ServiceNow Platform Owner

We are looking for an experienced ServiceNow Platform Owner to lead the strategic direction, governance, and continual evolution of our ServiceNow platform estate across multiple client environments.

This is a high-profile leadership role operating at the intersection of business strategy and technology delivery. You will be responsible for shaping platform vision, driving measurable business outcomes, and ensuring that ServiceNow capabilities are aligned to both client objectives and the broader ServiceNow roadmap.

Working closely with senior client stakeholders, architects, delivery teams, and operational leaders, you will play a critical role in maximising platform value, enabling innovation, and ensuring the successful operation of complex, multi-instance ServiceNow environments.

The role offers the opportunity to work across a diverse client portfolio, influence strategic technology decisions, and help shape the future growth of our ServiceNow Practice. In return, you'll join a collaborative and forward-thinking environment with access to industry-leading projects, ongoing professional development, and opportunities to further enhance your ServiceNow expertise.

We can offer excellent career progression opportunities, the flexibility to be based anywhere across the UK, a comprehensive benefits package, and continuous learning and development opportunities.

Due to the nature of our client engagements, candidates must hold or be eligible to obtain UK Security Clearance (SC).

What you'll be doing:

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.

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.

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.
• Hold, or be eligible to obtain, UK Security Clearance (SC).

It would be great if you had:

• Experience working within public sector, defence, utilities, financial services, or other highly regulated environments.
• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Implementation Specialist (CIS) certifications.
• ServiceNow Certified Application Developer (CAD) certification.
• ITIL v4 Foundation or higher.
• Experience leading ServiceNow transformation programmes across large organisations.
• Experience working with ServiceNow strategic roadmap planning and platform value realisation initiatives.

If you're interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply. We'd love to hear from you.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase motivation, reduce stress, and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. If you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

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Strategic Digital Solutions (SDS)

With a long history of delivering transformation, we've developed a market-leading partnership ecosystem to provide business services of the future and shape valuable, positive outcomes for communities. We empower our clients by providing innovative solutions and commercial models that help them meet their business needs, drive operational efficiencies, and deliver impactful value creation. We remain committed to values of excellence, empathy and respect to produce transformative outcomes in business processing, creating value for all.