Tower Lead - ServiceNow

• Lead and coordinate the offshore ServiceNow development team across BAU support, project delivery, and platform maintenance workstreams.
• Manage daily stand-ups, sprint ceremonies, and team workflow, driving a high-performing delivery cadence with minimal onshore direction required.
• Act as the primary escalation point for the development team, resolving blockers and maintaining momentum through active, technically-grounded leadership.
• Allocate work across the development team based on capacity, skillset, and priority, optimising throughput without compromising quality.
• Foster a culture of ownership and continuous improvement within the team, setting clear expectations for delivery standards and individual accountability.

• Own end-to-end solution design for all BAU ITSM work and small projects, translating business requirements into well-defined technical specifications and acceptance criteria without requiring onshore input (except where a Technical Business Analyst is also assigned).
• Engage with internal business customers to understand requirements, conduct discovery, and propose fit-for-purpose ServiceNow solutions aligned to platform best practices and FCTG standards.
• For major or complex projects, receive design artefacts and functional specifications from design leads, interpret these accurately, and direct the team in executing against the agreed design.

• Oversee the offshore team's response to BAU ServiceNow support tickets, ensuring SLA adherence and customer experience standards are maintained independently of onshore involvement.
• Triage incoming support requests, assign to appropriate developers, and track resolution to closure.
• Identify recurring issues or systemic defects and initiate remediation or platform improvement actions within the team's remit, escalating only where broader platform decisions are needed.
• Maintain awareness of platform incidents and manage support team contribution to resolution activities.

• Oversee the QA function and ensure test plans, test cases, and defect tracking align to agreed acceptance criteria and standards.
• Coordinate release packaging and submission through ETS change management processes, ensuring all governance requirements are met prior to deployment.
• Ensure all release artefacts, documentation, and post-release validation activities are completed to standard.

• Maintain accurate sprint and delivery reporting to support visibility of the team's productivity, quality, and capacity.
• Contribute to standards, documentation, and knowledge base maintenance in Confluence, ServiceNow and Sharepoint.

- Adhere to change management, release, and governance processes as defined by FCTG, ensuring relevant activity is auditable and compliant.

Since our beginning, our vision has always been to open up the world for those who want to see. 

As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).  

We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future. 

We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities. 

Applications close: 04 Sep 2026 India Standard Time

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