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Principal Software Engineer, ServiceNow CoE

Job Req ID:  49945
Posting Date:  7 Aug 2025
Function:  Software Engineering
Unit:  Digital
Location: 

RMZ Ecoworld, Devarabeesanahal, Bengaluru, India

Salary:  Competitive

Why this job matters

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 the software engineering across the ServiceNow Platform, pan-BT. You will define and own the engineering patterns and guardrails for the multiple federated squads that deliver for different business areas. You will lead on the most complex platform wide engineering initiatives. This role will drive engineering excellence at all levels across the ServiceNow landscape in BT Group.

What you’ll be doing – your accountabilities

•    Lead the ServiceNow platform engineering team, including BT and partner engineers, overseeing the work of technical implementation leads responsible for each platform capability. 5 FTE and 50 partner FTE.
•    Accountable for relevant ServiceNow engineering patterns & standards to deliver scalable, reusable system components with limited customization pan-BT
•    Accountable for engineering quality produced within the CoE:  code test coverage, quality by conducting regular code reviews, implementing rigorous testing protocols, and fostering a culture of precision and excellence among the engineering team.
•    Responsible for the platform technical implementation governance, ensuring alignment and coordination across various deliveries from different federated delivery teams across value streams.
•    Responsible for engineering assessment of requirements across value streams and to identify what’s needed to be implemented in service assurance space to achieve our service goals
•    Accountable for, and leads, the ServiceNow Engineering community pan-BT, driving collaboration, best practice and continuous improvement beyond the CoE.

The skills you’ll need to succeed

•    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 - Develops solutions which fit within the enterprise architecture in terms of information architecture, system portfolios and integration requirements. 
•    Problem Solving: The ability to identify, investigate and resolve problems through gathering the necessary information, formulating and verifying hypothesis, determining the root cause(s) and selecting and implementing the appropriate solution.
•    Project/Programme Management - Handles 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: Able to express ideas, explanations or opinions in a way that is appropriate to the situation, understandable to audience and demonstrating a constructive, assured and non-confrontational manner.  Able to put forward cogent and structured argument to gain buy-in and influence decisions, maintaining composure in doing so.
•    Financial Acumen: The ability to apply financial knowledge to the financial management of own work area, project, program, business case or contract. 
•    Decision Making - Collects and evaluates information, analyses various scenarios, considers alternative solutions, and makes informed decisions on key technical issues, particularly serving as a SME for complex technical issues.

Experience you’d be expected to have

•    Technical leadership:
Extensive ServiceNow, ITIL, CSDM, TMF framework experience related to Pan BT ServiceNow ecosystem   and E2E integration architecture.
•    Deep understanding of the ServiceNow platform and key capabilities, with expert troubleshooting skills
•    Project management: Must have experience of managing complex programs or portfolios of projects, selecting 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 
•    Build strong collaborative working relationships with stakeholders, being a strong negotiator and influencer being used to manage multiple stakeholders in demanding time-critical situations that have the resilience to overcome challenges or setbacks to achieve the team/project goals.

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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