Senior ServiceNow Lead: Architect & Coach, Conversational AI

The University of Manchester is seeking a Lead ServiceNow Developer to design and develop our enterprise ServiceNow platform across ITSM, CSM, HRSD and SIR. This role balances leadership with hands-on delivery, coaching colleagues and guiding service design to maximise platform value.

Key focus areas include conversational support strategies, Teams Live Chat, Enhanced Chat, Virtual Agent optimisation and improvements to customer journeys and knowledge content within a dynamic, inclusive

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