ServiceNow Lead
Apex Group · Munsbach
The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.
Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.
That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.
Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.
For our business, for clients, and for you
About Apex
The Apex Group is a global financial services provider with about 13,000 staff across forty-five offices globally. We look to recruit bright, articulate, and numerate employees who are not afraid of a challenge and are prepared to work hard and love what they do. Every employee plays a part in making Apex who we are today and the more that we grow, the more important that becomes. Whatever your career path or specialism Apex provides a global platform to allow you to thrive.
As Apex Group is expanding, we are opening an exciting opportunity and are currently looking for a suitable, motivated, and team-oriented professional for the position of ServiceNow Team Lead.
Role Purpose
The ServiceNow Lead owns the overall health, direction and value of the ServiceNow platform. They act as a bridge between business stakeholders, IT leadership, and delivery teams ensuring the platform is stable, scalable, secure, a delivering measurable outcomes within a regulated financial services environment.
This is a hands-on leadership role: technical authority, decision-maker, and coach.
Objectives
Define and execute the ServiceNow platform roadmap aligned to business and IT strategy, with quarterly prioritisation and clear delivery milestones. Improve platform stability and performance by proactively monitoring health, addressing root causes of recurring issues, and reducing unplanned outages and rework. Strengthen governance, risk and compliance by enforcing standards (SDLC, release and change controls), maintaining secure access models, and ensuring audit readiness for the platform. Reduce customisation and technical debt by promoting Out-of-the-Box capabilities, limiting bespoke development, and maintaining clean upgrade paths. Increase business value and adoption through measurable outcomes (e.g., improved request fulfilment, better reporting and workflow automation) and regular stakeholder value reviews. Build internal capability and reduce vendor dependency by mentoring admins/developers, ensuring knowledge transfer, and improving documentation and support processes.
Key Responsibilities:
Platform Ownership & Strategy
- Manage the ServiceNow platform roadmap aligned to business and IT strategy
- Define and enforce platform standards, governance, and best practices
- Act as the final technical authority for design and configuration decisions
- Ensure platform scalability, performance, and long-term sustainability
Delivery & Change
- Lead delivery of new modules, enhancements, and upgrades
- Review and approve solution designs, customizations, and integrations
- Ensure changes follow SDLC, change management, and release processes
- Promote Out of the box (OOTB) functionality to minimise the level of customisation
Stakeholder Management
- Engage with senior stakeholders to translate business needs into platform solutions
- Challenge requirements where needed (configuration over customization)
- Provide clear updates on risk, progress, and value realization
Governance, Risk & Compliance
- Define and maintain ServiceNow governance model
- Ensure compliance with security, data protection, and access controls
- Own vendor access models (especially relevant for managed services)
- Support audits and risk assessments relating to ServiceNow
Team Leadership & Capability
- Lead and mentor developers & admins
- Set technical direction and configuration standards
- Review work and provide coaching and feedback
- Build internal capability and reduce vendor dependency
Vendor & Partner Management
- Manage ServiceNow partners and managed service partners
- Hold vendors accountable for quality, timelines, and outcomes
- Preview partner designs and challenge poor practices
- Ensure knowledge transfer and documentation
Continual Improvement
- Drive automation, AI, and process automation (e.g. Virtual Agent, Predictive Intelligence, GenAI features)
- Monitor KPIs such as platform adoption, performance, and backlog health
- Keep up to date with ServiceNow releases and roadmap
Essential Skills & Experience
ServiceNow Technical
- Strong hands-on experience across core modules:
- ITSM (Incident, Problem, Change, Request)
- CMDB & Discovery
- ITOM / CSM / HRSD (depending on org)
- Solid understanding of:
- Flow Designer & IntegrationHub
- ACLs, data model, scripting
- Update sets, CI/CD, upgrade strategy
Leadership & Delivery
- Experience leading a ServiceNow team or platform
- Strong decision making and ability to say no to bad design
- Comfortable balancing speed vs stability
- Experience working with enterprise environments
Stakeholder & Communication
- Able to explain technical decisions to non-technical audiences
- Confident engaging with senior management
- Strong influencing and negotiation skills
Desirable / Nice to Have
- ServiceNow certifications (CSA essential; CIS, CAD)
- Experience with managed service models
- Exposure to ServiceNow AI / NowAssist
- Experience supporting audits, data protection, or regulatory requirements
Success Measures (What ‘’Good Looks Like’’)
- Stable, well-governed platform with low rework
- High stakeholder satisfaction
- Reduced customization and technical debt
- Strong internal ServiceNow capability
Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.