ServiceNow Platform Owner

Contract ServiceNow Platform Owner
Department: Platform Engineering
Location: London / Hybrid (
The ServiceNow Platform Owner is accountable for the operational success, execution, lifecycle management, and governance of the ServiceNow platform across the enterprise. This role acts as the operational custodian of the platform, translates business demands into actionable technical outcomes, and manages roadmap execution. Leading a dedicated team of DevOps engineers, the role ensures the platform delivers scalable, secure, and well-governed solutions across a complex, multi-country environment.
Key Accountabilities

• Operational & Governance Ownership: Own the platform lifecycle (run, maintain, improve), manage technical governance decisions, and establish and enforce architecture standards that minimize customisation to protect platform health.
  
• Roadmap Execution: Execute the prioritized ServiceNow roadmap, ensuring full alignment between the demand backlog, delivery capacity, and overarching business transformation goals.
  
• DevOps Leadership: Direct and manage ServiceNow DevOps engineering teams, overseeing deployment frequency, release quality, capacity planning, and platform reliability (SLOs/uptime).
  
• Risk Management: Mitigate day-to-day operational risks, technical debt, and platform upgrade conflicts while running change governance forums and CAB processes.

• Stakeholder Engagement: Partner closely with business leaders, product owners, and architects to translate technical performance into visible business outcomes, supporting executive decision-making and value tracking.
  
• Ecosystem Management: Support the management of strategic third-party delivery partners and vendors to ensure cost control, quality, and strict compliance with corporate delivery standards.

Key Skills & Experience

Experience: Proven experience in ServiceNow platform leadership or enterprise-scale platform ownership.

Team Leadership: Strong track record of managing technical engineering and DevOps teams at scale within a multi-country or matrixed corporate delivery environment.

Governance & Architecture: Experience driving platform governance frameworks, managing technical debt, and handling complex upgrade paths.

Technical Depth: Solid understanding of enterprise-wide transformations involving ITSM, ITOM, CMDB, and emerging AI capabilities.

Delivery Maturity: Practical background in maturing DevOps operations, including CI/CD adoption, automated testing, and agile delivery principles.

Communication: Exceptional stakeholder management skills, with the ability to bridge the gap between technical delivery teams and senior business leadership.

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