Engineering Manager - ServiceNow Platform
Company Overview
At Booking.com, technology is at the heart of everything we do. From empowering millions of travelers worldwide to enabling our internal teams to work smarter and faster, our platforms play a critical role in how we operate at scale. Our mission is to make it easier for everyone to experience the world.
ServiceNow Platform at Booking
B.Now is Booking.com’s enterprise ServiceNow platform, underpinning digital workflows across IT, Employee, Risk, Legal, Finance, Data, and Workspace domains. It acts as a trusted control plane connecting people, processes, and systems, supporting operational excellence, regulatory commitments, and strategic transformation across the business.
The Role
As Engineering Manager in the ServiceNow Platform team, you will lead one or more engineering teams responsible for building, operating, and evolving B.Now as a reliable, scalable, and well-governed enterprise platform. This role requires a combination of ServiceNow platform experience, people leadership, stakeholder management, and operational ownership.
People & Leadership
- Lead, coach, and develop ServiceNow engineering teams across multiple platform capability areas.
- Own the full people-management cycle, including regular 1:1s, feedback, performance management, career development, hiring input, succession planning, and team health.
- Create a high-performance, inclusive culture focused on ownership, quality, accountability, psychological safety, and continuous learning.
- Support engineers in making good trade-offs between technical quality, speed, operational risk, compliance, and stakeholder needs.
ServiceNow Platform Leadership
- Provide leadership for the ongoing development, operation, and evolution of Booking.com’s ServiceNow platform.
- Support delivery across key ServiceNow capability areas, including ITSM, ITOM, ITAM, CMDB/CSDM, integrations, workflow automation, and enterprise service delivery.
- Ensure ServiceNow capabilities are implemented in a way that supports long-term platform health, not only short-term stakeholder demand.
Platform Stability, Observability & Performance
- Act as a primary custodian of B.Now platform health, ensuring stability, performance, and availability for internal users and BHFS stakeholders.
- Drive a unified operating view of the platform, including health signals for MID servers, discovery jobs, critical integrations, failed flows, slow transactions, long-running jobs, and recurring operational issues.
- Partner with engineers and architects to improve monitoring, alerting, dashboards, runbooks, incident response, and problem management.
Stakeholder & Enterprise Leadership
- Partner with Product, Architecture, Security, Risk, Legal, Finance, HR, Central Tech, BHFS, and other business stakeholders to shape ServiceNow platform priorities and delivery plans.
- Manage conflicting priorities across KTLO, Must-Do, regulatory, risk, technical debt, and strategic platform work.
Requirements / Qualifications
- Meaningful experience working with, leading, or operating ServiceNow platforms in a complex enterprise environment.
- Proven experience leading and developing engineering, platform, ServiceNow, enterprise workflow, or enterprise SaaS teams.
- Experience as a direct or accountable people leader.
- Strong understanding of ServiceNow architecture, configuration versus customisation trade-offs, platform lifecycle management, upgradeability, and maintainability.
- Practical knowledge of ServiceNow capability areas such as ITSM, ITOM, ITAM, CMDB/CSDM, workflow automation, enterprise integrations, and service management processes.
- Strong stakeholder management skills.
Benefits & Perks
- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave.
- Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country).
- Industry leading product discounts - up to 1400 per year.
- Competitive compensation and benefits package.
Equal Opportunity Statement
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
