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Senior ServiceNow Software Engineering Manager

Job Req ID:  47184
Posting Date:  22 May 2025
Function:  Software Engineering
Unit:  Digital
Location: 

RMZ Ecoworld, Devarabeesanahal, Bengaluru, India

Salary:  Competitive

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 servicefor 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 & auditrequirement
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.

 

The skills you’ll need to succeed

 

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. 

Experience you’d be expected to have

  • 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

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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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