ServiceNow Systems & Process Lead

We’re seeking a talented and proactive ServiceNow Systems & Process Lead to join a forward-thinking organisation undergoing major operational transformation. This role will play a critical part in managing and optimising the ServiceNow platform and supporting operational excellence across three key global teams: a 24/7 Service Desk, Invoice Reconciliation, and Customer Onboarding & Success.

As the business continues to embed its recently implemented ServiceNow platform, you will take the lead in ensuring it delivers full value—supporting process consistency, continuous improvement, and performance transparency across the operations function.

• ServiceNow Platform Management: Administer the system, identify opportunities to automate workflows, gather functional requirements, and coordinate system changes with third-party providers.
• System Optimisation: Lead ongoing improvements in ServiceNow usage, driving user adoption, efficiency, and platform maturity across teams.
• Performance Reporting: Work with operations leaders to develop and enhance real-time reporting, KPIs, and monitoring capabilities to support data-driven decision-making.
• Customer Experience Enablement: Help drive exceptional customer service outcomes through process and system improvements.
• Knowledge Management: Support the creation and maintenance of knowledge articles that enhance internal learning, self-service, and customer deflection.
• Process Documentation & Governance: Build, maintain, and evolve a central library of process documentation, ensuring all workflows are aligned, up to date, and easy to follow.
• Stakeholder Collaboration: Act as a bridge between technical teams, operations, and leadership, facilitating clear communication and consensus on improvements.
• Continuous Improvement: Own and evolve service processes, particularly for the Service Desk and Invoice Reconciliation teams, ensuring they support efficiency and high-quality customer delivery.

• Strong experience working within fintech or B2B SaaS environments.
• Proven expertise in ServiceNow administration at scale, including process automation and platform customisation.
• Solid understanding of service operations processes and how to map them into digital workflows.
• Financial acumen, with experience in budgeting, resource management, and business performance tracking.
• Comfortable with CRM, CSM, and related enterprise platforms.

• Performance-based bonus
• Salary sacrifice pension scheme
• Private medical insurance (single cover, with options to upgrade)
• Enhanced company sick pay
• Life assurance cover
• 33 days paid annual leave (including public holidays), with the option to buy up to 10 extra days