Senior ServiceNow Software Engineering Manager

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.

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