Senior ServiceNow Software Engineering Manager

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About the role

BT Business is undertaking one of the largest end-to-end transformations in its history, reimagining the processes, technologies, journeys and products that underpin our business.
At the heart of that transformation for service is ServiceNow. As BT Business's strategic workflow and automation platform, ServiceNow will enable simpler customer and colleague experiences, faster service delivery, increased operational efficiency and greater business agility.
This role leads the ServiceNow Engineering function for BT Business, with accountability for a team of more than 70 specialists spanning Telco Service Management (CSM), TSOM (ITOM), Telco Network Inventory (TNI), CPQ-T, Integration Hub & Now Assist. The role is responsible for shaping the platform strategy, defining engineering standards, building world-class capability and ensuring the delivery of secure, scalable and high-quality solutions.
This is a rare opportunity to influence transformation at enterprise scale. You will play a pivotal role in digitising and automating customer and colleague journeys, accelerating the adoption of AI, reducing manual effort and enabling always-on services that are intelligent, predictable and effortless to consume.
The impact of this role will be felt across every part of BT Business, helping to improve customer experience, increase colleague productivity, strengthen commercial performance and create a platform for future growth.

What you’ll be doing

• Define & own the strategic roadmap for ServiceNow B2B.
• Lead the design, engineering & delivery of digital service capabilities on ServiceNow to improve customer & colleague outcomes.
• Drive simplification, automation & AI adoption from ServiceNow across service operations.
• Establish component architecture & design principles, standards & governance across the ServiceNow landscape.
• Partner with Operations, Product, Architecture & Digital teams to deliver integrated customer & colleague experiences.
• Build & maintain a high-performing engineering organisation with a culture of innovation, accountability & continuous improvement.
• Ensure technology investments are aligned to business priorities & deliver measurable value.
• Provide senior stakeholder leadership across Business Digital Service, Digital & Networks.
• Identify emerging technologies & opportunities to accelerate BT’s service transformation agenda.

Essential Skills / Experience

The skills you’ll need to succeed

Strategic Leadership

• Proven ability to define & execute technology strategies that deliver measurable business outcomes.
• Experience influencing executive stakeholders & leading large-scale transformation programmes.

Digital Service Transformation

• Deep understanding of customer, colleague & operational service journeys.
• Experience applying automation, AI & workflow technologies to improve service performance.

ServiceNow Expertise

• Functional understanding of service assurance stack
• Experience across multiple ServiceNow products such as TSM (CSM, ITSM), TSOM (ITOM), CPQ-T, CMDB (TNI) & Service Bridge, OMT, GDT/Playbook, SN Billing capability
• Strong knowledge of the ServiceNow platform architecture, mid-server, TMF integration capabilities and its application across complex enterprise environments.
• ServiceNow Arch-X accreditation, CSA, CSM, CMDB certifications would be preferred.

Architecture & Engineering

• Strong understanding of enterprise architecture, systems integration, data flows & platform engineering.
• Ability to balance strategic direction with delivery execution.

Commercial & Operational Excellence

• Strong commercial awareness & understanding of business value realisation.
• Experience managing budgets, suppliers & technology investments.

Experience you’d be expected to have

• Experience with key ServiceNow modules CSM or ITSM, CMDB, ITOM modules
• Experience with other capabilities a plus (CPQ, CPQ-T or SOM-T), TNI, IH, NA,
• Experience with innovation in ServiceNow & any experience in co-creation activity with a SAAS vendor.
• Breadth of SN knowledge allowing the maximum use of out of the box capability.

Desirable Skills / Experience

• 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

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.