ServiceNow Platform Owner (m/f/d) London

ICE Services; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid work (London)

Flexible hours

Training & development

Health initiatives

Company events

Holiday allowance

Job summary

ICE Services in London is seeking a hands-on Tech Lead for the ServiceNow platform. You will own architecture, upgrades, and integrations while guiding a small team and aligning work with business needs.

You’ll manage releases, SLAs, and security, and collaborate with stakeholders to turn requirements into practical solutions. This role is hands-on and requires clear communication with leadership.

Qualifications

• Experience as a tech lead or senior engineer who has owned a system.
• Hands-on ServiceNow development experience beyond admin work: apps, scripting, ACLs, Flow Designer, Integration Hub, REST APIs.
• Solid knowledge of instance management, upgrades, cloning, safe deployments, SLAs, ITSM processes and licensing.
• Ability to explain technical topics in plain language to senior leadership.
• Habit of writing things down.

Responsibilities

• Own the platform: architecture, data model, upgrades, platform health, access, licensing and security.
• Own the release process end-to-end, including testing, logging and rollback.
• Own SLAs, assignment rules, routing and business-critical automations, keeping them simple and recoverable.
• Build scoped apps, flows, portals and integrations, and extend outside ServiceNow when necessary.
• Guide a small team through code reviews, pairing and technical direction; maintain documentation and runbooks.
• Turn customer meetings into business requests and roadmaps; manage vendor and partner relationships.
• Work with stakeholders and act as Product Owner when needed.

Skills

Tech lead experience

ServiceNow development

REST APIs

ITSM processes

Cloning & upgrades

Tools

ServiceNow

Flow Designer

Integration Hub

Scripting in ServiceNow

Job description

ICE Services is a music technology company built by rightsholders, for rightsholders. We simplify the complexities of the music royalty chain through an innovative suite of licensing, processing, and copyright services, enabling our customers to accurately and efficiently compensate songwriters and composers for the use of their works.

A joint venture between PRS, STIM, and GEMA, ICE Services is the result of a big vision for the industry that harnesses years of combined experience in the multi-territory music market. Serving over 330,000 rightsholders and leveraging a copyright database comprising 55 million musical works, ICE Services’ operations touch 250+ territories to distribute more than €1bn in royalties per year, with a total of over €5bn distributed to date.

We’re based in the UK, Germany, and Sweden.

About the Role

For us ServiceNow is a product platform, not just a ticketing tool. On top of ITSM we run our own custom apps and workflows for internal operations, plus customer support workflows for music rights organisations across Europe. Integrations connect ServiceNow to AWS, GitHub Actions, Datadog and other systems. Most of it is business critical.

You'll be the technical lead of this team, and the owner of the platform. That means you’ll need to grow deep understanding how the existing workflows, integrations and custom artifacts work, keeping them up to date, and deciding how new changes can be embedded to reach production.

There are some green field areas, most of your time will go on configuration, troubleshooting, making technical decisions and keeping the platform and the custom apps healthy, so that internal and external stakeholders get work they can rely on. This means you'll need to be hands on.

Key Responsibilities:

• Own the platform in every respect: architecture, data model, upgrades, platform health, access, licensing and security (service accounts, roles, ACLs)
• Own the release process end to end, including testing, logging and rollback
• Own SLAs, assignment rules, routing and business critical automations, and keep them simple, recoverable and as close to out of the box as possible
• Build scoped apps, flows, portals and integrations, and be able to build outside ServiceNow when that's the better option
• Guide a small team through code reviews, pairing and technical direction, and make documentation and runbooks a normal part of the job
• Turn customer meetings into business requests and then into practical solutions, own the roadmap, and manage vendor and partner relationships
• Work with internal and external stakeholders, and act as Product Owner when needed

Requirements and Qualifications:

• Experience as a tech lead or senior engineer who has truly owned a system
• Hands on ServiceNow development experience, that goes beyond admin work: developed apps, scripting, ACLs, Flow Designer, Integration Hub, REST APIs
• Solid knowledge of instance management, upgrades, cloning, safe deployments, SLAs, ITSM processes and licensing
• Comfort picking up an existing setup, asking "why", and explaining technical topics in plain language to anyone, senior leadership included
• A habit of writing things down

Good to know

• This role probably isn't for you if you only want to work inside ServiceNow, don't want to deal with a heavily customised instance, would rather not be hands on anymore, or are looking to manage a large team.
• Working model: Hybrid, 1 day/week in our London office

What we offer:

• Competitive local benefits based on your location
• We promote flexible working regarding time and/or place
• Both mental and physical health initiatives
• Comprehensive training and development opportunities
• Industry insider events, team socials and company events
• Enhanced holiday allowance

We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic.
We are committed to making all stages of our recruitment process accessible to candidates with disabilities. Please speak to our recruitment team and we will work with you to make reasonable adjustments to ensure you can perform at your best throughout your application.