Senior Manager, ServiceNow Platform Engineering

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 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.

What you’ll be doing

•    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.

The skills you will need to succeed

•    Inclusive Leadership - Leverages diverse and inclusive thinking to maximize the effectiveness and success of teams, policies, practices, and products.
•    Talent Management - Inclusively identifies, develops, and retains talented employees to support the effectiveness of the organization as a whole. Facilitating activities and opportunities that get the best out of talented employees
•    Growth Mindset - The belief that talent, ability and skills can be developed through a commitment to continuous learning and reflection.
•    Decision Making - Gathers information, and analyses different scenarios, assesses alternative resolutions and reaches 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 - 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 with Senior Stakeholders: 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.

Experience you would be expected to have

MANDATORY
•    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

PREFERRED 
•    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 

The skills you’ll need

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.