ServiceNow Team Manager

Job Summary

We are seeking an experienced ServiceNow Team Manager to lead the development, delivery, and continuous improvement of ServiceNow solutions across the organisation. This role combines strong hands-on ServiceNow development expertise with people management, technical leadership, and delivery accountability.

The ServiceNow Team Manager will work closely with business analysts, stakeholders, and delivery leadership to translate business requirements into scalable, high-quality ServiceNow solutions. You will manage and mentor a growing team of developers and consultants (up to 8 direct reports over time), setting technical direction, ensuring best practices, and driving consistent, high-quality delivery.

Key Duties & Responsibilities:

Technical Delivery & Oversight:

• Act as the technical authority for ServiceNow development, providing architectural direction and ensuring alignment with platform best practices and organisational standards.
• Collaborate with stakeholders and business analysts to shape requirements and design effective ServiceNow solutions.
• Remain hands-on where required, designing, developing, and implementing ServiceNow applications, modules, integrations, and customisations.
• Lead and review complex customisation efforts, including workflows, forms, UI pages, scripts, and integrations using JavaScript, HTML, CSS, and Jelly.
• Oversee the configuration, governance, and integrity of the ServiceNow CMDB, including discovery and third-party data integrations.
• Define and oversee standards for ServiceNow reporting, dashboards, and performance analytics.
• Lead platform upgrades, patches, and enhancements, ensuring safe, controlled delivery and minimal disruption.
• Establish and enforce testing, peer review, and release management standards to maintain platform stability and reliability.
• Act as the senior escalation point for complex technical issues and provide expert-level troubleshooting support when required.
• Ensure high-quality technical documentation and promote knowledge sharing across the team.
• Stay current with ServiceNow roadmap developments, new features, and industry trends, proactively identifying opportunities for optimisation and automation.
• Participate in Agile/Scrum ceremonies, providing technical and delivery leadership throughout the lifecycle.

People Management & Leadership Responsibilities:

• Provide line management and leadership to a team of ServiceNow developers and consultants (initially 5–7, scaling up to 8).
• Set clear expectations around delivery quality, technical standards, and ways of working.
• Coach, mentor, and develop team members through structured Personal Training Plans, supporting both technical growth and career progression.
• Identify technical and non-technical capability gaps and enable appropriate training and upskilling initiatives.
• Manage team utilisation and contribute to consulting revenue targets through effective planning and delivery oversight.
• Set performance objectives, conduct regular reviews, and manage performance in a fair, transparent, and constructive manner.
• Ensure the right people are deployed to the right work and support workforce and headcount planning.
• Champion best practices, reusable solutions, and a culture of continuous improvement within the ServiceNow practice.
• Deliver administrative line management responsibilities, including holiday approvals, sickness management, and WFA applications, in line with company policies.

Required Skills & Experience

• Minimum of five years’ ServiceNow development experience, with demonstrable hands-on capability.
• Proven experience managing or leading ServiceNow developers/consultants in a delivery environment.
• Strong expertise in JavaScript, HTML, CSS, and Jelly, with experience reviewing and assuring others’ code.
• Proven delivery across multiple ServiceNow products and modules.
• Experience with one or more of the following modules: Discovery, Service Mapping, Event Management, Cloud Management, ITSM, Notify, Performance Analytics.
• Strong problem-solving and decision-making skills, with the ability to manage complex technical challenges.
• Excellent communication and stakeholder management skills.
• Experience working within Agile/Scrum frameworks.

Benefits:

Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP® Pinnacle Awards and the Top Employer Award 2024, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.

We offer a range of benefits designed to support your well-being, career growth, and work-life balance:

• Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.
• Generous Holiday Allowance: Benefit from 28 days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.
• "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)
• Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
• Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.
• Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.
• Health and Well-being: Prioritise your health with our comprehensive Private group fund provided by WPA. Additional benefits provided include: 24/7 helpline, 1-2-1 Lifestyle coaching, financial and legal support etc.
• Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.
• Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.
• Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.