Team Lead - ServiceNow Development

Welcome to NEXT Technology Sri Lanka, the Tech Hub of NEXT, the UK’s leading fashion retailer. Operating from the heart of Sri Lanka, we deliver cutting-edge IT services that power NEXT’s global operations. With over 500 stores and NEXT Online serving customers across 70+ countries, our work supports a truly international retail brand.

At NEXT Technology, you’ll work on exciting, impactful projects that enhance customer experiences, streamline product deliveries, and strengthen in-house systems that keep NEXT at the forefront of retail. Our Sri Lanka team plays a key role in major initiatives, including large-scale financial system transformations. You’ll collaborate closely with UK teams in a workplace that values growth, creativity, and collaboration.

Start your journey with NEXT Technology today and help shape the future of global retail.
Let’s take it on!

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Purpose

To build, retain, and develop a high-performing ServiceNow development team through strong people management and coaching (~80% of the role), while providing strategic technical oversight and championing Agile best practices (~20%) to ensure delivery of high-quality, scalable solutions aligned with business goals.

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Key Responsibilities

1. Team Leadership & Management (Operational Focus – ~80%)

• Performance Management: Conduct performance and probation reviews; provide timely, constructive feedback.
• Capacity & Availability: Manage workloads, task distribution, resourcing, attendance, leave, and shift requirements.
• Operational Development: Define team goals and KPIs; review and report on performance, utilization, and delivery metrics.
• Environment & Culture: Foster a motivated, collaborative, high-performing culture that promotes innovation and accountability.

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2. Team Deliverables (Technical Oversight & Quality – ~20%)

• Project Oversight: Support UK managers to ensure scope, delivery, testing, and releases meet quality and timeline expectations.
• Quality Assurance: Promote best practices, testing standards, and quality frameworks (e.g., Automated Test Framework – ATF).
• Service Delivery: Drive consistent delivery of business value; monitor performance and help resolve issues promptly.

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3. Collaboration

• Stakeholder Liaison: Build strong relationships with UK stakeholders (PGMs, PDMs, Developers, BAs, etc.).
• Cross-Functional Alignment: Collaborate with other technology teams to resolve cross-system issues and improve systems.
• Communication: Ensure effective communication internally and externally at all levels.
• Openness & Inclusion: Encourage open discussion, collaboration, inclusion, and diversity.

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4. Coaching & Mentoring

• Team Development: Lead, coach, and mentor the ServiceNow development team.
• Guidance: Support junior developers with career progression and skills development.
• Skill Building: Identify training needs, perform skills gap analysis, and promote continuous learning.
• Agile Coaching: Coach teams on Scrum and Kanban, embedding an Agile mindset.

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5. Contributions

• Continuous Improvement: Drive process improvements to enhance efficiency and reduce waste.
• Agile Adoption: Support the evolution of Agile practices across the team and department.
• Strategic Impact: Contribute to domain goals across projects and organizational groups.
• Professional Advocacy: Commit to self-development and act as an ambassador for NEXT Technology.

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Behaviors

Living Our Expectations (Core Values)

• For Our Customers: Keep the customer at the center of everything.
• Impact: Drive meaningful, positive change.
• Innovation: Explore new ideas and improve processes and products.
• Respect: Treat everyone with respect and openness.
• Integrity: Act honestly, responsibly, and transparently.
• Openness: Embrace collaboration and feedback.
• Growth: Commit to continuous learning and improvement.

Operational & Leadership Focus

• Proactive, self-driven, and improvement-oriented
• Strong analytical and problem-solving mindset
• Collaborative and adaptable in fast-paced environments
• Resilient under pressure with attention to detail
• Organized, structured, and deadline-focused

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Criteria

Essential Criteria

• Proven people leadership experience managing and mentoring technical teams
• Strong delivery management and workload prioritization skills
• Good understanding of ServiceNow (ITSM, ITOM, CMDB, etc.)
• Solid knowledge of Agile (Scrum/Kanban) and SDLC
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving ability
• ServiceNow Certified System Administrator (CSA) or equivalent
• Experience leading teams in large or multinational organizations

Desirable Criteria

• Experience with ServiceNow modules such as ITSM / ITOM
• Experience using Azure DevOps or Jira
• Awareness of ServiceNow underlying technologies (JavaScript / Glide APIs, XML, JSON)