Job Description :

Reporting into Group ServiceNow Team Lead and initially supporting Group Lending Operations (GLO) UK. This role requires a player/coach capability focusing on developing and governing the Instance.

Description of role and key responsibilities :

Strategic Architecture & Platform Ownership :

- Own the ServiceNow architecture for the Operations Instance of ServiceNow, ensuring alignment with enterprise architecture and technology strategy

- Define and maintain platform standards, design principles, and governance frameworks

- Work with GLO UK and SA on the roadmap for ServiceNow capability expansion, including automation, AI, and workflow digitisation

- Ensure scalable, secure, and resilient solution design across all implementations

- Collaborate with Group ServiceNow team to ensure alignment to the overall groups ServiceNow strategy

Leadership & Team Management :

- Lead and mentor a small team of ServiceNow engineers (initially 2 direct reports), setting direction, priorities, and development goals

- Provide technical oversight, code quality assurance, and design governance

- Foster a high-performance, automation-first engineering culture

Solution Design & Delivery :

- Architect complex, enterprise-grade ServiceNow solutions across the lending lifecycle

- Translate business strategy into technical solutions, challenging requirements and shaping optimal outcomes

- Oversee configuration, customisation, and integration patterns (REST, SOAP, MID Server)

- Ensure solutions are reusable, maintainable, and aligned with best practices

Stakeholder Engagement & Advisory :

- Act as the primary IOS ServiceNow advisor to senior stakeholders across GLO and Technology

- Partner with Glo Transformation to identify inefficiencies and shape transformation initiatives

- Influence decision-making through deep platform expertise and domain understanding

Transformation & Continuous Improvement :

- Drive automation-first initiatives, reducing manual effort and operational risk

- Lead process re-engineering and digital transformation efforts leveraging ServiceNow and adjacent platforms

- Stay ahead of ServiceNow innovations and recommend adoption where beneficial

Governance, Risk & Delivery Oversight :

- Ensure all solutions meet governance, security, and regulatory standards

- Oversee delivery lifecycle including design, build, testing, and release

- Provide escalation support for complex issues and platform stability

Platform Contribution :

- Contribute to the broader ServiceNow ecosystem, promoting standardisation and reuse across business units

- Collaborate with other architects and platform teams to ensure consistency across instances

Core skills and knowledge :

- Extensive ServiceNow architecture (min. 5 years) and development experience

- Strong hands-on coding capability (JavaScript, Glide API)

- Experience building enterprise-scale workflows and automation

- Strong integration experience (REST, SOAP, MID Server)

- Experience leading engineering teams while remaining hands-on

- Strong stakeholder management and influencing skills

Any other attributes that would be helpful, but not essential for the role :

- Experience with Microsoft Power Automate (or similar low-code automation tools) would be advantageous, enabling the developer to design and integrate workflow automations alongside ServiceNow solutions.

- Curiosity and initiative to continuously learn both the lending domain and ServiceNow platform

- Experience in transformation or change delivery environments

- Background in banking or financial services (lending preferred)

- Strong stakeholder engagement and ability to challenge constructively

- Mindset focused on automation and continuous improvement