ServiceNow Service Operations Lead

Job title: ServiceNow Service Operations Lead

Location: Preston or Frimley

We offer a range of hybrid and flexible working arrangements - please speak to your recruiter about the options for this particular role.

Salary: Circa £65,000 dependent on skills and experience

What you’ll be doing:

• Manages the ServiceNow service and business stakeholder relationships

• Develops new strategies to maintain or improve on the quality of the ServiceNow service delivery

• Creates and embeds SLAs with IT leadership and Customer stakeholders

• Supports the development of strategies to minimize cost incurred on service delivery

• Manages, designs, executes and validates ServiceNow software upgrades and releases

• Investigates, diagnoses and resolves software problems on ServiceNow and tributary systems

• Complies with organisation procedures to ensure integrity and security of the ServiceNow and tributary systems

• Develops and maintains internal support documentation for ServiceNow

• Problem-solves and Troubleshoots issues with ServiceNow as part of ongoing maintenance

• Work with and provides support to deliver training to multiple sets of stakeholders

  Your skills and experiences:

  Essential:

  • A thorough understanding and sound knowledge of the overall ServiceNow platform (specifically ITSM, HRSD, SPM, CSM and S2P modules)

  • In-depth grasp of the incident management and ITIL best practices

  • Understanding of Software Development Lifecycle best practices

  • ServiceNow Certified system Administrator Certificate

  • Experience of working in a similar role

  • Experience of working in ServiceNow ecosystem

  • Relevant vocational qualifications or equivalent experience of working within Agile Methodologies

    Desirable

    • ServiceNow Certified Implementation Specialist in at least ITSM and HRSD

    • ITIL V4 certified

      Benefits:

      As well as a competitive pension scheme, BAE Systems also offers employee share plans, an extensive range of flexible discounted health, wellbeing and lifestyle benefits, including a green car scheme, private health plans and shopping discounts - you may also be eligible for an annual incentive.

      The ServiceNow Product Team

      The ServiceNow Service Operations Lead is responsible for overseeing the daily operations, performance, and continuous improvement of the ServiceNow platform within the organisation. This role ensures the stability, availability, and optimal functioning of ServiceNow services, coordinates platform upgrades and enhancements, and manages a team of administrators and developers. The role holder collaborates with stakeholders to support ServiceNow capabilities with business needs, enforces governance standards, and drives operational excellence through proactive monitoring, incident management, and process optimisation.

      Why BAE Systems?

      This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity of thought, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome people from all backgrounds and want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

      Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role, to allow for meaningful security vetting checks.

      Closing Date: 7th October 2025

      We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

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