Service Design Lead - Itsm Platform

Sse Enterprise; Reading; Hybrid; GBP 52,000 - 77,000; Full time

Benefits offered by this job

Private healthcare discounts

Gym membership discounts

Online GP and counselling services

Cycle to Work scheme

Tech & transport loans

Job summary

SSE is seeking a Service Design Lead for the ITSM Platform to provide technical leadership on the ServiceNow platform, defining design standards and governance to ensure scalable, sustainable solutions aligned to an out-of-the-box first approach.

You will lead design assurance, platform health and continuous improvement across the ServiceNow estate, working with product owners, developers and delivery partners. The role supports a hybrid work pattern with base locations including Reading.

Qualifications

• Extensive experience designing, governing and supporting enterprise-scale ServiceNow platforms.
• Strong knowledge of ITSM, configurations and releases in ServiceNow.
• Excellent stakeholder management and communication skills.

Responsibilities

• Define and maintain ServiceNow platform design standards, configuration guardrails and architectural principles.
• Lead technical design reviews for major changes and new capabilities.
• Champion an out-of-the-box first approach to minimise customisation and technical debt.
• Provide technical leadership to product owners, module owners, developers and partners.
• Drive platform health, upgrade readiness and continuous improvement across the ServiceNow estate.
• Represent platform design decisions in governance forums and transformation programmes.

Skills

ITSM expertise

Stakeholder management

Communication

Problem solving

ITIL knowledge

Tools

ServiceNow

Job description

Service Design Lead - ITSM Platform

• Job Number: 559200
• Closing at: Nov 5 2026 - 23:55 GMT

Base Location: You'll be expected to spend 50% of your working week in one of the following locations : Glasgow, Perth, Reading or Havant

Salary: £51,600 - £77,400 + performance-related bonus and a range of benefits to support your finances, wellbeing and family.

Working Pattern: | Permanent |Full Time

The Role

The Service Design Lead - ITSM Platforms provides technical leadership for SSE’s ServiceNow platform, defining design standards and governance that ensure solutions are scalable, sustainable and aligned to an out of the box first approach. Working with product owners, development teams and delivery partners, the role drives design assurance, platform health and continuous improvement across the ServiceNow estate.

You Will

• Define and maintain ServiceNow platform design standards, configuration guardrails and architectural principles.
• Lead technical design assurance reviews for major platform changes, enhancements and new capabilities.
• Champion an out-of-the-box first approach, minimising customisation and reducing technical debt.
• Provide technical leadership and guidance to product owners, module owners, developers and delivery partners.
• Drive platform health, upgrade readiness and continuous improvement across the ServiceNow estate.
• Represent platform design decisions and provide technical assurance within governance forums and transformation programme

You Have

• Extensive experience designing, governing and supporting enterprise-scale ServiceNow platforms.
• Strong knowledge of ServiceNow configuration, data models, integrations and release management practices.
• Proven experience delivering out-of-the-box led solutions and improving platform sustainability.
• Experience leading technical design reviews and providing assurance across complex change initiatives.
• Strong understanding of ITSM, ITIL and ServiceNow platform lifecycle management.
• Excellent stakeholder management, communication, analytical and problem-solving skills.

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're building the world's largest offshore wind farm. Transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline.

Our IT division powers growth across all SSE business areas by making sure we have the systems, software and security needed to take the lead in a low carbon world. They provide expertise, advice and day-to-day support in emerging technologies, data and analytics, cyber security and more.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

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