Job Description

We are seeking an experienced ServiceNow Solution Architect / Agile Delivery Lead to provide technical leadership across the ServiceNow platform while driving agile delivery across multiple transformation initiatives. The role combines ServiceNow architecture, platform modernisation, AI adoption, enterprise integration, Scrum leadership, and vendor governance.

Key Responsibilities

ServiceNow Platform Leadership

• Conduct feasibility studies to evaluate ServiceNow implementation opportunities and determine the technical viability of proposed solutions.
• Lead the architecture and migration strategy for transitioning workflows from legacy platforms, including SharePoint, Nintex K2, and other existing systems, to ServiceNow.
• Ensure migrations minimise business disruption while maximising platform value and operational efficiency.
• Design and oversee the implementation of ServiceNow Performance Analytics, Predictive Intelligence, and monitoring capabilities.
• Establish monitoring frameworks that provide visibility into system performance, user adoption, and business process efficiency.

Agile Delivery & Scrum Leadership

• Serve as Scrum Master / Agile Delivery Lead across one or more ServiceNow delivery teams.
• Facilitate Scrum ceremonies, including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Champion Agile and Scrum practices and coach delivery teams and stakeholders on effective ways of working.
• Manage the product backlog in collaboration with Product Owners and business stakeholders, ensuring user stories are clearly defined, prioritised, and ready for delivery.
• Identify and remove delivery impediments and escalate organisational blockers where necessary.
• Track and communicate key Agile metrics, including velocity, sprint burndown, release progress, and delivery commitments.
• Translate retrospective findings into actionable improvements for subsequent delivery cycles.

Artificial Intelligence & Innovation

• Design, architect, and oversee the implementation of ServiceNow AI capabilities, including Now Assist, Agentic AI, AI Agent Studio, and other emerging AI features.
• Develop AI adoption strategies aligned with business objectives and platform roadmaps.

Explore opportunities to integrate ServiceNow AI capabilities with enterprise SaaS platforms such as:

1. Microsoft Copilot
2. Workday
3. SAP
4. Coupa
5. Ivalua
6. Oracle

• Identify cross-platform integration opportunities that improve automation, user experience, and business efficiency.
• Oversee migration to ServiceNow Protected Platform (SPP) and enable capabilities such as AI Agent Studio and Workflow Data Fabric.

Enterprise Architecture

• Provide enterprise architecture review and technical guidance for ServiceNow initiatives.
• Ensure ServiceNow solutions align with the organisation's broader technology strategy, security requirements, and architecture standards.
• Collaborate with business and technology stakeholders to understand requirements and identify opportunities for standardisation.
• Promote architectural consistency, scalability, and reuse across ServiceNow applications and modules.

Access Control & Licensing Optimisation

• Review and simplify the existing ServiceNow access control model while operating within licensing constraints.
• Develop strategies to optimise user access and licensing utilisation.
• Reduce administrative complexity while maintaining appropriate security and governance controls.

Quality Assurance & Vendor Management

• Provide independent technical validation of solutions and implementations delivered by external vendors.
• Review ServiceNow upgrades, deployments, configurations, customisations, and code quality.
• Ensure solutions comply with ServiceNow best practices, enterprise architecture standards, and organisational requirements.
• Act as the technical authority for vendor accountability, implementation quality, and solution assurance.

Qualifications

Technical Requirements

• Extensive experience in ServiceNow platform architecture, configuration, and customisation.
• Strong track record in enterprise solution architecture and system integration.
• Deep understanding of workflow migration, legacy system modernisation, and business process automation.
• Experience with ServiceNow Performance Analytics, Predictive Intelligence, and AI capabilities.
• Knowledge of enterprise platforms across ERP, HCM, procurement, and SaaS ecosystems.
• Strong understanding of Agile and Scrum methodologies, with experience leading complex, multi-workstream delivery programmes.

Professional Experience

• 8–10+ years of Solution Architecture experience, including at least 3 years focused on ServiceNow.
• ServiceNow Customer Service Management (CSM) experience is highly preferred.
• At least 3 years of experience as a Scrum Master or Agile Delivery Lead, preferably within enterprise technology or digital transformation programmes.
• Demonstrated experience facilitating Agile ceremonies, managing product backlogs, and coaching cross-functional teams.
• Strong experience in vendor management, technical governance, and solution validation.
• Proven track record delivering large-scale digital transformation programmes.
• Experience with enterprise architecture frameworks and methodologies.
• Experience applying or evaluating AI-powered technologies within business processes, workflow automation, decision-making, analytics, or enterprise applications.

Skills & Competencies

• Strong analytical and problem-solving capabilities with excellent attention to detail.
• Excellent communication, stakeholder management, and facilitation skills.
• Ability to communicate complex technical concepts effectively to both technical and non-technical stakeholders.
• Proven ability to manage competing priorities across multiple workstreams.
• Strong understanding of IT Service Management (ITSM), business process automation, and enterprise integration patterns.
• Ability to balance responsibilities as both a technical architect and Agile delivery leader.
• Strong leadership skills with the ability to influence teams, vendors, and senior stakeholders.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS).
• Certified ScrumMaster (CSM), Professional Scrum Master (PSM), or SAFe Scrum Master certification.
• Experience with cloud platforms and modern integration technologies.
• Knowledge of AI/ML technologies and enterprise AI applications.
• TOGAF or equivalent enterprise architecture certification.
• Experience working within government or highly regulated environments.
• Familiarity with scaled Agile frameworks such as SAFe or LeSS.