We offer flexible hybrid working, but this role requires regular in-person collaboration across our London, Milton Keynes and Telford offices. You'll be expected to travel and work from these locations as business needs dictate.

As the UK’s largest independent full fibre network and wholesale platform of choice, we’re busy setting new standards for what digital infrastructure can and should be.

Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives.

At CityFibre, you’ll be part of something bigger, helping to build a better-connected Britain, together.

Joining us as a ServiceNow Platform Lead

This is a rare opportunity to take ownership of a complex, enterprise-scale ServiceNow platform within a telecommunications environment at a pivotal stage of its evolution. You'll shape the strategy, governance, and long-term direction of the platform—improving performance, driving adoption, and unlocking greater value through automation and AI. Working closely with Enterprise Architecture, Data, and senior business stakeholders, you'll ensure the platform is scalable, optimised, and aligned to our wider technology vision.

Please note: Proven experience working within a Telecommunications organisation is an essential requirement for this role. Due to the specialist nature of our environment, applications from candidates without direct telecommunications industry experience will not be considered.

This role combines platform ownership, architectural leadership, and service optimisation, offering the chance to influence both immediate delivery and long-term transformation.

You'll receive a competitive salary, a performance-related bonus, and a flexible benefits package.

This is some of what you can expect to be doing:

• Owning the end‑to‑end ServiceNow platform, including strategy, roadmap, governance, and lifecycle management
• Driving platform performance, adoption, and cost efficiency, using data to continuously optimise and improve service delivery
• Leading multi‑team delivery across a complex, enterprise environment, ensuring quality, consistency, and scalable solutions
• Shaping platform architecture, integrations, and data strategy, ensuring alignment with Enterprise Architecture and wider systems
• Ensuring the platform supports telecoms-specific processes and integrations, including alignment with complex operational and customer systems
• Embedding automation and AI capabilities to improve efficiency, service outcomes, and user experience

What you’ll bring to the role

You’ll bring a blend of strategic leadership, platform ownership, and deep ServiceNow expertise, with the ability to influence direction while delivering at scale. You’ll also have:

• A proven track record of owning and evolving enterprise ServiceNow platforms, delivering measurable business value
• Strong experience in platform strategy, governance, and multi-team delivery within complex organisations
• Experience working within a telecommunications environment, with an understanding of industry-specific systems and challenges
• Strong knowledge of ServiceNow architecture and core modules (e.g. ITSM, ITOM), including integrations and data models
• The ability to influence senior stakeholders and align platform strategy to business and architectural priorities
• Strong commercial awareness, including cost optimisation, vendor management, and platform ROI

Life at CityFibre

Everyone deserves to feel heard, valued and truly included. Working alongside our Employee Communities, we’re committed to creating a workplace where people feel a genuine sense of belonging and pride in what they do. That’s why we’re proud to be a Times Top 50 Employer for Gender Equality, endorsed by WORK180, a Disability Confident Leader, a Care Leaver Friendly Employer, and a signatory of the Armed Forces Covenant Gold Award.

We’ll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life – including generous annual leave (with an extra day off on your birthday), private medical insurance, health cash plans and family‑friendly policies.

Find out more about our culture, communities and benefits on our careers site.

• Degree or equivalent experience in IT, Computer Science, Business Systems, or a related field
• ServiceNow Certified Technical Architect
• ServiceNow Business Analyst Certification

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at [email protected]. We want to help!