ServiceNow Technical Lead (Digital Transformation)

We are looking for an experienced ServiceNow Digital Transformation / Engineering Lead based in London to support large-scale technology and transformation initiatives within the BT environment.

The ideal candidate will combine strong ServiceNow expertise, engineering and transformation experience, telecom domain knowledge, and deep familiarity with BT's technology and operating environment. The individual should be capable of working directly with senior business, architecture, product and engineering stakeholders while driving initiatives from solution definition through delivery.

Key Responsibilities

•            Lead and support ServiceNow-led digital transformation and engineering initiatives, working across business, architecture, product and technology teams.

•            Provide technical and transformation leadership across areas such as ITSM, ITOM, CMDB, CSM, workflow automation, integrations and ServiceNow AI/GenAI capabilities.

•            Translate business and operational requirements into technology solutions, architecture considerations, engineering priorities and delivery roadmaps.

•            Work closely with engineering teams, architects, product owners and delivery teams to drive platform modernization, automation and legacy transformation.

•            Lead complex technology workstreams involving multiple BT teams, platforms, suppliers and dependencies.

•            Identify opportunities for automation, AI/GenAI and process optimization within ServiceNow and the broader digital ecosystem.

•            Engage confidently with senior BT stakeholders and provide technical recommendations, progress updates and transformation direction.

•            Support engineering governance, solution design, technical decision-making and delivery assurance.

Mandatory Experience & Skills

•            10+ years of overall IT / technology experience, preferably with significant telecom exposure.

•            Must have previous direct experience working within BT — either as a BT employee or in a substantial embedded role delivering within the BT environment.

•            Strong understanding of BT's technology landscape, operating model, engineering environment and ways of working.

•            Strong ServiceNow platform experience, ideally covering multiple modules such as ITSM, ITOM, CMDB and CSM.

•            Experience delivering large-scale digital transformation, platform modernization or technology transformation programmes.

•            Strong combination of technical understanding and delivery leadership; this should not be a purely project-management profile.

•            Experience working across engineering, architecture, product, operations and business teams.

•            Strong senior stakeholder management and communication capabilities.

•            Currently based in London or within practical commuting distance of London, with ability to work with BT stakeholders in person when required.