Technical ServiceNow Service Manager (SC Cleared)

Stott and May Inc.; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Stott and May Inc. is seeking an experienced Technical ServiceNow Service Manager (SC Cleared) to own and manage a critical ServiceNow platform within a secure environment. The role combines platform ownership, service management, incident leadership and stakeholder engagement.

You will lead incident, problem and change activities, coordinate major incident responses, and act as the technical authority for enhancements, upgrades and integrations, with on-call duties outside normal hours.

Qualifications

• Active SC Clearance is required.
• Extensive ServiceNow administration and platform management experience.
• Experience managing live enterprise production services.
• Strong background in Service Management and Major Incident Management.
• Knowledge of ITIL processes and best practices.
• Experience overseeing ServiceNow releases, upgrades and integrations.
• Excellent stakeholder management and communication skills.

Responsibilities

• Own the ServiceNow platform and services.
• Manage performance, availability, SLAs, and continual improvement.
• Provide ServiceNow development expertise when required.
• Lead Incident, Problem and Change Management activities.
• Coordinate major incident response and resolution.
• Act as technical authority for enhancements, upgrades, and integrations.
• Produce service reporting, governance artefacts.
• Participate in an on-call rota and escalation for critical incidents.

Skills

SC Clearance

ServiceNow admin

Platform management

Incident management

Service Management

ITIL knowledge

Releases & upgrades

Stakeholder communication

Job description

Technical ServiceNow Service Manager (SC Cleared) Developer and Service Manager

Overview

We are seeking an experienced Technical ServiceNow Service Manager with active SC Clearance to own and manage a critical ServiceNow platform within a secure enterprise environment.

The role combines technical platform ownership, service management, incident leadership and stakeholder engagement, ensuring the ServiceNow service remains secure, stable and continuously improved. Participation in an on-call rota for major incidents is required.

Key Responsibilities

• Own the ServiceNow platform and associated services.
• Manage service performance, availability, SLAs and continual improvement initiatives.
• Provide ServiceNow Development expertise when required
• Lead Incident, Problem and Change Management activities.
• Coordinate and lead major incident response and resolution.
• Act as the technical authority for ServiceNow enhancements, upgrades and integrations.
• Work with technical teams and stakeholders to deliver platform improvements.
• Produce service reporting, documentation and governance artefacts.
• Participate in an out-of-hours on-call rota and act as an escalation point for critical incidents.

Essential Skills & Experience

• Active SC Clearance.
• Strong ServiceNow administration and platform management experience.
• Experience managing live production services in an enterprise environment.
• Proven background in Service Management and Major Incident Management.
• Knowledge of ITIL processes and best practice.
• Experience overseeing ServiceNow releases, upgrades and integrations.
• Excellent stakeholder management and communication skills.

Desirable

• ServiceNow CSA and/or CAD certifications.
• ITIL Foundation (or higher).
• Experience within Government, Defence or other regulated environments.
• Knowledge of ITSM, ITOM and ServiceNow development best practices.

Candidate Profile

A proactive ServiceNow specialist with a strong blend of technical expertise and service management experience, capable of leading operational service delivery, driving continuous improvement and managing critical incidents in a secure environment.