ServiceNow Engineering Lead

Job Req ID: 59955

Function: Software Engineering

Location: Bristol, Manchester, Birmingham & London

About the role

At BT, we are undertaking one of the largest end-to-end transformations in our history, reimagining the processes, technologies and customer experiences that underpin our business.

At the heart of this transformation is ServiceNow, BT Business's strategic workflow, automation and digital service platform. As a ServiceNow Engineering Lead, you will play a critical role in defining and leading the engineering strategy, architecture and platform evolution that enables simpler customer experiences, increased colleague productivity and more efficient service operations.

This is a high-impact leadership role with responsibility for a global engineering organisation of more than 70 specialists across the UK and India. You will lead the delivery and continuous evolution of BT's ServiceNow ecosystem, spanning Customer Service Management (CSM), IT Operations Management (ITOM/TSOM), Telco Network Inventory (TNI), CPQ-T, Integration Hub and AI-driven capabilities including Now Assist.

Working closely with Business Digital Service, Technology, Operations, Architecture and Product teams, you will define the future of digital service delivery at BT, driving automation, AI adoption and intelligent workflows that improve customer outcomes while delivering measurable business value.

This is a unique opportunity to influence transformation at enterprise scale, helping shape the next generation of digital service experiences for BT Business and its customers.

What you’ll be doing

• Defining and owning the strategic roadmap for ServiceNow across BT Business.
• Leading the engineering, architecture and delivery of digital service capabilities that improve customer, colleague and operational outcomes.
• Driving large-scale transformation through workflow automation, AI adoption and digital service innovation.
• Establishing platform architecture, engineering standards, governance and best practices across the ServiceNow landscape.
• Leading a global engineering organisation across the UK and India, fostering a culture of innovation, accountability and continuous improvement.
• Delivering secure, scalable and resilient ServiceNow solutions using out-of-the-box capabilities wherever possible.
• Partnering with Operations, Product, Architecture and Digital teams to design and deliver integrated service experiences.
• Driving simplification and automation of service operations through intelligent workflows and AI-enabled capabilities.
• Identifying emerging technologies and opportunities to accelerate BT's service transformation agenda.
• Managing technology investments and ensuring delivery of measurable business outcomes and value realisation.
• Building strong partnerships with internal stakeholders, suppliers and ServiceNow to maximise platform capability and innovation.
• Championing engineering excellence, operational performance and platform quality across the ServiceNow estate.
• Supporting the evolution of BT's service assurance and operational service management capabilities.

Essential Skills / Experience

• Proven experience leading large-scale engineering, platform or technology organisations within complex enterprise environments.
• Extensive experience defining and executing technology and platform strategies that deliver measurable business outcomes.
• Deep expertise across the ServiceNow platform and ecosystem.
• Experience with ServiceNow modules including CSM, ITSM, ITOM/TSOM and CMDB.
• Strong understanding of ServiceNow architecture, integrations, Mid Server capabilities and enterprise platform design.
• Experience delivering digital service transformation, workflow automation and AI-enabled service solutions.
• Strong knowledge of enterprise architecture, systems integration, data flows and platform engineering principles.
• Proven ability to influence senior stakeholders and lead complex transformation programmes.
• Strong commercial awareness with experience managing technology investments, budgets and third-party suppliers.
• Experience leading geographically distributed engineering teams.

Desirable Skills / Experience

• Experience with Telco Service Management, CPQ-T, Service Bridge, TNI, Integration Hub and Now Assist.
• ServiceNow certifications such as Arch-X, CSA, CSM and CMDB.
• Experience working within telecommunications or large-scale service operations environments.
• Knowledge of TM Forum standards and integration frameworks.
• Experience partnering directly with SaaS providers and participating in innovation or co-creation programmes.
• Strong understanding of AI, automation and workflow technologies.
• Experience embedding Agile delivery and modern engineering practices.
• Demonstrated ability to build, coach and develop high-performing teams.

Our Package

• Company car scheme (or cash alternative)
• 15% on target annual bonus
• Private healthcare for you and your family
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme