Engineering Manager - ServiceNow Platform

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.

With over 1.6 million room nights booked every day, accommodation represents the largest share of our business to date. We are responsible for accommodation growth, with clear ownership of all marketing, product and supply related to accommodations. 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, and Data and Work Space domains. It acts as a trusted control plane connecting people, processes, and systems, supporting both operational excellence and strategic transformation..

The Role

As an Engineering Manager in the ServiceNow Platform team, you are accountable for people leadership, platform health, and delivery outcomes. You will lead one or more engineering teams responsible for building, operating, and evolving the B.Now platform as a reliable, scalable, and well-governed enterprise capability.

You are not expected to be a day-to-day developer, but you must be technically credible, able to guide architectural decisions, challenge implementation approaches, and step in when required. You will work closely with Product, Architecture, Security, Risk, and Business stakeholders to ensure the platform evolves in line with Booking.com's strategic priorities and regulatory obligations (including SOX and DORA).

People & Leadership

• Lead, coach, and develop ServiceNow engineering teams across multiple capability areas.
• Create a high-performance, inclusive culture focused on ownership, quality, and continuous learning.
• Support career development, performance management, and succession planning.
• Act as a multiplier by removing obstacles, setting clear priorities, and enabling engineers to do their best work.

• Platform Health Ownership - Act as a primary custodian of the B.Now platform's health, ensuring stability, performance, and availability for internal users and BHFS stakeholders. This includes continuous monitoring of system performance, identifying potential bottlenecks, and ensuring smooth operations across all instances.
• Proactive Monitoring & Alerting - Drive implementation of a unified monitoring and observability view for the platform, with dashboards covering mid servers, discovery agents, top critical integrations, and key performance analytics such as slow transactions, failed flows, and long-running jobs.
• On-Call & Incident Readiness - Ensure that P1/P2 incidents raised in or by ServiceNow trigger timely alerts (e.g., via PagerDuty) and that teams can rapidly diagnose, mitigate, and prevent recurrence of issues affecting critical services and BHFS obligations.

• Automation & Toil Reduction - Lead initiatives that reduce manual effort across operations, configuration, and support by leveraging ServiceNow automation, IntegrationHub, and standard flow design patterns, freeing up engineering capacity for higher-value platform capabilities.
• AI-Augmented Operations - Partner with Product and ServiceNow to adopt Now Assist and agentic AI for use cases such as case triage, knowledge search, and developer productivity ("vibe coding"), aligned with Booking.com's 2026 AI-augmentation targets and AI Control Tower governance.

• CMDB & CSDM Stewardship - In collaboration with the CMDB Manager oversee the health of the CMDB, CSDM alignment, and event-based discovery across AWS, GCP, corporate infrastructure, and voice networks, so that service maps and asset data remain accurate, compliant, and audit-ready.
• Service Mapping & Governance - Contribute to initiatives that move the organisation from asset visibility to service intelligence, using Service Mapping and ITOM capabilities to create governed relationships between technical components, applications, and business services.

• Integration Reliability - Own operational excellence for integrations between B.Now and key enterprise systems (e.g., Service Directory, Nemo, cloud platforms, HR and finance systems), including data quality standards, clear ownership models, and runbooks for diagnosing and resolving common issues.
• Cross-Platform Collaboration - Work closely with Central Tech, BHFS, and partner teams to ensure new capabilities, such as DORA reporting, asset management, and legal service delivery, are built on a trusted platform and aligned with Booking.com's work-classification model (KTLO, Must-Do, Company Priorities).

• Partner with Product Managers and stakeholders to shape roadmaps, priorities, and delivery plans.
• Balance short-term delivery needs with long-term platform sustainability and upgradeability.
• Provide architectural guidance to ensure solutions follow platform standards and avoid unnecessary customisation.
• Support data-driven prioritisation using clear metrics and outcome-focused reporting.

• Platform Governance & ARB - Participate in and influence architectural governance (e.g., Architecture Review Board), ensuring new solutions follow Booking.com development guidelines, the TCM playbook, and platform standards, and remain supportable over time.
• Continuous Improvement Culture - Champion continuous improvement in operational processes, monitoring, and automation, using Service Health metrics, Performance Analytics indicators, and AI Control Tower insights to drive meaningful, data-driven change.

• 5+ years of experience working with enterprise workflow platforms such as ServiceNow.
• Proven experience leading and developing engineering teams in complex, fast-paced environments.
• Strong understanding of ServiceNow architecture, configuration vs customisation trade-offs, and platform lifecycle management.
• Hands-on knowledge of ITSM, ITOM, ITAM, CMDB/CSDM, and enterprise integrations.
• Familiarity with cloud platforms (AWS, GCP), discovery, and event-driven architectures.
• Strong stakeholder management, communication, and decision-making skills.

• ServiceNow certifications (CSA, CIS ITSM / ITOM / ITAM).
• Experience operating platforms in regulated or high-control environments.
• Background in large-scale, multi-team platform organisations.