viability, and timing for roll-out across Snacking.

• Domain Connectivity & Buy-in: Embed closely with Snacking business domains to understand their distinct operating pressures, ensuring platform capabilities are pragmatic, intuitive, and readily embraced.
• Change Enablement & User Activation: Partner with change and communication leads to architect tailored persona-based onboarding paths, practical playbooks, role‑specific guidelines, and workflow demos that drive rapid user adoption.
• Feedback Loops & Continuous Sentiment Tracking: Establish active feedback loops with community practitioners across domains to identify friction points, adoption gaps, and evolving operational requirements.

• Operating Model Data Flow: Define and govern the flow of delivery data across roles—ensuring business architectural blueprints inform portfolio choices, portfolio targets cascade into product roadmaps, and delivery telemetry feeds executive reporting.
• Operational Reporting & Single Source of Truth: Partner with analytics and reporting leads to deliver persona‑specific dashboards and consolidated views that give leaders immediate visibility into portfolio health, resource allocation, risks, and benefits realisation.
• Process Performance & Governance: Define and track adoption metrics, cycle times, workflow hygiene, and data quality across all persona groups in Service Now.

• Establish the hierarchy and relationship between enterprise, portfolio, product‑line, product and team OKRs.
• Ensure OKRs translate strategy into measurable outcomes rather than activities or outputs.
• Develop guidance for setting objectives, key results, baselines, targets and evidence of achievement.
• Embed OKRs within annual planning, quarterly planning, portfolio management and performance reviews.
• Build capability across Digital, Digital Technology functions and business teams to create and use effective OKRs.
• Establish quality assurance and review mechanisms for OKRs.
• Ensure progress against OKRs informs prioritisation, investment and delivery decisions.
• Prevent OKRs from becoming a reporting exercise disconnected from how teams work.

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