Key Responsibilities
Platform Ownership and Development
- Own the end‑to‑end ServiceNow platform strategy, ensuring alignment with enterprise architecture, transformation plans, and evolving business requirements.
- Oversee configuration, customisation, and optimisation across CSM, SMP, ITOM, AI Assist and other modules, ensuring best practice.
- Drive platform governance including development frameworks, sprint quality standards, version control, release planning, and design/architecture assurance.
- Identify and champion automation and AI opportunities, including NowAssist, generative AI, and workflow automation to enhance service efficiency and user experience.
- Ensure platform security, regulatory compliance (GDPR, ISO standards), and robust resilience across environments.
- Oversee integrations and API strategies in partnership with architects and technical teams.
- Manage platform change and risk.
Leadership
- Support our multidisciplinary ServiceNow team (Architects, Developers, Administrators) fostering a strong engineering culture and continuous improvement.
- Mentor team members and ensure clear performance governance, role clarity, and skills progression.
- Act as the senior escalation point for issues, ensuring timely and effective resolution.
Stakeholder Collaboration
- Partner with business leaders, product owners and senior managers to gather requirements, shape demand, and translate priorities into a clear roadmap.
- Collaborate with the CTO and CIO on customer‑facing innovation, portals, and operations.
- Work with the Head of Internal IT to ensure underlying infrastructure supports platform performance and availability.
- Support the ServiceNow User Forum and cultivate a network of ServiceNow champions across the organisation.
Performance Monitoring, Reporting and Compliance
- Define and track KPIs including stability, uptime, adoption, feature utilisation, and time‑to‑value metrics.
- Provide regular reporting, insight, and improvement recommendations to the CIO and senior leadership team.
- Ensure strong patching, vulnerability management, access controls, and compliance processes.
Innovation, AI and Future Value
- Drive the adoption of AI, automation, and workflow optimisation using the latest ServiceNow capabilities.
- Lead the creation of AI‑driven user stories, agent models, and governance practices to safely scale AI across business functions.
- Champion a culture of experimentation, modern engineering, and platform innovation.
Skills, Knowledge and Expertise
Essential Skills
- ServiceNow Administrator
- Extensive ServiceNow experience driving platform growth and transformation
- Experience leading on ServiceNow
- Understanding of ServiceNow architecture, configuration, and enterprise module usage
- Experience managing the wider platform (roadmap, business requirements and outsource partner engagement)
This will be a remote based role however occasional travel may be required for team, vendor, or customer meetings. This is normally held in our London office (Holborn).
Benefits
- 25 days holiday (excluding bank holidays) + Birthday Off
- Flexible working – we consider written requests for flexible working to support work/life balance
- Virtual working – support for remote work arrangements
- Top‑tech – staff receive leading services and solutions, including best‑of‑breed software and hardware
- 4x annual salary life assurance
- Health cash plan
- Retail discounts and other perks from major brands
