Nasstar

Head of ServiceNow Enterprise Applications

Nasstar

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Lead

Tech Stack

ServiceNow

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

Requirements

  • 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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ServiceNowconfigurationcustomisationoptimisationAPI strategiesautomationAI Assistworkflow automationAgile methodologiesKPI tracking
Soft Skills
leadershipmentoringcollaborationproblem-solvingcommunicationgrowth mindsetteam developmentperformance governancerole claritycontinuous improvement
Certifications
ServiceNow CSAITIL FoundationCertified Agile Practitioner