ServiceNow ITOM Senior Technical Lead

NatWest Group; Greater London; On-site; GBP 90,000 - 150,000; Full time

Job summary

NatWest Group is seeking a ServiceNow ITOM Senior Technical Lead to own end-to-end technical solutions, providing architecture direction and delivery leadership. You’ll guide engineering teams, remove blockers and ensure technical delivery aligns with security and operational standards.

You will design ITOM capabilities, review technical decisions, maintain architecture standards (CSDM), and drive platform upgrades while sharing best practices within the community.

Qualifications

• Experience in software development or automation scripting (Python or Shell).
• Strong experience with infrastructure as code via tooling.
• Experience supporting ServiceNow ITOM in regulated environments (financial services).

Responsibilities

• Lead design, engineering and delivery of ITOM capabilities.
• Review and approve key technical decisions and engineering standards.
• Define and maintain architecture standards, including CSDM alignment.
• Ensure solutions align with product strategy and validate platform upgrades and releases.
• Create and participate in a community of practice sharing learnings.
• Use market insights to drive product features.
• Collaborate with stakeholders to develop product roadmaps and lifecycle management.

Skills

ServiceNow ITOM

Technical leadership

Python

Shell scripting

Infrastructure as Code

Agile methodologies

Architecture design

Release Train

Communication

Job description

Join us as a ServiceNow ITOM Senior Technical Lead

• You'll own the end-to-end technical solution, architecture and implementation approach, ensuring alignment with the bank's technical, operational and security standards
• You'll provide technical leadership, direction, governance and oversight across the solution lifecycle, supporting engineering teams, removing blockers and ensuring appropriate ownership of complex technical issues
• This is a hands-on, delivery-focused technical leadership role where you'll contribute to engineering activities and be accountable for the successful technical delivery of strategic ITOM capabilities

What you'll do

As an ServiceNow ITOM Senior Technical Lead, you’ll contribute to and manage the selection, creation and maintenance of technologies required to meet the needs of our customers, strategic targets and architecture outcomes, along with developing products using modern engineering practices and tools.

We’ll look to you to collaborate with stakeholders to develop product roadmaps and manage the lifecycle of the products and support engineered products to respond to customer feedback, new feature requests, resolve production issues and help customers consume our products.

Additionally, you’ll:

• Take a lead role in designing, engineering and delivering ITOM capabilities
• Review, contribute to and approve key technical decisions, designs and engineering standards
• Define and maintain architecture standards, including CSDM alignment
• Ensure solutions support the product strategy and provide technical validation and oversight for platform upgrades, releases and major feature deployments
• Create and participate in a community of practice, sharing learnings and best practice with the community
• Use market insights to introduce innovative ideas and driving the delivery of those through product features

The skills you'll need

To thrive in this role, you’ll have experience in software development or automation scripting such as Python or Shell, with an understanding of the software development lifecycle. You’ll also have a strong experience in utilising modern infrastructure as code via tooling.

We’re looking for a strong collaborative communicator who can articulate technical concepts clearly to peers and customers. We’ll also expect you to have a strong understanding of Agile working practices and toolsets with the ability to create the vision for the Release Train, feature team, platform and domain. You will also have experience of supporting ServiceNow ITOM within highly regulated environments, including financial services.

Furthermore, you’ll need:

• ServiceNow certifications including CSA (Certified System Administrator), CIS-DF (Data Foundations – CMDB/CSDM), CIS-D (Discovery), CIS-SM (Service Mapping) and CAD (Certified Application Developer)
• Strong networking fundamentals, including TCP/UDP, routing protocols and subnetting
• Basic-to-intermediate systems administration experience across Unix, Linux and Windows environments, including user permissions and shell scripting
• The ability to explore multiple approaches and seek new ideas from different sources to overcome barriers and generate innovative solutions to be the best for our customers