Why this job matters
The ServiceNow Platform is a critical and strategic digital platform that supports all of BT, from customer to colleagues, from Networks to HR. It sits at the heart of digital transformation for multiple areas pan-BT, improving how we deliver and serve our customers and colleagues.
This role leads and is accountable for all aspects of the pan-BT centre of excellence (CoE) for ServiceNow in BT Digital. The CoE owns BT’s strategic ServiceNow Platform, supporting and guiding multiple federated squads that deliver for specific business areas.
What you’ll be doing
- Lead the ServiceNow Platform CoE team. Accountable for recruiting, retaining and developing a high performing team that delivers across: engineering, SRE, QA, delivery, data quality and solution architecture. c. 25 FTE and 150 partner FTE.
- Accountable for meeting CoE headcount, OpEx and CapEx targets. Total annual budget, in direct control, c.£4-5M. Influence wider ServiceNow budget
- Accountable for the CoE relationship with key stakeholders. This includes the leads for each federated team, key partners and ServiceNow themselves.
- Responsible for evaluating requirements across various value streams (Customer Operations, Digital & Network Operations, Security Operations) to determine what needs to be implemented in the service assurance domain to achieve our service objectives
- Strong focus on COE & programme objectives, risk management, benefit realisation and relevant dependencies with strong ability to unblock blockers to ensure on time delivery of projects
- Partner with enterprise architecture to ensure delivery roadmap, unit strategy and budget aligns with EA roadmap.
- Accountable for the overall CoE programme governance, ensuring alignment and coordination across various deliveries from different federated delivery teams across value streams.
- Identify and define capabilities required for the platform roadmap to ensure strategic alignment and future growth.
The skills you will need to succeed
- Inclusive Leadership - Leverages diverse and inclusive thinking to maximize the effectiveness and success of teams, policies, practices, and products.
- Talent Management - Inclusively identifies, develops, and retains talented employees to support the effectiveness of the organization as a whole. Facilitating activities and opportunities that get the best out of talented employees
- Growth Mindset - The belief that talent, ability and skills can be developed through a commitment to continuous learning and reflection.
- Decision Making - Gathers information, and analyses different scenarios, assesses alternative resolutions and reaches a decision.
- Be agile - Lead collaborative ways of working and continuous improvement. Encourage their adoption where necessary to deliver the best results for the customer.
- Solution Architecture & Engineering - Develops solutions which fit within the enterprise architecture in terms of information architecture, system portfolios and integration requirements.
- Problem Solving: The ability to identify, investigate and resolve problems through gathering the necessary information, formulating and verifying hypothesis, determining the root cause(s) and selecting and implementing the appropriate solution.
- Project/Programme Management - Handles a project or portfolio of projects as they progress through the typical stages of the project lifecycle including initiation, planning, execution and closure.
- Communication Ability with Senior Stakeholders: Able to express ideas, explanations or opinions in a way that is appropriate to the situation, understandable to audience and demonstrating a constructive, assured and non-confrontational manner. Able to put forward cogent and structured argument to gain buy-in and influence decisions, maintaining composure in doing so.
- Financial Acumen: The ability to apply financial knowledge to the financial management of own work area, project, program, business case or contract.
Experience you would be expected to have
MANDATORY
- Led a cost reduction effort
- Strong engineering and technical leadership
- Ability to handle multi product and multi-vendor stakeholders
- Handled a difficult people issue well – redundancy, disciplinary, re-organisation
- Created a recovery plan for a struggling part of the business
- Communicated BT's business strategy to multiple audiences
- Has worked extensively at a senior level and can provide evidence of managing senior stakeholders
PREFERRED
- Showcased expertise on a project or a specific piece of work or led a project outside of the core areas of your expertise
- Collaborated on a new project with a recognized expert
- Managed a rapidly growing team or part of the business
- Allocated and directed a budget for part of the business
- Managed a team of employees from different locations or regions
The skills you’ll need
Capability Building
Agile Development
Culture Building
Change Management
Microservices/Service Oriented Architecture
Business Analysis
Technology Strategy
Artificial Intelligence/Machine Learning
Cloud Computing
Technology Governance
Continuous Integration/Continuous Deployment Automation & Orchestration
Software Testing
Software Development Lifecycle
Business Process Improvement
Talent Management
Decision Making
Growth Mindset
Performance Management
Inclusive Leadership
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
About us
BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.
Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
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