Senior Manager, ServiceNow Platform Engineering

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

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled.  As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 
 
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 
 
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.  
 
Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.