ServiceNow Technical Manager

We are seeking a Technical Manager / Team Lead with strong ServiceNow expertise to provide leadership and structure to an oversubscribed ServiceNow team. Working as the key partner and second-in-command to the ServiceNow Manager, you will play a critical role in driving delivery, removing roadblocks, and ensuring the team remains productive and aligned to best practices.

This position requires a blend of technical understanding of ServiceNow and hands-on team leadership skills. You will need to build trust quickly, manage diverse stakeholders, and provide the guidance required for consistent delivery across a contractor-heavy, distributed team.

WHAT WILL I BE DOING? 

• Act as second-in-command to the ServiceNow Manager, supporting day-to-day leadership of the team

• Orchestrate the work of the ServiceNow team, ensuring smooth delivery and effective prioritisation

• Identify, escalate, and remove delivery roadblocks

• Ensure best practices are applied in ServiceNow design and implementation

• Manage communication across a distributed team and with business stakeholders

• Foster collaboration, alignment, and accountability within the team

• Support decision-making by providing clear updates and structured reporting to leadership

• Contribute to portfolio planning and workload balancing to maximise output

  
  

WHAT SKILLS AND EXPERIENCES DO I NEED?

• 7+ years experience in ServiceNow (design knowledge and module breadth)

• Solid understanding of ITIL and Service Management frameworks

• Proven team leadership skills – able to gain trust and manage a contractor-heavy team

• Strong interpersonal, communication, and stakeholder management skills

• Ability to prioritise effectively and make sound decisions under pressure

• Self-motivated, structured, and delivery focused

Nice to Have

• Project Management certification (Prince2, PMP) or equivalent experience

• Experience acting as a Technical Team Lead or Deputy Manager in a ServiceNow or ITSM environment