Job Description

Responsibilities

1. Platform Architecture Ownership

a. Define end-to-end architecture for: ServiceNow-based ITSM / ITOM platforms, Network Observability stack (Elastic, telemetry pipelines, AIOps integrations), Automation and orchestration layers, Infrastructure Platforms running Containers e.g Red Hat OpenShift

b. Design scalable multi-tenant or single-tenant managed service platforms.

c. Establish integration patterns between: ServiceNow CMDB & ITOM, Elastic Observability / SIEM, Infrastructure telemetry (network, cloud, telco core, etc.)

c. Ensure platform alignment to security frameworks (NIST, Zero Trust where applicable).

1. ServiceNow Architecture & Governance

a. Architect ServiceNow modules including: ITSM, ITOM (Discovery, Event Management), CMDB governance, Service Mapping, Automation workflows

b. Define platform operating model (Dev/Test/Prod governance).

c. Drive ServiceNow as the single pane of operational truth.

d. Ensure integration with observability stack for automated incident correlation.

1. Network Observability & Elastic Stack Leadership

a. Architect telemetry ingestion pipeline - Logs, Metrics, Traces, Network flows

b. Design Elastic-based observability platform including:Logstash / Beats, Elasticsearch, Kibana dashboards

c. Integrate observability insights into ServiceNow for automated ticketing.

d. Enable AIOps use cases for proactive detection and noise reduction.

e. Build use cases around:Network performance monitoring, Private cloud visibility, Telco/private mobile core observability, CII-grade monitoring

1. Service Offering Development & Commercialisation

a. Translate platform capabilities into market-ready offerings: Managed ITSM, Managed Observability, Managed Network & Infrastructure, Automation- as-a-Service

b. Define: Service catalogues, SLAs / XLAs, Operating models, Tiered service packages

c. Collaborate with Sales & Pre-sales to:Position differentiated offerings, Develop solution playbooks, Create reusable reference architectures

d. Own cost modelling and margin protection.

1. Leadership & People Management

A. Architecture Team Leadership

• Lead and manage a team of domain architects across: Cloud & Private Cloud, Enterprise Network, ServiceNow, Observability / Data platforms
• Establish architecture governance board.
• Define architecture standards and reusable reference patterns.
• Mentor and develop senior architects.
• Ensure cross-domain integration discipline (no siloed designs).

B. Engineering & SRE Team Leadership

• Oversee Site Reliability Engineering (SRE) team responsible for:Platform availability & uptime, Reliability engineering, Capacity planning, Automation & self-healing mechanisms
• Define SRE operating model:Error budgets, Reliability KPIs, MTTR reduction targets,
• Drive DevOps / DevSecOps alignment.
• Ensure platform reliability aligns with SLA commitments.
• Embed observability-first mindset into engineering culture.

C. Talent Development & Capability Building

• Define skill roadmap for:ServiceNow architects, Elastic engineers, Automation engineers, SREs
• Identify skill gaps and develop hiring plan.
• Build internal platform centre-of-excellence (CoE).
• Establish succession planning for senior architecture roles.

1. Governance & Risk Management

• Establish architecture review boards.
• Ensure CMDB integrity and data governance.
• Embed observability into cybersecurity posture.
• Ensure platform scalability and resilience.

Requirements

• At least 15 years in enterprise infrastructure or managed services with at least 5 years in enterprise architecture leadership position(s).
• Deep hands-on or architectural experience in:

o ServiceNow (ITSM, ITOM, CMDB)

o Elastic Stack / network observability platforms

o Automation & event correlation

• Experience designing managed service platforms.
• Experience in SI, telco-integrator, or large MSP environment.

Preferred Certifications

• ServiceNow CSA / CIS-ITSM / CIS-ITOM
• Elastic Certified Engineer (advantageous)
• TOGAF
• ITIL
• Certifications on Private Cloud Containers platform e.g Red Hat OpenShift will be advantageous

Ideal Candidate Profile

This role is ideal for someone who:

• Understands both architecture and operations
• Can convert technology into repeatable service offerings
• Thinks in terms of platform scalability and commercial viability