Senior ServiceNow Software Engineering Manager

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

Job summary

An innovative telecommunications company is seeking a Senior ServiceNow Software Engineering Manager to lead a team of experts in transforming digital services. This role is pivotal in driving the ServiceNow roadmap, ensuring compliance, and enhancing customer experiences. With a hybrid working model, you will oversee initiatives that leverage AI and automate processes for efficiency. Join a forward-thinking organization that values leadership and strategic vision, and be part of an exciting journey towards digital transformation.

Benefits

Annual bonus up to 15%

Car allowance (£5500/year)

Private healthcare

Pension

Life assurance

Employee discounts

Paid volunteering days

Support for working parents

Electric vehicle salary sacrifice

Qualifications

• Proven experience in leading high-performing teams in ServiceNow.
• Expertise in ServiceNow modules and integrations.

Responsibilities

• Define and execute the ServiceNow roadmap to enhance services.
• Drive digital transformation initiatives leveraging AI.

Skills

Leadership in ServiceNow

Digital Transformation Projects

Telco Industry Knowledge

Strategic Technology Planning

Tools

ServiceNow CSM

ServiceNow ITSM

ServiceNow ITOM

Job description

Senior ServiceNow Software Engineering Manager

Join to apply for the Senior ServiceNow Software Engineering Manager role at BT Group.

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

BT is undergoing a comprehensive E2E transformation involving process, IT, and network change. ServiceNow is a key technology in this transformation, aiming to enhance customer and colleague experiences, support revenue growth, improve retention, and ensure cost efficiency and compliance.

This role leads a team of 120 ServiceNow experts across CSM, ITSM, and ITOM, responsible for the ServiceNow roadmap, standards, quality assurance, and team recruitment.

You will drive digital transformation initiatives, leverage AI, and automate processes to deliver high-speed, reliable services.

What You’ll Be Doing

• Define and execute the ServiceNow roadmap.
• Support service delivery, focusing on ServiceNow.
• Transform both colleague and customer journeys.
• Improve end-to-end technology for services.
• Ensure technology aligns with compliance and audit requirements.
• Partner with ServiceNow and other teams to innovate.
• Guide the ServiceNow engineering team and collaborate with the EA organization.

Skills And Experience

• Thought leadership in ServiceNow, supporting BT's agents and customers.
• Proven team leadership in high-performing environments.
• Experience leading IT or digital transformation projects.
• Telco industry knowledge, either product or technology-focused.
• Strategic vision with experience in long-term technology planning.

Must Have Experience

• Expertise in ServiceNow CSM, ITSM, ITOM modules, and integrations.
• Design and architecture experience.
• Knowledge of ServiceNow best practices.
• Partner and vendor management skills.

Nice to have

• Experience in operational service environments.
• Decision-making in ambiguous, complex tech settings.
• Agile team working experience.
• Understanding of commercial objectives.
• Experience leading diverse, multi-functional teams.

Benefits

• Annual bonus up to 15%.
• Car allowance (£5500/year).
• Private healthcare, pension, life assurance, share scheme.
• Employee discounts, mobile plans, TV, and other perks.
• Paid volunteering days, support for working parents, and electric vehicle salary sacrifice.

Leadership Standards

We value inclusive, safe leadership, ownership of outcomes, customer focus, commercial awareness, growth mindset, and building future-ready teams.

Additional Details

• Employment type: Full-time
• Job function: Engineering and IT
• Industry: Telecommunications