ServiceNow Platform Technical Design Lead (Snowhill, Birmingham, United Kingdom)
Why this job matters
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. This means examining existing processes, tools and team infrastructures to understand how we can create a model that has a standard approach to problem & incident management, change, ITIL and identifying and developing opportunities to enhance efficiency, productivity, and growth through the use of AI.
What you’ll be doing
* Own and deliver analysis and strategic investment choices that underpin Service management’s strategic transformation
* Accountable for assessment of requirements within BT Business
* Discuss and agree on relevant architectural framework and identify optimum design pattern to deliver scalable, reusable system components with limited customization.
* Decision Making - Gathers information, and analyses different scenarios, assesses alternative resolutions and reaches a decision.
* Strong focus on business case, risk management, benefit realisation and relevant dependencies with strong ability to unblock blockers to ensure on time delivery
* Proactively monitor project progress, identify deviations, and take corrective actions to keep projects on track and keep stakeholders updated
* Develop and foster excellent relationships with key internal/ external customers and suppliers as appropriate for on-going program deliverables
* Lead the platform design team, overseeing the work of other designers.
* Responsible for the overall BT Business platform governance, ensuring alignment and coordination across various deliveries from different federated delivery teams across value streams.
Experience you'll have
* Technical leadership : Extensive ServiceNow, ITIL, CSDM, TMF framework experience related to BT Business ServiceNow ecosystem and E2E integration architecture with in-depth knowledge in ServiceNow capabilities.
* Project management : Must have experience in managing complex Design programs or portfolios of projects, selecting the most suitable methodologies and implementing the necessary tools, processes and frameworks to suit the needs of a customer, colleague or client; moved outside of expected process or practice.
* Technology: 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.
The skills you’ll need
Agile Development
Database Design/Development
Debugging
APIs/Web Service Integration
Programming/Scripting
Microservices/Service Oriented Architecture
IT Security
Cloud Computing
Artificial Intelligence/Machine Learning
Continuous Integration/Continuous Deployment Automation & Orchestration
Software Testing
Application Development
Algorithm Design
Software Development Lifecycle
Project/Programme Management
Decision Making
Growth Mindset
Inclusive Leadership
Benefits
1. An annual on-target bonus of 10% (personal and company multipliers).
2. BT Pension scheme: minimum 5% employee contribution, BT contribution 10%.
3. Exclusive colleague discounts on our latest and greatest BT broadband packages.
4. 50% off EE mobile pay monthly or SIM-only plans, and a 50% discount for friends and family on EE SIM-only plans.
5. Discounted EE TV, including TNT Sport and the NOW Entertainment membership.
6. There’s also great support for working parents, including pay whilst on maternity, adoptive, and paternity leave.
7. 25 days' annual leave (not including