ServiceNow ITOM Senior Technical Lead

NatWest Group; Manchester; On-site; GBP 90,000 - 140,000; Full time

Job summary

NatWest Group is seeking a ServiceNow ITOM Senior Technical Lead in Manchester to own the end-to-end technical solution, architecture, and implementation approach for ITOM. You will provide technical leadership, governance, and oversight across the solution lifecycle, supporting engineering teams and removing blockers to ensure delivery success.

This hands-on, delivery-focused role requires collaboration with stakeholders to align product roadmaps, respond to feedback, resolve production issues,

Qualifications

• Experience in software development or automation scripting (Python or Shell).
• Strong infrastructure as code experience with modern tooling.
• Ability to articulate technical concepts to peers and customers clearly.
• Experience with ServiceNow ITOM in highly regulated environments, especially financial services.

Responsibilities

• Own end-to-end technical solution, architecture and implementation approach for ITOM.
• Provide technical leadership, governance and oversight across the solution lifecycle.
• Contribute to engineering activities and ensure successful technical delivery of ITOM capabilities.
• Lead design, engineering and delivery of ITOM capabilities.
• Review key technical decisions and maintain architecture standards.

Skills

Communication

Collaborative

Agile

Public speaking

Tools

ServiceNow ITOM

CSA

CIS-DF

CIS-D

CIS-SM

CAD

Unix/Linux/Windows

Shell scripting

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