ServiceNow Platform Technical Design Lead

Company: BT Group
Location: Birmingham (Hybrid)
Role Type: Full-time

The Role

This role brings together data-led strategy and a deep focus on customer experience to create clear goals, insights, and delivery plans aligned to BT Business’s customer experience strategy.

You will assess existing processes, tools, and team structures to define a consistent approach to problem and incident management, change, ITIL, and service governance. A key part of the role is identifying opportunities to improve efficiency, productivity, and growth through the use of AI.

This is a senior, influential role with real ownership across service management transformation.

What You’ll Be Doing

• Own and deliver analysis and strategic investment decisions that underpin service management transformation
• Lead assessment of service and platform requirements across BT Business
• Define and agree architectural frameworks and design patterns to deliver scalable, reusable system components with minimal customisation
• Make informed decisions by analysing multiple scenarios, risks, and outcomes
• Maintain strong focus on business cases, risk management, benefit realisation, and delivery dependencies
• Proactively monitor programme progress, identify risks or deviations, and take corrective action
• Keep senior stakeholders informed and aligned throughout delivery
• Build strong working relationships with internal teams, customers, and suppliers
• Lead the platform design team and oversee design quality and outcomes
• Own BT Business platform governance, ensuring alignment across federated delivery teams and value streams

Experience You’ll Have

Technical leadership

• Extensive experience with ServiceNow within large enterprise environments
• Strong knowledge of ITIL, CSDM, TMF frameworks
• Deep understanding of ServiceNow capabilities and end-to-end integration architecture

Project and programme leadership

• Proven experience managing complex design programmes or portfolios
• Ability to select and adapt delivery methodologies, tools, and frameworks to suit context
• Comfortable operating outside standard process where required to deliver outcomes

Technology expertise

• ServiceNow CMDB data model
• Generative AI and agentic AI
• ITOM, Service Bridge, CSM, ITSM, Risk Management
• TMF-compliant ServiceNow integration frameworks
• ServiceNow licensing models

Solution architecture

• Experience designing solutions aligned to enterprise architecture
• Strong understanding of information architecture, system portfolios, and integration requirements

Skills You’ll Need

• Agile development
• Database design and development
• Debugging
• API and web service integration
• Programming and scripting
• Microservices and service-oriented architecture
• IT security
• Cloud computing
• Artificial intelligence and machine learning
• CI/CD automation and orchestration
• Software testing
• Application development
• Algorithm design
• Software development lifecycle
• Project and programme management
• Strong decision making
• Growth mindset
• Inclusive leadership

Benefits

• Annual on-target bonus of 10 percent based on personal and company performance
• BT pension scheme with minimum 5 percent employee contribution and 10 percent BT contribution
• Exclusive colleague discounts on BT broadband
• 50 percent discount on EE mobile pay monthly or SIM-only plans
• Friends and family discounts on EE SIM-only plans
• Discounted EE TV including TNT Sport and NOW Entertainment membership
• Enhanced support for working parents including maternity, adoption, and paternity pay
• 25 days annual leave plus bank holidays, increasing with service
• Volunteering days to support your local community
• Electric vehicle salary sacrifice scheme known as My EV

Leadership Standards

Looking in

• Lead inclusively and safely
• Build trust through self-awareness, honesty, and integrity
• Own outcomes and make decisions for the wider organisation

Looking out

• Deliver value for customers through clear priorities
• Act with strong commercial awareness and external perspective

Looking to the future

• Demonstrate a growth mindset and willingness to experiment
• Build diverse, future-ready teams where everyone can perform at their best

About BT Group

BT Group was the world’s first telco and remains central to how people and businesses connect across the UK. Home to brands including BT, EE, Openreach, and Plusnet, the group is undergoing one of the largest digital infrastructure transformations in the country.

Over the next two years, BT will connect more than 25 million premises to full fibre broadband while continuing heavy investment in 5G. Alongside this, BT is simplifying systems, structures, and processes at scale, using AI and technology to reimagine customer experience and build the UK’s best telco for the future.

A Few Things to Note

• Flexible working options are supported, including job share and reduced hours
• Reasonable adjustments are available throughout the selection process
• You do not need to meet every requirement to apply. If this role excites you, we encourage you to apply

Apply Now

If this role aligns with your experience and ambition, we would love to hear from you.

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