ServiceNow Manager

BT Group; Bengaluru; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

BT Group seeks an Engineering & AI leader in Bengaluru to drive AI-driven product development across the PDLC, while ensuring scalable platform engineering and strong governance. You will provide technical direction, oversee SDLC and production stability, and champion responsible AI practices across multiple teams.

The role demands deep leadership, alliance-building with senior stakeholders, and a track record of delivering measurable improvements in complex environments.

Qualifications

• Proven leadership of AI-driven product development across the PDLC.
• Ability to navigate code and logs and debug complex production issues without day-to-day hands-on work.
• Provide technical direction and architectural oversight across teams.
• SDLC expertise with quality, release, and operability considerations.
• Led ServiceNow or comparable enterprise platforms with governance and reliability.
• Applied AI-enabled engineering patterns including LLMs, agents, RAG, APIs, event-driven integration.
• Managed engineering delivery, releases, and production stability in complex environments.
• Driven continuous improvements with measurable quality and automation gains.
• Own operational outcomes, lead incident response, and embed learning.

Responsibilities

• Lead AI-driven product development across the full PDLC with accountability for outcomes.
• Provide technical direction and architectural oversight across multiple teams.
• Oversee SDLC processes, releases, and system operability.
• Drive platform engineering with ServiceNow or similar enterprise platforms.
• Champion AI patterns and responsible engineering practices.
• Orchestrate delivery, production stability, and incident management.
• Lead culture, growth mindset, and leadership development across squads.

Skills

AI product development

Production debugging

Tech architecture

SDLC

AI patterns

Delivery management

Continuous improvement

Incident response

DevOps CI/CD

Security & compliance

Responsible AI

People leadership

Inclusive leadership

Growth mindset

Strategic alignment

Agile leadership

Business analysis

Tech strategy

Change management

Project management

Tech governance

Talent management

ServiceNow Now Assist

Copilot Studio

Kiro

Tools

ServiceNow

Now Assist

Copilot Studio

Kiro

Job description

Essential Skills & Experience

Engineering & AI Leadership

• Proven experience leading AIdriven product development across the PDLC with accountability for outcomes, not just delivery (Skill Level: 3 Advanced)
• Strong software engineering background with ability to navigate code, logs, and debug complex production issues, without being handson daytoday (3 – Advanced)
• Experience providing technical direction and architectural oversight across teams (3 – Advanced)
• Software Development Lifecycle (SDLC) expertise, including quality, release, and operability considerations (3 – Advanced)

ServiceNow & Platform Engineering

• Leadership experience delivering on ServiceNow or comparable enterprise platforms, ensuring scalability, governance, and reliability (3 – Advanced)
• Strong understanding of AIenabled engineering patterns (LLMs, agents, RAG, APIs, eventdriven integration) (3 – Advanced)

Delivery, Operations & Continuous Improvement

• Experience managing engineering delivery, releases, and production stability in complex environments (3 – Advanced)
• Strong Continuous Improvement mindset, driving measurable quality, efficiency, and automation gains (3 – Advanced)
• Ability to own operational outcomes, lead incident response, and ensure learning is embedded (3 – Advanced)

DevOps, Environments & Governance

• Solid understanding of DevOps, CI/CD, and multienvironment governance, sufficient to oversee and challenge delivery (3 – Advanced)
• Experience operating within technology governance, security, and compliance frameworks, balancing control with speed (2 – Intermediate)
• Strong understanding of Responsible AI, data handling, and risk management practices (3 – Advanced)

Leadership, Culture & Ways of Working

• Proven people leadership experience, including performance management, coaching, and team development (3 – Advanced)
• Strong capability in Inclusive Leadership and Culture Building, fostering collaboration, trust, and psychological safety (3 – Advanced)
• Demonstrated Growth Mindset, encouraging innovation, learning, and continuous improvement across teams (3 – Advanced)
• Ability to articulate the big picture, align teams to strategy, and influence senior stakeholders (3 – Advanced)

Desirable Skills & Experience

• Exposure to ServiceNow Now Assist, Copilot Studio, Kiro, or similar AIenabled development tooling (3 – Advanced)
• Agile Development leadership experience across multisquad or platform teams (3 – Advanced)
• Business Analysis capability, translating complex problem statements into executable engineering outcomes (3 – Advanced)
• Technology Strategy experience, shaping roadmaps aligned to longterm platform and business goals (3 – Advanced)
• Experience in Change Management, embedding new ways of working and technology adoption at scale (3 – Advanced)
• Advanced Project & Programme Management exposure, coordinating delivery across teams and dependencies (2 – Intermediate)
• Technology Governance experience at enterprise scale (2 – Intermediate)
• Talent Management experience, including succession planning and capability building (2 – Intermediate)