Senior ServiceNow Software Engineering Manager Job Req ID: 46446 Posting Date: 2 May 2025 Function: Software Engineering Unit: Digital Location: 1 Braham Street, London, United Kingdom Salary: Competitive Location This role can be based out of our London or Manchester digital hubs. We have a hybrid working model of 3 days together and 2 days wherever. Why this job matters At BT we are undergoing a huge E2E transformation of our business. Transforming, journeys & technology with both process, IT & Network change. A crucial technology underpinning that transformation is ServiceNow. This will drive significant improvements in customer & colleague experiences. Crucial to our ambition to grow revenue, improve customer retention, remain cost competitive, be financially compliant & evolve BT in line with the market. This role leads the ServiceNow engineering team for Business. Responsible for a team of 120 ServiceNow experts across CSM, ITSM, ITOM & setting the ServiceNow roadmap for Business, recruiting ServiceNow expertise, setting patterns & standards & assuring quality. This role provides a real opportunity to drive powerful & tangible change through the digitalisation of internal and customer journeys, use of AI technology and removing 'human touch' from processes. Ensuring that customer benefit from automated, predictable, high-speed services that are always-on. What you'll be doing - Defining the ServiceNow roadmap & leading ServiceNow teams to deliver on that vision. - Helping to unblock service technical deliveries with specific focus on ServiceNow. - Transforming service for both colleague (journeys) and customer (self-serve) journeys. - Improving technology E2E for service. - Ensuring we have the right technology to enable Business compliance to our financial & audit requirement. - Partnering with SN & co-creating on initiatives that will transform Business. - Provide the SN engineering team with the right guidance & work with wider EA org to establish role of SN in wider architecture. Skills and Experience - ServiceNow thought leadership : showing how SN can support BT agents & customers. Allowing us to leverage the tool to deliver wide-ranging, impactful, E2E outcomes. - Team leadership : driving an expert team to solve business outcomes in a robust, high-quality & efficient way. - Transformation leadership : driving IT or digital (self-serve) programmes with measurable business outcomes. - Telco expertise : either product or technology. - Strategic vision : experience creating & executing long-term technology strategies with a link to business needs. Must have experience - Experience with ServiceNow CSM, ITSM, ITOM modules and integration patterns. - Experience with design and architecture - Experience with SN best practices. - Partner and Vendor management Nice to have - Experience in service operational environments - Experience making complex technology decisions in ambiguous settings - Experience working with agile teams & delivery cycles - Understanding of commercial objectives - Experience leading diverse multi-functional teams Benefits - Annual On target bonus 15% (personal and company multipliers) - Car allowance - worth £5500 a year, can be taken as cash - Private healthcare for you and your family - BT Pension scheme; minimum 5% employee contribution, BT contribution 10% - Life Assurance - Direct share scheme - Exclusive colleague discounts on our latest and greatest BT broadband packages - 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans - My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers - Discounted EE TV including TNT Sport and the NOW Entertainment membership - Great support for working parents including pay whilst on maternity, adoptive, and paternity leave - 25 days annual leave (not including bank holidays), increasing with service with buy holiday option - Volunteering days so you can give back to your local community - Brand new electric vehicle salary sacrifice arrangement, known as 'My EV' 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. HJ24 HJ24