The Role
Lead Nasstar's ServiceNow/ITSM platform strategy and delivery, partnering with business leaders and MSPs to drive roadmap, governance, security, upgrades, integrations, AI/automation, and operational excellence across modules and environments.
Summary Generated by Built In
- The ServiceNow Platform Owner is a strategic technology leader responsible for the management of the Nasstar ServiceNow/ITSM platform. This role ensures the platform delivers measurable business value, supports company-wide transformation, and remains robust and secure.
- As the platform owner, you will work closely with the business to administer and develop the ServiceNow/ITSM roadmap. You will drive innovation across our ITSM platform including a strategy for AI and Automation. You will be responsible for translating business requirements into platform solution. You will have good business analyst and communication skills, with the ability to present to senior stakeholders. You will collaborate closely with senior leaders across the business.
- You will support the Business User Forum and manage enhancement and defect workloads. In this role you will work closely with our Managed Services provider to ensure quality support and development services are delivered in a timely manner. You will oversee daily BAU tasks, sprint planning and system administration but do not need to be a ServiceNow Developer. You will be experienced in delivering ITSM projects from requirement gathering, story writing to test. You understand Agile methodology and development release management.
- You will support the business as we deliver our roadmap of projects – Expert MSP capability, Workflow operations, Annual upgrades and Common Service Data Model. You will work closely with 3rd party partners to ensure these projects deliver value to our business.
- You will own the budget for ServiceNow and manage our licences and modules, ensuring they deliver good value. You will be responsible for version control, upgrades, platform changes and routine maintenance schedules. You will support commercial and contractual activities across all partners, consultants and domain customers.
- This role is ideal for a visionary ITSM leader who thrives in fast paced environment, enjoys building enterprise grade digital platforms, and is motivated to build modern, AI enabled ITSM services.
- Reporting directly to the CIO this is an opportunity to work across all divisions in our organisation and lead our future ITSM strategy.
Key Responsibilities
Platform Ownership and Development
· Own the end-to-end ServiceNow platform strategy, ensuring alignment with enterprise architecture, transformation plans, and evolving business requirements.
· Oversee configuration, customisation, and optimisation across CSM, SMP, ITOM, AI Assist and other modules, ensuring best practice.
· Drive platform governance including development frameworks, sprint quality standards, version control, release planning, and design/architecture assurance.
· Identify and champion automation and AI opportunities, including NowAssist, generative AI, and workflow automation to enhance service efficiency and user experience.
· Ensure platform security, regulatory compliance (GDPR, ISO standards), and robust resilience across environments.
· Oversee integrations and API strategies in partnership with architects and technical teams.
· Manage Platform change and risk
Leadership
· Drive platform governance including development frameworks, sprint quality standards, version control, release planning, and design/architecture assurance.
· Identify and champion automation and AI opportunities, including NowAssist, generative AI, and workflow automation to enhance service efficiency and user experience.
· Ensure platform security, regulatory compliance (GDPR, ISO standards), and robust resilience across environments.
· Oversee integrations and API strategies in partnership with architects and technical teams.
· Manage Platform change and risk
Leadership
· Support our multidisciplinary ServiceNow team (Architects, Developers, Administrators) fostering a strong engineering culture and continuous improvement.
· Mentor team members and ensure clear performance governance, role clarity, and skills progression.
· Act as the senior escalation point for issues, ensuring timely and effective resolution.
Stakeholder Collaboration
· Act as the senior escalation point for issues, ensuring timely and effective resolution.
Stakeholder Collaboration
· Partner with business leaders, product owners and senior managers to gather requirements, shape demand, and translate priorities into a clear roadmap.
· Collaborate with the CTO and CIO on customer facing innovation, portals, and operations
· Work with the Head of Internal IT to ensure underlying infrastructure supports platform performance and availability.
· Support the ServiceNow User Forum and cultivate a network of ServiceNow champions across the organisation.
Performance Monitoring, Reporting and Compliance
· Work with the Head of Internal IT to ensure underlying infrastructure supports platform performance and availability.
· Support the ServiceNow User Forum and cultivate a network of ServiceNow champions across the organisation.
Performance Monitoring, Reporting and Compliance
· Define and track KPIs including stability, uptime, adoption, feature utilisation, and time to value metrics.
· Provide regular reporting, insight, and improvement recommendations to the CIO and senior leadership team.
· Ensure strong patching, vulnerability management, access controls, and compliance processes.
· Ensure strong patching, vulnerability management, access controls, and compliance processes.
Innovation, AI and future value
· Drive the adoption of AI, automation, and workflow optimisation using the latest ServiceNow capabilities.
· Lead the creation of AI driven user stories, agent models, and governance practices to safely scale AI across business functions.
· Champion a culture of experimentation, modern engineering, and platform innovation
· Champion a culture of experimentation, modern engineering, and platform innovation
Skills, Knowledge and Expertise
Essential Skills:
- ServiceNow Administrator
- Extensive ServiceNow experience driving platform growth and transformation
- Experience leading on ServiceNow
- Understanding of ServiceNow architecture, configuration, and enterprise module usage
- Experience managing the wider platform (roadmap, business requirements and manage our outsource partner)
Please note:
This will be a remote based role however occasional travel may be required for team, vendor, or customer meetings. This is normally held in our London office (Holborn)
Benefits
At Nasstar, we know the importance of looking after our employees – after all, it’s the team that underpins our business!
In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:
- 25 days’ holiday (excluding bank holidays) + Your Birthday Off
- Flexible working – it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working
- Virtual working – we practice what we preach and empower our people to work remotely
- Top tech – Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too
- 4x annual salary life assurance
- Health cash plan
- Retail discounts and other perks from major brands
About
We are passionate about helping businesses navigate the rapidly changing and complex world of emerging technologies. We create well-structured, secure, scalable solutions at speed to provide the foundation for groundbreaking change.
Skills Required
- ServiceNow Administrator certification or equivalent platform administration experience
- Extensive ServiceNow experience driving platform growth, transformation and module configuration (CSM, SMP, ITOM, AI capabilities)
- Experience owning platform roadmap, translating business requirements into solutions, and managing outsourced/managed services partners
- Understanding of ServiceNow architecture, configuration, integrations, APIs and enterprise module usage
- Experience delivering ITSM projects from requirements gathering and story writing through testing and release
- Knowledge of Agile methodology, sprint planning and release management
- Experience with AI and automation initiatives (NowAssist, generative AI, workflow automation) and associated governance
- Experience managing budgets, licences, version control, upgrades, and compliance (GDPR, ISO)
- Strong business analysis, stakeholder management and senior-level presentation/communication skills
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The Company
What We Do
At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking, security and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today's competitive business world. Through strategic consultation, to implementation and management, we provide the vision and the mechanics needed to create transformational change for our clients.
