Job Description

Key Responsibilities:

ServiceNow Platform Leadership

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  Conduct comprehensive feasibility studies to evaluate ServiceNow implementation opportunities and assess technical viability for proposed solutions.
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  Lead the architectural design and migration strategy for transitioning workflows from legacy platforms and existing enterprise systems to ServiceNow, ensuring minimal business disruption and maximum value realisation.
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  Design and oversee the implementation of ServiceNow Performance Monitoring and Predictive Analytics capabilities to enhance operational visibility and enable data-driven decision making.
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  Establish monitoring frameworks that provide real-time insights into system performance, user adoption, and business process efficiency.

Agile Delivery and Scrum Leadership

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  Serve as Scrum Master across one or more ServiceNow delivery teams, facilitating all Scrum ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives to ensure consistent and predictable delivery cadences.
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  Champion agile principles and practices across the organisation, coaching teams and stakeholders on Scrum frameworks and fostering a culture of continuous improvement.
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  Own and manage the product backlog in close collaboration with Product Owners and business stakeholders, ensuring user stories are well-defined, prioritised, and ready for sprint execution.
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  Identify and proactively remove impediments that obstruct team progress, escalating organisational blockers where necessary to protect team velocity and delivery commitments.
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  Track and communicate key agile metrics including velocity, sprint burndown, and release progress to provide transparency to senior leadership and programme stakeholders.
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  Drive retrospective outcomes into actionable improvements, ensuring lessons learned are embedded into subsequent delivery cycles.

Artificial Intelligence and Innovation

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  Design, architect, and oversee the implementation of ServiceNow AI capabilities including NowAssist, Agentic AI, and other emerging AI features.
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  Develop comprehensive strategies for AI adoption that align with business objectives and enhance user experience across the platform.
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  Lead exploration and experimentation initiatives to integrate ServiceNow AI capabilities with other Software-as-a-Service solutions and enterprise applications.
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  Identify integration opportunities that create synergies and improve cross-platform functionality.
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  Oversee the migration of the current platform to an enhanced ServiceNow platform environment and unlock new capabilities including advanced AI and workflow capabilities.

Enterprise Architecture

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  Provide enterprise-wide architecture review and guidance to ensure ServiceNow implementations align with broader organisational technology strategy.
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  Collaborate with stakeholders across business units to understand requirements, identify opportunities for standardisation, and promote architectural consistency across the enterprise.

Access Control and Licensing Optimisation

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  Streamline and simplify the existing complex ServiceNow access control matrix whilst working within existing licensing and access requirements.
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  Develop strategies to optimise user access patterns, reduce administrative overhead, and ensure appropriate security controls are maintained across all ServiceNow applications and modules.

Quality Assurance and Vendor Management

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  Provide independent validation and counter-checks of vendor solutions and implementation efforts.
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  This includes conducting thorough reviews of ServiceNow instance upgrades, validating code quality during deployments, and ensuring adherence to best practices and organisational standards.
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  Serve as the technical authority for vendor accountability and solution quality assurance.

Qualifications

Technical Requirements

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  Extensive experience with ServiceNow platform architecture, configuration, and customisation
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  Proven track record in enterprise solution architecture and system integration
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  Deep understanding of workflow migration strategies and legacy system modernisation
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  Experience with ServiceNow Performance Analytics, Predictive Intelligence, and AI capabilities
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  Knowledge of enterprise software ecosystems including ERP, HCM, and procurement platforms
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  Solid grounding in Agile and Scrum frameworks, with demonstrated ability to lead delivery teams through complex, multi-workstream programmes

Professional Experience

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  Minimum 8–10 years of solution architecture experience with at least 3 years focused on ServiceNow, with preference on ServiceNow Customer Service Management (CSM)
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  Minimum 3 years of experience as a Scrum Master or Agile Delivery Lead, preferably within enterprise technology or digital transformation programmes
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  Demonstrated experience facilitating agile ceremonies, managing backlogs, and coaching cross-functional teams on agile ways of working
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  Demonstrated experience in vendor management and solution validation
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  Track record of successful large-scale digital transformation projects
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  Experience with enterprise architecture frameworks and methodologies
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  Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem solving, including using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI's potential impact on the function or industry

Skills and Competencies

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  Strong analytical and problem-solving capabilities with attention to detail
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  Excellent communication and facilitation skills, with the ability to present complex technical concepts to diverse audiences and lead collaborative team sessions
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  Proven ability to manage competing priorities across multiple workstreams whilst maintaining team focus and morale
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  Understanding of IT service management, business process automation, and enterprise integration patterns
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  Ability to balance the dual role of technical architect and agile delivery leader, adapting communication style and focus depending on context and audience

Preferred Qualifications

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  ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications
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  Certified Scrum Master (CSM), Professional Scrum Master (PSM), or SAFe Scrum Master certification
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  Experience with cloud platforms and modern integration technologies
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  Knowledge of AI/ML technologies and their enterprise applications
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  TOGAF or similar enterprise architecture certification
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  Experience in government or highly regulated environments
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  Familiarity with scaled agile frameworks such as SAFe or LeSS in the context of large enterprise programmes