Senior ServiceNow Software Engineering Manager

BT Group; London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior ServiceNow Software Engineering Manager to lead a dynamic team in transforming digital journeys. This role is pivotal in driving innovation through ServiceNow, enhancing customer and colleague experiences, and ensuring compliance with business standards. You will spearhead a talented group of experts, focusing on strategic technology initiatives and service delivery enhancements. If you are passionate about leveraging technology to create impactful solutions and thrive in a hybrid work environment, this opportunity is perfect for you.

Benefits

Annual bonus of 15%

Car allowance of £5500

Private healthcare

Pension scheme

Life assurance

Employee discounts

Flexible leave

Volunteering days

Electric vehicle salary sacrifice scheme

Qualifications

• Experience with ServiceNow modules and integration patterns.
• Knowledge of ServiceNow best practices and design architecture.

Responsibilities

• Defining the ServiceNow roadmap and leading teams.
• Transforming service experiences for colleagues and customers.

Skills

ServiceNow thought leadership

Team leadership

Transformation leadership

Telco expertise

Strategic vision

Tools

ServiceNow CSM

ServiceNow ITSM

ServiceNow ITOM

Job description

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Senior ServiceNow Software Engineering Manager

Posting Date: 2 May 2025

Function: Software Engineering

Unit: Digital

Location:

1 Braham Street, London, United Kingdom

This role can be based out of our London or Manchester digital hubs. We have a hybrid working model of 3 days in the office and 2 days remote.

Why this job matters

At BT, we are undergoing a significant end-to-end transformation of our business, focusing on transforming journeys and technology through process, IT, and network changes.

This transformation is underpinned by ServiceNow, which aims to improve customer and colleague experiences, support revenue growth, enhance customer retention, maintain cost competitiveness, ensure financial compliance, and evolve BT in line with market demands.

This role leads the ServiceNow engineering team responsible for a team of 120 experts across CSM, ITSM, ITOM, and setting the ServiceNow roadmap for the business. It involves recruiting ServiceNow expertise, establishing standards, and ensuring quality.

The role offers a chance to drive tangible change through digitalization of internal and customer journeys, leveraging AI technology, and automating processes to provide high-speed, always-on services benefiting customers.

What you’ll be doing

• Defining the ServiceNow roadmap and leading teams to deliver on this vision.
• Facilitating service technical deliveries, focusing on ServiceNow.
• Transforming service experiences for colleagues and customers.
• Enhancing end-to-end technology for service delivery.
• Ensuring technology supports business compliance with financial and audit requirements.
• Partnering with ServiceNow and co-creating transformative initiatives.
• Providing guidance to the ServiceNow engineering team and collaborating with the wider Enterprise Architecture organization.

Skills and Experience

• ServiceNow thought leadership: Demonstrating how SN supports BT agents and customers, enabling impactful, end-to-end outcomes.
• Team leadership: Leading an expert team to solve business challenges efficiently and with high quality.
• Transformation leadership: Managing IT or digital programs with measurable outcomes.
• Telco expertise: Knowledge of product or technology in telecommunications.
• Strategic vision: Creating and executing long-term technology strategies aligned with business needs.

Must have experience

• Experience with ServiceNow CSM, ITSM, ITOM modules and integration patterns.
• Experience in design and architecture.
• Knowledge of ServiceNow best practices.
• Partner and vendor management experience.

Nice to have

• Experience in operational service environments.
• Experience making complex technology decisions in ambiguous settings.
• Experience working with agile teams and delivery cycles.
• Understanding of commercial objectives.
• Experience leading diverse, multi-functional teams.

Benefits include an annual bonus of 15%, a car allowance of £5500, private healthcare, pension scheme, life assurance, employee discounts, flexible leave, volunteering days, and a new electric vehicle salary sacrifice scheme.

Leadership qualities:

Inward focus: Leading inclusively and safely, owning outcomes.

Outward focus: Delivering for customers, being commercially savvy.

Future orientation: Embracing growth mindset and building future-ready teams.