ServiceNow Engineering Lead

Job Description

Job Title:

Service Now Engineering Lead

Req

Job Function:
Software Engineering

Posting

Start Date:

31/07/2026

Posting End Date: 07/08/2026

Division:
Digital

Job Location:

G
-London-BTHQ One Braham

Advertised Salary: £77,097.00 - £90,703.00 with great BT benefits!

Job Req

Function:
Software Engineering

Location:

Bristol, Manchester, Birmingham & London

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 Service Now, BT Business's strategic workflow, automation and digital service platform. As a Service Now 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 Service Now 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.

• Defining and owning the strategic roadmap for Service Now 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 Service Now 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 Service Now 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 Service Now to maximise platform capability and innovation.
• Championing engineering excellence, operational performance and platform quality across the Service Now estate.
• Supporting the evolution of BT's service assurance and operational service management capabilities.

• 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 Service Now platform and ecosystem.
• Experience with Service Now modules including CSM, ITSM, ITOM/TSOM and CMDB.
• Strong understanding of Service Now 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…