ServiceNow Platform Owner

Department: Managed Services
Employment Type: Permanent
Location: Remote, UK

• The ServiceNow Platform Owner is a strategic technology leader responsible for the management of Nasstar ServiceNow/ITSM platform. This role ensures the platform delivers measurable business value, supports company-wide transformation, and remains robust and secure.
• As the platform owner, you will work closely with the business to administer and develop the ServiceNow/ITSM roadmap, drive innovation across the ITSM platform, and translate business requirements into platform solutions. Strong business analysis and communication skills are essential for presenting to senior stakeholders.
• You will support the Business User Forum, manage enhancement and defect workloads, and oversee daily BAU tasks, sprint planning and system administration. Experience with Agile methodology and ITSM project delivery is required.
• Deliver roadmap projects - Expert MSP capability, Workflow operations, Annual upgrades, and Common Service Data Model - collaborating with third party partners to ensure business value.
• Own the budget for ServiceNow, manage licences, modules, version control, upgrades, and routine maintenance. Support commercial and contractual activities across all partners and domain customers.
• This role is ideal for a visionary ITSM leader who thrives in a fast paced environment, builds enterprise grade digital platforms, and is motivated to create modern, AI enabled ITSM services.
• Reporting directly to the CIO, this position leads future ITSM strategy across all divisions.

• Own the end to end ServiceNow platform strategy, ensuring alignment with enterprise architecture and evolving business requirements.
• Oversee configuration, customisation, and optimisation across CSM, SMP, ITOM, AI Assist and other modules.
• Drive platform governance: development frameworks, sprint quality standards, version control, release planning, and design/architecture assurance.
• Identify and champion automation and AI opportunities, including NowAssist, generative AI and workflow automation.
• Ensure platform security, regulatory compliance (GDPR, ISO standards) and resilience across environments.
• Oversee integrations and API strategies in partnership with architects and technical teams.
• Manage platform change and risk.
• Support a multidisciplinary ServiceNow team (Architects, Developers, Administrators) fostering a strong engineering culture.
• Mentor team members and ensure clear performance governance, role clarity, and skills progression.
• Act as the senior escalation point for issues, ensuring timely resolution.
• Partner with business leaders, product owners and senior managers to gather requirements and shape demand into a clear roadmap.
• Collaborate with the CTO and CIO on customer facing innovation, portals and operations.
• Work with the Head of Internal IT to ensure underlying infrastructure supports platform performance and availability.
• Support the ServiceNow User Forum and cultivate a network of ServiceNow champions across the organisation.
• Define and track KPIs including stability, uptime, adoption, feature utilisation, and time to value metrics.
• Provide regular reporting, insight and improvement recommendations to the CIO and senior leadership team.
• Ensure strong patching, vulnerability management, access controls and compliance processes.
• Drive the adoption of AI, automation and workflow optimisation using the latest ServiceNow capabilities.
• Lead the creation of AI driven user stories, agent models and governance practices to safely scale AI across business functions.
• Champion a culture of experimentation, modern engineering and platform innovation.

• ServiceNow Administrator
• Extensive experience driving platform growth and transformation
• Deep understanding of ServiceNow architecture, configuration and enterprise module usage
• Experience managing the wider platform (roadmap, business requirements) and outsourcing partner relationships

Please note:
Remote role, occasional travel may be required. The position is normally based in our London office (Holborn).

• 25 days' holiday (excluding bank holidays) + Birthday Off
• Flexible working - maintain work/life balance; flexible working requests considered in writing
• Virtual working - remote work empowered
• Top tech - best of breed software and hardware for staff
• 4x annual salary life assurance
• Health cash plan
• Retail discounts and other perks from major brands

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, gender identity or expression, sexual orientation, national origin, protected veteran status, or disability status.