Platform Owner (ServiceNow)

The London School of Economics and Political Science (LSE); Greater London; Hybrid; GBP 54,000 - 62,000; Full time

Benefits offered by this job

Hybrid working

Occupational pension scheme

Generous annual leave

Training and development opportunities

Job summary

The London School of Economics and Political Science (LSE) invites applications for a Platform Owner for ServiceNow within Data and Technology Services. The role owns the strategic roadmap and operational health of the ServiceNow platform.

You will balance day‑to‑day platform needs with longer‑term roadmap development, translate user requirements into prioritized improvements, and engage senior stakeholders to maximise value for the university.

Qualifications

• Proven experience in a platform management or platform ownership role, ideally with direct experience of the ServiceNow platform in a large or complex organisation.
• Strong understanding of ITIL-aligned service management processes, including incident, problem, change, request, and knowledge management.
• Demonstrated ability to manage a platform backlog, and deliver iterative improvements in a structured way.
• Experience engaging and influencing senior stakeholders, with the ability to translate strategic intent into clear platform requirements.
• Familiarity with the higher education sector, or a similarly complex multi‑stakeholder environment, is desirable but not essential.

Responsibilities

• Own the strategic roadmap and operational health of LSE’s ServiceNow platform, sitting within Digital Technology Services and reporting into the Service Delivery leadership.
• Balance day-to-day platform demand with longer-term roadmap development, translating user needs into well-scoped, prioritised platform improvements.
• Play a central role in shaping how ServiceNow delivers value across LSE’s Enterprise Service Management for all professional services.
• Engage with stakeholders across the university in workshops, sprint planning sessions, and technical discussions with developers.

Skills

Platform ownership

Stakeholder engagement

ITIL processes

Backlog management

ServiceNow

Tools

ServiceNow

Job description

LSE is committed to building a diverse, equitable and truly inclusive university

Data and Technology Services

Platform Owner (ServiceNow)

Salary from £53,949 pa to £62,160 pa inclusive with potential to progress to £69,073 pa inclusive of London allowance

This is a fixed term appointment for 1 year

The London School of Economics is a cosmopolitan university situated in the vibrant centre of London specialising in the study of social sciences. Our Data and Technology Services division provides services to 14,000 staff and student users.

The Platform Manager for ServiceNow will own the strategic roadmap and operational health of LSE’s ServiceNow platform, sitting within Digital Technology Services (DTS) and reporting into the Service Delivery leadership. The role brings together platform ownership, delivery management, and stakeholder engagement to ensure ServiceNow continues to evolve as the backbone of LSE’s Enterprise Service Management (ESM) capability.

The postholder will balance day-to-day platform demand with longer-term roadmap development, working across DTS and the wider institution to translate user needs into well-scoped, prioritised, and delivered platform improvements. They will play a central role in shaping how LSE gets value from ServiceNow as a platform that serves all professional services.

This is a hands‑on platform role that requires someone equally comfortable in a stakeholder workshop, a sprint planning session, or a conversation with a developer. The ideal candidate will have a strong grounding in service management principles, a track record of delivering platform improvements in complex organisations, and the credibility to influence at all levels.

Candidates Should Have

• Proven experience in a platform management or platform ownership role, ideally with direct experience of the ServiceNow platform in a large or complex organisation.
• Strong understanding of ITIL‑aligned service management processes, including incident, problem, change, request, and knowledge management.
• Demonstrated ability to manage a platform backlog, and deliver iterative improvements in a structured way.
• Experience engaging and influencing senior stakeholders, with the ability to translate strategic intent into clear platform requirements.

Familiarity with the higher education sector, or a similarly complex multi‑stakeholder environment, is desirable but not essential.

We offer an occupational pension scheme, generous annual leave, hybrid working, and excellent training and development opportunities.