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Senior Manager, ServiceNow Platform Engineering

Job Req ID:  47040
Posting Date:  2 Jun 2025
Function:  Software Engineering
Unit:  Digital
Location: 

New Bailey, Manchester, United Kingdom

Salary:  Competitive

Hybrid 3 days a week together out of our Manchester, Leeds, Birmingham, Bristol, Belfast, or London offices (flexible 2 days remote wherever).

 

Why This Job Matters

The ServiceNow Platform is a pivotal and strategic digital asset that underpins the entire BT ecosystem, from customer interactions to colleague support, and from Networks to HR. It is at the core of our digital transformation efforts across multiple areas within BT, enhancing how we deliver services and support to both our customers and colleagues.

In this role, you will lead and be accountable for all aspects of the pan-BT Centre of Excellence (CoE) for ServiceNow within BT Digital. The CoE is the custodian of BT’s strategic ServiceNow Platform, providing support and guidance to multiple federated squads that deliver tailored solutions for specific business areas. This position is crucial in driving innovation and ensuring the seamless integration and operation of the ServiceNow Platform across the organisation.

What You’ll Be Doing – Your Accountabilities

  • Lead the ServiceNow Platform CoE Team: You will be responsible for recruiting, retaining, and developing a high-performing team across engineering, SRE, QA, delivery, data quality, and solution architecture. This includes managing approximately 25 full-time employees and 150 partner FTEs.

  • Meet CoE Targets: You will be accountable for meeting headcount, OpEx, and CapEx targets with a total annual budget of approximately £4-5M. Additionally, you will influence the wider ServiceNow budget.

  • Stakeholder Relationships: You will maintain strong relationships with key stakeholders, including leads for each federated team, key partners, and ServiceNow.

  • Evaluate Requirements: You will assess requirements across various value streams (Customer Operations, Digital & Network Operations, Security Operations) to determine necessary implementations in the service assurance domain.

  • Focus on Objectives and Risk Management: You will ensure CoE and programme objectives are met, manage risks, realise benefits, and address relevant dependencies. You will also unblock obstacles to ensure on-time delivery of projects.

  • Partner with Enterprise Architecture: You will align the delivery roadmap, unit strategy, and budget with the enterprise architecture roadmap.

  • Programme Governance: You will oversee the overall CoE programme governance, ensuring alignment and coordination across various deliveries from different federated delivery teams.

  • Platform Roadmap: You will identify and define capabilities required for the platform roadmap to ensure strategic alignment and future growth.

The Skills You’ll Need to Succeed

  • Inclusive Leadership: Leverage diverse and inclusive thinking to maximise the effectiveness and success of teams, policies, practices, and products.

  • Talent Management: Inclusively identify, develop, and retain talented employees to support the effectiveness of the organisation. Facilitate activities and opportunities that get the best out of talented employees.

  • Growth Mindset: Believe that talent, ability, and skills can be developed through a commitment to continuous learning and reflection.

  • Decision Making: Gather information, analyse different scenarios, assess alternative resolutions, and reach a decision.

  • Be Agile: Lead collaborative ways of working and continuous improvement. Encourage their adoption where necessary to deliver the best results for the customer.

  • Solution Architecture & Engineering: Develop solutions that fit within the enterprise architecture in terms of information architecture, system portfolios, and integration requirements.

  • Problem Solving: Identify, investigate, and resolve problems by gathering necessary information, formulating and verifying hypotheses, determining root causes, and selecting and implementing appropriate solutions.

  • Project/Programme Management: Handle a project or portfolio of projects as they progress through the typical stages of the project lifecycle, including initiation, planning, execution, and closure.

  • Communication Ability with Senior Stakeholders: Express ideas, explanations, or opinions in a way that is appropriate to the situation, understandable to the audience, and demonstrates a constructive, assured, and non-confrontational manner. Put forward cogent and structured arguments to gain buy-in and influence decisions, maintaining composure in doing so.

  • Financial Acumen: Apply financial knowledge to the financial management of your work area, project, programme, business case, or contract.

Experience You’d Be Expected to Have

Essential:

  • Led a Cost Reduction Effort: Demonstrates financial acumen and decision-making skills.

  • Strong Engineering and Technical Leadership: Tied to solution architecture & engineering and project/programme management.

  • Ability to Handle Multi-Product and Multi-Vendor Stakeholders: Reflects inclusive leadership and communication ability with senior stakeholders.

  • Handled a Difficult People Issue Well (Redundancy, Disciplinary, Re-organisation): Shows talent management and problem-solving skills.

  • Created a Recovery Plan for a Struggling Part of the Business: Demonstrates problem-solving and project/programme management skills.

  • Communicated BT's Business Strategy to Multiple Audiences: Reflects communication ability with senior stakeholders and decision-making skills.

  • Worked Extensively at a Senior Level and Managed Senior Stakeholders: Shows inclusive leadership, communication ability with senior stakeholders, and decision-making skills.

Preferred:

  • Showcased Expertise on a Project or Led a Project Outside Core Areas: Demonstrates growth mindset and be agile skills.

  • Collaborated on a New Project with a Recognised Expert: Reflects inclusive leadership and be agile skills.

  • Managed a Rapidly Growing Team or Part of the Business: Shows talent management and project/programme management skills.

  • Allocated and Directed a Budget for Part of the Business: Demonstrates financial acumen and decision-making skills.

  • Managed a Team of Employees from Different Locations or Regions: Reflects inclusive leadership and communication ability with senior stakeholders.

 

Benefits:

  • 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

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.

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.

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