ServiceNow Platform Technical Lead

The skills you’ll need

Preferred Technical Qualifications
•    ServiceNow certifications: Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD).
•    Experience with scripting (JavaScript, Glide), Flow Designer, Integration Hub, and REST/SOAP APIs.
•    Hands on Ex ServiceNow CMDB data model, GEN AI, Agentic AI, ITOM, Service Bridge, CSM, ITSM, Risk Management, TMF compliant Servicenow integration framework, Licensing model
•    Solution Architecture - Develops solutions which fit within the enterprise architecture in terms of information architecture, system portfolios and integration requirements. 
•    Problem Solving: The ability to identify, investigate and resolve problems through gathering the necessary information, formulating and verifying hypothesis, determining the root cause(s) and selecting and implementing the appropriate solution.

•    Be agile - Lead collaborative ways of working and continuous improvement. Encourage their adoption where necessary to deliver the best results for the customer.
•    Technical Leadership - Handles a project or portfolio of projects as they progress through the typical stages of tech assessment, execution and closure. 
•    Communication Ability: Able to express ideas, explanations or opinions in a way that is appropriate to the situation, understandable to the audience and demonstrating a constructive, assured and non-confrontational manner.  maintaining composure in doing so.

Why this job matters

BT Group’s future will be defined by ability of BT Digital to rapidly bring compelling, innovative ideas to market, partnering with our customers and suppliers to deliver innovative, adaptable solutions, delivered over best-in-class digital platforms.
Digital’s role is to drive all elements of that equation, from digital innovation through platform delivery and product development, and to do so with absolute focus on our customers. Whether it’s creating services like connected care solutions that help you track your loved ones’ wellbeing, or security apps that guard against cyber-attacks, Digital is about leading BT Group’s digital transformation, driving service innovation and delivering the products and services our customers need to support their own goals fast, and at scale.

The role holder will bring together our strategy led by data and a passion for customer experience into a coherent set of goals, insights and plans in line with the company’s differentiated customer experience strategy and address major risks to service.

What you’ll be doing

Strategic Ownership
•    Define and maintain the long-term vision and roadmap for the ServiceNow platform in alignment with business and IT strategy.
•    Lead the evaluation and adoption of new ServiceNow modules and capabilities (e.g., ITSM, ITOM, HRSD, SecOps, GRC, CSM, App Engine etc).
•    Drive platform innovation and continuous improvement initiatives to enhance user experience and business outcomes.

Platform Governance & Architecture
•    Establish and enforce platform governance, development standards, and best practices.
•    Oversee platform architecture, data models, and integrations with enterprise systems
•    Ensure compliance with security, privacy, and regulatory requirements

Required Qualifications
•    Proven experience leading enterprise-scale ServiceNow implementations and managing cross-functional teams.
•    Strong understanding of ITIL, Agile, and DevOps methodologies.
•    Demonstrated ability to manage complex stakeholder relationships and drive consensus.
•    Excellent communication, leadership, and organizational skills.
•    Inspire people to use the Continuous Improvement approach to improve People, Delivery, Quality and Cost.
•    Leverages diverse and inclusive thinking to maximise the effectiveness and success of teams, policies, practices, and products.
•    Growth Mindset - The belief that talent, ability and skills can be developed through a commitment to continuous learning and reflection

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled.  As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 
 
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 
 
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.  
 
Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.