Recruiter:Molly Lees
Hiring Manager: Ian Kirk
Career Grade: C
Internal Closing Date:10th June 2025
The ServiceNow Platform is a critical and strategic digital platform that supports all of BT, from customer to colleagues, from Networks to HR. It sits at the heart of digital transformation for multiple areas pan-BT, improving how we deliver and serve our customers and colleagues.
This role leads and is accountable for all aspects of the pan-BT centre of excellence (CoE) for ServiceNow in BT Digital. The CoE owns BT’s strategic ServiceNow Platform, supporting and guiding multiple federated squads that deliver for specific business areas.
Lead the ServiceNow Platform CoE team. Accountable for recruiting, retaining and developing a high performing team that delivers across: engineering, SRE, QA, delivery, data quality and solution architecture. c. 25 FTE and 150 partner FTE.
Accountable for meeting CoE headcount, OpEx and CapEx targets. Total annual budget, in direct control, c.£4-5M. Influence wider ServiceNow budget
Accountable for the CoE relationship with key stakeholders. This includes the leads for each federated team, key partners and ServiceNow themselves.
Responsible for evaluating requirements across various value streams (Customer Operations, Digital & Network Operations, Security Operations) to determine what needs to be implemented in the service assurance domain to achieve our service objectives
Strong focus on COE & programme objectives, risk management, benefit realisation and relevant dependencies with strong ability to unblock blockers to ensure on time delivery of projects
Partner with enterprise architecture to ensure delivery roadmap, unit strategy and budget aligns with EA roadmap.
Accountable for the overall CoE programme governance, ensuring alignment and coordination across various deliveries from different federated delivery teams across value streams.
Identify and define capabilities required for the platform roadmap to ensure strategic alignment and future growth.
Led a cost reduction effort
Strong engineering and technical leadership
Ability to handle multi product and multi-vendor stakeholders
Handled a difficult people issue well – redundancy, disciplinary, re-organisation
Created a recovery plan for a struggling part of the business
Communicated BT's business strategy to multiple audiences
Has worked extensively at a senior level and can provide evidence of managing senior stakeholders
Showcased expertise on a project or a specific piece of work or led a project outside of the core areas of your expertise
Collaborated on a new project with a recognized expert
Managed a rapidly growing team or part of the business
Allocated and directed a budget for part of the business
Managed a team of employees from different locations or regions
Competitive salary
25 days annual leave (plus bank holidays)
15% on target bonus
Company car cash allowance
Life Assurance
Pension scheme
Private Medical cover
Direct share scheme
50% off EE mobile pay monthly or SIM only plans
Exclusive colleague discounts on our latest and greatest BT broadband packages
BT TV with TNT Sports and NOW Entertainment
50% discount for friends and family on EE SIM Only plans & airtime element off a Flex Pay plan
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.