Head of ServiceNow Enterprise Applications

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Head of ServiceNow Enterprise Applications

Department: IT & Business Systems

Employment Type: Permanent

Location: Remote, UK

Description

• The Head of ServiceNow Enterprise Applications is a strategic technology leader responsible for owning, evolving, and scaling Nasstar's ServiceNow platform as a core enterprise application. This role ensures the platform delivers measurable business value, supports company-wide transformation, and remains robust, secure, and future-ready.
• As the platform owner, you will shape the ServiceNow roadmap, drive innovation (including AI and automation), mature governance, and optimise the platform experience for both internal teams and external customers. You will lead a high-performing team of architects, developers, and administrators, while collaborating closely with senior stakeholders across IT, Data, and the wider business.
• This role is ideal for a visionary ServiceNow leader who thrives in fast-paced environments, enjoys building enterprise-grade digital platforms, and is motivated by modernising service operations. Reporting directly to the CIO

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

Team Leadership
• Lead and develop a 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 complex platform 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
• 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.

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

Skills, Knowledge and Expertise

• ServiceNow CSA (certified system administrator)
• ITIL experience or ITIL Foundation
• 5+ years' hands-on ServiceNow experience driving platform growth and transformation
• Experience leading ServiceNow teams or running a platform practice
• Proven ability to work both autonomously and collaboratively across functional groups
• Deep understanding of ServiceNow architecture, configuration, and enterprise module usage
• You will have a Growth Mindset: openness, coupled with an ability to learn new skills and technologies in a fast-paced environment.
• Experience in Agile methodologies. Certified Agile Practitioner an advantage

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