We believe in better. And we make it happen. Better content. Better products. And better careers. Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at Sky. The Software Engineering Manager (ServiceNow) is responsible for developing and implementing solutions for incident management, problem management, change management, service request management, and other ITSM processes in ServiceNow. The manager will create and maintain technical documentation, including design specifications, configuration, and deployment guides and will lead a team of ServiceNow developers to implement and maintain the platform. Manager will also work directly with the ITSM Product Owner to provide technical guidance and support with requirements definition and validation for ITSM related solutions and processes. What you'll do Lead the strategic development and implementation of ITSM automation solutions, incorporating ServiceNow platform to enhance the efficiency and effectiveness of IT service delivery and support. Manage and cultivate a team of ITSM Engineers, overseeing the design, construction, testing, and deployment of ITSM automation solutions. Collaborate with IT leaders, project managers, and stakeholders to identify automation opportunities, developing comprehensive automation roadmaps. Design ServiceNow ITSM automation solutions ensuring they meet organizational requirements and standards. Develop and maintain detailed technical documentation. Develop and manage relationships with external vendors and service providers, leveraging their expertise and technologies to support ITSM automation initiatives. Drive technical initiatives in collaboration with senior engineers across teams, ensuring seamless integration and alignment with organizational goals. Provide support during production issues, collaborating with cross-functional teams to ensure timely resolution. Continuously search for improvements in processes, enhancing software delivery and operational processes. What you'll bring Degree in Computer Science, Information Technology, or a related field and extensive experience as a ServiceNow Developer, Manager or Architect. Strong understanding of ServiceNow architecture, modules, workflows, forms, and integrations. ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications are preferred Strong verbal and written communication skills to convey technical concepts to both technical and non-technical audiences. Proven ability to create and maintain comprehensive technical documentation, including design specifications, configuration, and deployment guides. Demonstrated commitment to staying updated on ServiceNow trends, features, and best practices. Proven ability to support, coach, and develop high-performing engineers through regular 1:1s and continuous feedback. Transparent, selfless, authentic, and committed to quality in every assignment Team overview Global Streaming Technology Our team develops and supports market-leading video streaming services, underpinned by state-of-the-art engineering principles. We do this at huge scale: for over 50 million customers globally, spanning NBCUniversal Peacock in the US and Sky, NOW and SkyShowtime across Europe. No matter the device, the time or the place, we make sure that our diverse audiences can easily find and enjoy whatever they want to watch, choosing from the world's best entertainment, news and sport. The rewards There's one thing people can't stop talking about when it comes to LifeAtSky : the perks. Here's a taster: Sky Q, for the TV you love all in one place The magic of Sky Glass at an exclusive rate A generous pension package Private healthcare Discounted mobile and broadband A wide range of Sky VIP rewards and experiences Your office space Osterley Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers. On campus, you'll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon. Leeds Leeds is home to two Sky offices; our contact centre a