Forsyth Barnes
ServiceNow Platform Owner
London
£67k – £80k/yr
Posted about 13 hours ago
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Key Responsibilities
All candidates must have or be eligible for Security Clearance.
Platform Strategy & Value Realisation
- Define, own, and evolve the strategic vision for ServiceNow platforms across multiple client estates.
- Align platform capabilities with business goals, transformation programmes, and client priorities.
- Identify opportunities to extend platform adoption into new workflows, business functions, and use cases.
- Drive measurable value realisation through outcome-focused delivery, ROI tracking, and continual optimisation.
- Maintain alignment with the ServiceNow product roadmap and champion adoption of new capabilities where beneficial.
Leadership & Stakeholder Management
- Provide leadership across multidisciplinary teams including architecture, development, support, and service delivery functions.
- Act as a trusted advisor to senior internal and client stakeholders on platform strategy and governance.
- Foster collaboration between business, technical, and operational teams to deliver shared outcomes.
- Lead strategic governance forums and decision-making processes across multiple customer environments.
- Create a culture of innovation, accountability, and continuous improvement.
Platform Governance & Operating Model
- Establish and maintain governance frameworks that ensure consistency, compliance, and control across all ServiceNow instances.
- Define scalable operating models that balance standardisation with client-specific requirements.
- Oversee demand management, prioritisation, roadmap planning, and investment decisions.
- Ensure platform governance aligns with wider enterprise architecture and ICT governance frameworks.
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Service Ownership & Continuous Improvement
- Maintain ownership and oversight of ServiceNow service performance across all managed environments.
- Drive standardisation, platform reuse, and technical debt reduction initiatives.
- Lead service improvement programmes informed by performance data, stakeholder feedback, and changing business needs.
- Champion ServiceNow and industry best practices across all platform activities.
Risk, Compliance & Assurance
- Own platform-level risks, issues, and escalations, ensuring effective management and timely resolution.
- Ensure compliance with security, regulatory, audit, and assurance requirements.
- Provide oversight of major incidents and service escalations.
- Support internal and external audit activities where required.
Financial & Commercial Accountability
- Support platform financial governance including forecasting, cost optimisation, and value tracking.
- Ensure platform services are delivered in line with contractual commitments and client expectations.
- Identify growth opportunities within existing accounts and contribute to business development activities.
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What you'll bring:
- Proven experience in a senior ServiceNow leadership position such as Platform Owner, Product Owner, Service Owner, or similar.
- Strong understanding of ServiceNow platform architecture and capabilities, including areas such as ITSM, ITOM, CSM, and HRSD.
- Experience managing complex multi-client, multi-instance, or domain-separated environments.
- Demonstrable success defining platform strategy, governance frameworks, and operating models.
- Strong service management, governance, and continual improvement expertise.
- Experience aligning technology platforms to organisational objectives and delivering measurable business outcomes.
- Excellent stakeholder engagement skills with the ability to influence and communicate effectively at executive level.
- Strong understanding of risk management, compliance, assurance, and governance within enterprise or regulated environments.
- Commercial awareness with the ability to balance strategic priorities, client expectations, and business outcomes.
- Degree in ICT, Computer Science, or a related discipline, or equivalent professional experience.
- 8+ years' experience in enterprise IT services, including leadership roles.
- 4+ years' experience working with the ServiceNow platform.
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Skills
ServiceNow Platform Strategy
Platform Governance
Stakeholder Management
ITSM
ITOM
CSM
HRSD
Service Ownership
Risk Management
Demand Management
Operating Model Design
Value Realisation
Enterprise Architecture
Financial Governance
Multi-instance Management
Continuous Improvement
Location