Service Now Platform Manager

Southern Water; Worthing; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Southern Water is seeking a Service Now Platform Manager in Worthing, hybrid (2 days per week). You will lead the Digital Corporate & Customer Application teams, delivering support, maintenance and projects within the Service Now estate.

The role focuses on defining, agreeing and delivering KPIs, forging close working relationships with business counterparts, and shaping the platform roadmap to meet strategic priorities.

Qualifications

• 10+ years' experience leading application delivery and support teams in a hybrid environment.
• Proven ability to motivate, grow and retain teams.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Lead the Digital Corporate & Customer Application teams across Service Now support, maintenance and projects.
• Define KPIs for the Service Now estate and align with business priorities.
• Collaborate with Application Managers to ensure platform meets and exceeds expectations.
• Drive a continuous improvement culture and best-practice models across the Functional Team.
• Engage Business Leads to understand strategy and prioritise workstreams.

Skills

ServiceNow

Platform Management

Team Leadership

Hybrid Work Model

Stakeholder Engagement

Education

Bachelor's degree in IT or related field

Job description

Closing Date: 2026-09-06

Job Title: Service Now Platform Manager

Location: Worthing, West Sussex (Hybrid - 2days pw)

Contract Type: Permanent

Hours: 37, Monday to Friday

Salary: £competitive (depending on skills and experience)

There has never been a more important time to join Southern Water. As we move through AMP8, we are delivering one of the most ambitious capital investment programmes in the industry, focused on improving environmental performance, service resilience and long-term affordability for customers.

About The Role

The primary task of the Service Now Platform Manager is to lead the Digital Corporate & Customer Application teams across support, maintenance and project initiatives within our Service Now estate.

This position is part of the Digital Corporate & Customer Leadership Group, and the incumbent will be responsible for defining, agreeing and delivering KPIs across Service Now. In addition, a key measure of success will be the ability to forge a close working relationship with their business counterparts.

What You Will Be Responsible For

• Develop, Motivate & ‘Grow’ the team to allow maximum utilisation and retention.
• Deliver a team that can Deliver, Support & Improve the core capabilities of the applications.
• Lead the Digital Corporate & Customer Functional Team, ensuring alignment with key core strategies and roadmaps.
• Work collaboratively with Application Managers to ensure overall Platform meets and exceeds expectations.
• Define good practice models across Functional Application team.
• Work closely with Business Leads to understand business strategy and priority.
• Work closely to with resource partners to understand resourcing model, flexibilities and opportunities.

What You’ll Bring To The Role

• Extensive (10+ years) practical experience working and leading application delivery & support teams within a hybrid working model (permanent, contract & partner resources).
• Excellent Team leadership skills ensuring growth, succession & retention planning.
• Budget Management and commercial acumen.
• Ability to both lead & support the delivery of a Digital Roadmap within Customer & Corporate Platform.
• Excellent communication and interpersonal skills and the ability to engage in cross-functional team collaborations and interact with business colleagues across all hierarchical levels.
• Proven exceptional Functional & Business Process Understanding of Service Now.

Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation.

Our Commitment to Diversity

We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.

At Southern Water, we believe diverse perspectives drive innovation. If you’re passionate about making a positive impact and think you can bring value to our team, we’d love to hear from you—even if you don’t tick every box. Your unique skills and experiences could be exactly what we need.

Additional Information

In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years.

Appointment to this role is subject to the successful completion of all preemployment checks, including security vetting.

Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting, which may involve providing additional documentation.