Engineering Manager - ServiceNow Platform

At , technology is at the heart of everything we do. From empowering millions of travelers worldwide to enabling our internal teams to work smarter and faster, our platforms play a critical role in how we operate at scale.

With over 1.6 million room nights booked every day, accommodation represents the largest share of our business to date. We are responsible for accommodation growth, with clear ownership of all marketing, product and supply related to accommodations. Our mission is to make it easier for everyone to experience the world.

B.Now is ’s enterprise Service Now platform, underpinning digital workflows across IT, Employee, Risk, Legal, Finance, and Data and Work Space domains. It acts as a trusted control plane connecting people, processes, and systems, supporting both operational excellence and strategic transformation.

As an Engineering Manager in the Service Now Platform team, you are accountable for people leadership, platform health, and delivery outcomes. You will lead one or more engineering teams responsible for building, operating, and evolving the

B.Now platform as a reliable, scalable, and well-governed enterprise capability.

You are not expected to be a day‑to‑day developer, but you must be technically credible, able to guide architectural decisions, challenge implementation approaches, and step in when required. You will work closely with Product, Architecture, Security, Risk, and Business stakeholders to ensure the platform evolves in line with ’s strategic priorities and regulatory obligations (including SOX and DORA).

• Lead, coach, and develop Service Now engineering teams across multiple capability areas.
• Create a high‑performance, inclusive culture focused on ownership, quality, and continuous learning.
• Support career development, performance management and succession planning.
• Act as a multiplier by removing obstacles, setting clear priorities and enabling engineers to do their best work.

• Platform Health Ownership – Act as a primary custodian of the
  
  B.Now platform’s health, ensuring stability, performance and availability for internal users and BHFS stakeholders. This includes continuous monitoring of system performance, identifying potential bottlenecks and ensuring smooth operations across all instances.
• Proactive Monitoring & Alerting – Drive implementation of a unified monitoring and observability view for the platform, with dashboards covering mid‑servers, discovery agents, top critical integrations and key performance analytics such as slow transactions, failed flows and long‑running jobs.
• On‑Call & Incident Readiness – Ensure that P1/P2 incidents raised in or by Service Now trigger timely alerts (e.g., via Pager Duty) and that teams can rapidly diagnose, mitigate and prevent recurrence of issues affecting critical services and BHFS obligations.

• Automation & Toil Reduction – Lead initiatives that reduce manual effort across operations, configuration and support by leveraging Service Now automation, Integration Hub and standard flow design patterns, freeing up engineering capacity for higher‑value platform capabilities.
• AI‑Augmented Operations – Partner with Product and Service Now to adopt Now Assist and agentic AI for use cases such as case triage, knowledge search and developer productivity (“vibe coding”), aligned with ’s 2026 AI‑augmentation targets and AI Control Tower governance.

• CMDB & CSDM Stewardship – In collaboration with the CMDB Manager oversee the health of the CMDB, CSDM alignment and event‑based discovery across AWS, GCP, corporate infrastructure and voice networks, so that service maps and asset data remain accurate, compliant and audit‑ready.
• Service Mapping & Governance – Contribute to initiatives that move the organisation from asset visibility to service intelligence, using Service Mapping and ITOM capabilities to create governed relationships between technical components, applications and business services.

• Integration Reliability – Own operational…