ServiceNow Platform Engineering Manager

BT Group; Salford; Hybrid; GBP 75,000 - 100,000; Full time

Job summary

A leading company is seeking a ServiceNow Platform Engineering Manager to oversee its Centre of Excellence. This strategic role involves leading a high-performing team and managing a substantial budget while driving innovation across the organization. Candidates should demonstrate strong leadership, project management, and financial acumen to enhance service delivery and integrate solutions effectively.

Benefits

Competitive salary

25 days annual leave plus bank holidays

15% on target bonus

Company car cash allowance

Life Assurance

Pension scheme

Private Medical cover

Direct share scheme

50% off EE mobile plans

Exclusive colleague discounts on BT broadband packages

Qualifications

• Experience in leading engineering teams, especially in a ServiceNow context.
• Strong ability to communicate with senior stakeholders.
• Demonstrated problem-solving capabilities and financial management skills.

Responsibilities

• Lead the ServiceNow Platform CoE team and manage approximately 25 FTEs.
• Meet budget targets and influence the wider ServiceNow budget.
• Establish strong stakeholder relationships and manage project delivery.

Skills

Inclusive Leadership

Talent Management

Agile Methodology

Problem Solving

Project Management

Communication

Financial Acumen

Job description

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ServiceNow Platform Engineering Manager, Salford

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Client:

BT Group

Location:

Salford, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

Job Views:

6

Posted:

25.06.2025

Expiry Date:

09.08.2025

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Job Description:

Hybrid 3 days a week together out of our Manchester, Leeds, Birmingham, Bristol, Belfast, or London offices (flexible 2 days remote wherever).

Why This Job Matters

The ServiceNow Platform is a pivotal and strategic digital asset that underpins the entire BT ecosystem, from customer interactions to colleague support, and from Networks to HR. It is at the core of our digital transformation efforts across multiple areas within BT, enhancing how we deliver services and support to both our customers and colleagues.

In this role, you will lead and be accountable for all aspects of the pan-BT Centre of Excellence (CoE) for ServiceNow within BT Digital. The CoE is the custodian of BT’s strategic ServiceNow Platform, providing support and guidance to multiple federated squads that deliver tailored solutions for specific business areas. This position is crucial in driving innovation and ensuring the seamless integration and operation of the ServiceNow Platform across the organisation.

What You’ll Be Doing – Your Accountabilities

Lead the ServiceNow Platform CoE Team:You will be responsible for recruiting, retaining, and developing a high-performing team across engineering, SRE, QA, delivery, data quality, and solution architecture. This includes managing approximately 25 full-time employees and 150 partner FTEs.

Meet CoE Targets:You will be accountable for meeting headcount, OpEx, and CapEx targets with a total annual budget of approximately £4-5M. Additionally, you will influence the wider ServiceNow budget.

Stakeholder Relationships:You will maintain strong relationships with key stakeholders, including leads for each federated team, key partners, and ServiceNow.

Evaluate Requirements:You will assess requirements across various value streams (Customer Operations, Digital & Network Operations, Security Operations) to determine necessary implementations in the service assurance domain.

Focus on Objectives and Risk Management:You will ensure CoE and programme objectives are met, manage risks, realise benefits, and address relevant dependencies. You will also unblock obstacles to ensure on-time delivery of projects.

Partner with Enterprise Architecture:You will align the delivery roadmap, unit strategy, and budget with the enterprise architecture roadmap.

Programme Governance:You will oversee the overall CoE programme governance, ensuring alignment and coordination across various deliveries from different federated delivery teams.

Platform Roadmap: You will identify and define capabilities required for the platform roadmap to ensure strategic alignment and future growth.

The Skills You’ll Need to Succeed

Inclusive Leadership:Leverage diverse and inclusive thinking to maximise the effectiveness and success of teams, policies, practices, and products.

Talent Management:Inclusively identify, develop, and retain talented employees to support the effectiveness of the organisation. Facilitate activities and opportunities that get the best out of talented employees.

Growth Mindset:Believe that talent, ability, and skills can be developed through a commitment to continuous learning and reflection.

Decision Making:Gather information, analyse different scenarios, assess alternative resolutions, and reach a decision.

Be Agile:Lead collaborative ways of working and continuous improvement. Encourage their adoption where necessary to deliver the best results for the customer.

Solution Architecture & Engineering:Develop solutions that fit within the enterprise architecture in terms of information architecture, system portfolios, and integration requirements.

Problem Solving:Identify, investigate, and resolve problems by gathering necessary information, formulating and verifying hypotheses, determining root causes, and selecting and implementing appropriate solutions.

Project/Programme Management:Handle a project or portfolio of projects as they progress through the typical stages of the project lifecycle, including initiation, planning, execution, and closure.

Communication Ability with Senior Stakeholders:Express ideas, explanations, or opinions in a way that is appropriate to the situation, understandable to the audience, and demonstrates a constructive, assured, and non-confrontational manner. Put forward cogent and structured arguments to gain buy-in and influence decisions, maintaining composure in doing so.

Financial Acumen:Apply financial knowledge to the financial management of your work area, project, programme, business case, or contract.

Experience You’d Be Expected to Have

Led a Cost Reduction Effort:Demonstrates financial acumen and decision-making skills.

Strong Engineering and Technical Leadership:Tied to solution architecture & engineering and project/programme management.

Ability to Handle Multi-Product and Multi-Vendor Stakeholders:Reflects inclusive leadership and communication ability with senior stakeholders.

Handled a Difficult People Issue Well (Redundancy, Disciplinary, Re-organisation):Shows talent management and problem-solving skills.

Created a Recovery Plan for a Struggling Part of the Business:Demonstrates problem-solving and project/programme management skills.

Communicated BT's Business Strategy to Multiple Audiences:Reflects communication ability with senior stakeholders and decision-making skills.

Worked Extensively at a Senior Level and Managed Senior Stakeholders:Shows inclusive leadership, communication ability with senior stakeholders, and decision-making skills.

Preferred:

Showcased Expertise on a Project or Led a Project Outside Core Areas:Demonstrates growth mindset and be agile skills.

Collaborated on a New Project with a Recognised Expert:Reflects inclusive leadership and be agile skills.

Managed a Rapidly Growing Team or Part of the Business:Shows talent management and project/programme management skills.

Allocated and Directed a Budget for Part of the Business:Demonstrates financial acumen and decision-making skills.

Managed a Team of Employees from Different Locations or Regions:Reflects inclusive leadership and communication ability with senior stakeholders.

• Competitive salary
  25 days annual leave (plus bank holidays)
  15% on target bonus
  Company car cash allowance
  Life Assurance
  Pension scheme
  Private Medical cover
  Direct share scheme
  50% off EE mobile pay monthly or SIM only plans
  Exclusive colleague discounts on our latest and greatest BT broadband packages
  BT TV with TNT Sports and NOW Entertainment
  50% discount for friends and family on EE SIM Only plans & airtime element off a Flex Pay plan

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.