ServiceNow Platform Owner (Ref: 197587)

Forsyth Barnes Consultancy; Hemel Hempstead; On-site; GBP 67,000 - 80,000; Full time

Benefits offered by this job

Car allowance

Private medical insurance

Pension

Flexible benefits

Job summary

Forsyth Barnes Consultancy seeks an experienced ServiceNow Platform Owner to lead strategic direction, governance, and evolution of our ServiceNow estate across multiple client environments. You will shape platform vision, drive measurable business outcomes, and ensure alignment with roadmaps and client objectives.

Reporting to senior stakeholders, you will oversee governance, operating models, and cross-functional collaboration to maximise value and enable innovation across complex,

Qualifications

• Senior leadership in platform strategy and governance.
• Experience aligning ServiceNow capabilities with business goals.
• Proven track record delivering measurable value across multiple estates.

Responsibilities

• Define, own, and evolve strategic vision for ServiceNow platforms across client estates.
• Lead governance forums and decision-making across environments.
• Oversee demand management, roadmap planning, and investment decisions.
• Drive platform adoption, value realisation, and continual improvement.
• Collaborate with architects, delivery teams, and stakeholders to ensure outcomes.

Skills

Leadership

Governance

Platform strategy

Stakeholder management

ServiceNow ITSM

ITOM

Customer environments

Multi-client environments

Job description

About Us

We are looking for an experienced ServiceNow Platform Owner to lead the strategic direction, governance, and continual evolution of our ServiceNow platform estate across multiple client environments.

This is a high-profile leadership role operating at the intersection of business strategy and technology delivery. You will be responsible for shaping platform vision, driving measurable business outcomes, and ensuring that ServiceNow capabilities are aligned to both client objectives and the broader ServiceNow roadmap.

Working closely with senior client stakeholders, architects, delivery teams, and operational leaders, you will play a critical role in maximising platform value, enabling innovation, and ensuring the successful operation of complex, multi-instance ServiceNow environments.

Candidates must have eligibility for SC.

Job Description

Platform Strategy & Value Realisation

• Define, own, and evolve the strategic vision for ServiceNow platforms across multiple client estates.
• Align platform capabilities with business goals, transformation programmes, and client priorities.
• Identify opportunities to extend platform adoption into new workflows, business functions, and use cases.
• Drive measurable value realisation through outcome-focused delivery, ROI tracking, and continual optimisation.
• Maintain alignment with the ServiceNow product roadmap and champion adoption of new capabilities where beneficial.

Leadership & Stakeholder Management

• Provide leadership across multidisciplinary teams including architecture, development, support, and service delivery functions.
• Act as a trusted advisor to senior internal and client stakeholders on platform strategy and governance.
• Foster collaboration between business, technical, and operational teams to deliver shared outcomes.
• Lead strategic governance forums and decision-making processes across multiple customer environments.
• Create a culture of innovation, accountability, and continuous improvement.

Platform Governance & Operating Model

• Establish and maintain governance frameworks that ensure consistency, compliance, and control across all ServiceNow instances.
• Define scalable operating models that balance standardisation with client-specific requirements.
• Oversee demand management, prioritisation, roadmap planning, and investment decisions.
• Ensure platform governance aligns with wider enterprise architecture and ICT governance frameworks.

Service Ownership & Continuous Improvement

• Maintain ownership and oversight of ServiceNow service performance across all managed environments.
• Drive standardisation, platform reuse, and technical debt reduction initiatives.
• Lead service improvement programmes informed by performance data, stakeholder feedback, and changing business needs.
• Champion ServiceNow and industry best practices across all platform activities.

Key Responsibilities

• Proven experience in a senior ServiceNow leadership position such as Platform Owner, Product Owner, Service Owner, or similar.
• Strong understanding of ServiceNow platform architecture and capabilities, including areas such as ITSM, ITOM, CSM, and HRSD.
• Experience managing complex multi-client, multi-instance, or domain-separated environments.
• Demonstrable success defining platform strategy, governance frameworks, and operating models.
• Strong service management, governance, and continual improvement expertise.
• Experience aligning technology platforms to organisational objectives and delivering measurable business outcomes.

Benefits

Salary - £67,000 to £80,000 plus £6,600 car allowance and a up to a 10% bonus.

Private medical insurance, life assurance, pension, and generous flexible benefits fund.