Senior ServiceNow Software Engineering Manager

TN United Kingdom; London; On-site; GBP 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Senior ServiceNow Software Engineering Manager to lead transformative initiatives in London. In this dynamic role, you will define the ServiceNow roadmap while guiding expert teams to enhance both colleague and customer journeys. Your strategic vision will be crucial in aligning technology with business needs, ensuring compliance, and driving impactful outcomes. Join a forward-thinking organization where your leadership and expertise in ServiceNow will shape the future of service delivery and operational excellence.

Qualifications

• Proven experience in leading ServiceNow teams and defining technology roadmaps.
• Strong background in transforming service journeys for customers and colleagues.

Responsibilities

• Lead ServiceNow teams to deliver on the defined roadmap and vision.
• Drive IT and digital programs with measurable outcomes.

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, London

Client: BT Group

Location: London, United Kingdom

Job Category: -

EU work permit required: Yes

Job Reference: 7b0fad43d119

Job Views: 5

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

What you’ll be doing

• Defining the ServiceNow roadmap & leading ServiceNow teams to deliver on that vision.
• Helping to unblock service technical deliveries with specific focus on ServiceNow.
• Transforming service for both colleague (journeys) and customer (self-serve) journeys.
• Improving technology E2E for service.
• Ensuring we have the right technology to enable Business compliance to our financial & audit requirements.
• Partnering with SN & co-creating on initiatives that will transform Business.
• Providing the SN engineering team with guidance & working with the wider EA org to establish the role of SN in wider architecture.

Skills and Experience

• ServiceNow thought leadership: demonstrating how SN can support BT agents & customers, leveraging the tool for impactful, end-to-end outcomes.
• Team leadership: guiding an expert team to solve business outcomes efficiently and with high quality.
• Transformation leadership: driving IT or digital (self-serve) programs with measurable outcomes.
• Telco expertise: product or technology background.
• Strategic vision: creating & executing long-term technology strategies aligned with business needs.

Must have experience

• Experience with ServiceNow CSM, ITSM, ITOM modules and integration patterns.
• Experience with design and architecture.
• Experience with SN best practices.
• Partner and Vendor management.

Nice to have

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