ServiceNow Platform Lead

CityFibre; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Flexible benefits package

Generous annual leave

Private medical insurance

Health cash plans

Family-friendly policies

Job summary

CityFibre is recruiting a ServiceNow Platform Lead in London for a hybrid role. You will own the enterprise ServiceNow platform, shaping strategy, governance and lifecycle while collaborating with Architecture, Data and senior stakeholders to scale and optimise delivery.

You’ll drive automation, AI enhancements and cost efficiency within a telecoms environment, leading multi-team efforts and delivering measurable business value.

Qualifications

• Experience owning enterprise ServiceNow platforms within a telecoms organisation.
• Strong governance and multi-team delivery experience.
• Extensive knowledge of ServiceNow architecture (ITSM/ITOM) including integrations and data models.
• Ability to influence senior stakeholders and align platform strategy with business priorities.
• Understanding of cost optimisation and platform ROI.

Responsibilities

• Own end-to-end ServiceNow platform strategy, governance and lifecycle management.
• Drive platform performance, adoption and cost efficiency using data.
• Lead multi-team delivery across a complex enterprise environment.
• Shape platform architecture, integrations and data strategy.
• Ensure telecom-specific processes align with enterprise architecture and other systems.
• Embed automation and AI capabilities to improve efficiency and user experience.

Tools

ServiceNow

Job description

Job Description

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in London at least two days a week. As the UK’s largest independent full fibre network and wholesale platform of choice, we’re busy setting new standards for what digital infrastructure can and should be.

Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives. At CityFibre, you’ll be part of something bigger, helping to build a better-connected Britain, together.

Joining us as a ServiceNow Platform Lead

This is a rare opportunity to take ownership of a complex, enterprise-scale ServiceNow platform within a leading telecommunications environment at a pivotal stage of its evolution. Direct Telecommunications industry experience is an essential requirement for this role. Due to the complexity of our operational, OSS/BSS and customer environments, we will only consider applications from candidates with direct experience working within a telecommunications organisation. Applications from candidates whose experience has been gained solely in other industries will not be progressed, regardless of ServiceNow expertise.

You’ll shape the strategy, governance and long-term direction of the platform, improving performance, driving adoption and unlocking greater value through automation and AI. Working closely with Enterprise Architecture, Data and senior business stakeholders, you'll ensure the platform is scalable, optimised and aligned to our wider technology vision. This role combines platform ownership, architectural leadership and service optimisation, offering the chance to influence both immediate delivery and long-term transformation within a fast-paced telecommunications business. You’ll receive a competitive salary, a performance related bonus and a flexible benefits package.

This is some of what you can expect to be doing:

• Owning the end-to-end ServiceNow platform, including strategy, roadmap, governance and lifecycle management
• Driving platform performance, adoption and cost efficiency, using data to continuously optimise and improve service delivery
• Leading multi-team delivery across a complex, enterprise environment, ensuring quality, consistency and scalable solutions
• Shaping platform architecture, integrations and data strategy, ensuring alignment with Enterprise Architecture and wider systems
• Ensuring the platform supports telecommunications‑specific processes, operational workflows and integrations, including alignment with complex operational and customer systems
• Embedding automation and AI capabilities to improve efficiency, service outcomes and user experience

What You’ll Bring To The Role

You’ll bring a blend of strategic leadership, platform ownership, and deep ServiceNow expertise, with the ability to influence direction while delivering at scale. You’ll also have:

• A proven track record of owning and evolving enterprise ServiceNow platforms within a Telecommunications organisation, delivering measurable business value
• Strong experience in platform strategy, governance and multi-team delivery within complex organisations
• Extensive experience working within the Telecommunications industry. You must have experience supporting telecoms platforms, processes, systems and integrations within a telecommunications organisation
• Strong knowledge of ServiceNow architecture and core modules (for example ITSM and ITOM), including integrations and data models
• The ability to influence senior stakeholders and align platform strategy to business and architectural priorities
• Strong commercial awareness, including cost optimisation, vendor management and platform ROI

Life at CityFibre

Everyone deserves to feel heard, valued and truly included. Working alongside our Employee Communities, we’re committed to creating a workplace where people feel a genuine sense of belonging and pride in what they do. That’s why we’re proud to be a Times Top 50 Employer for Gender Equality, endorsed by WORK180, a Disability Confident Leader, a Care Leaver Friendly Employer, and a signatory of the Armed Forces Covenant Gold Award.

We’ll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life – including generous annual leave (with an extra day off on your birthday), private medical insurance, health cash plans and family‑friendly policies.

Find out more about our culture, communities and benefits on our careers site.

Additional Information

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at [e-mail]. We want to help!