Manager, Technical Lead, ServiceNow

Overview

As Senior Manager in Deloitte’s ServiceNow team, you will shape and deliver transformative ServiceNow solutions for large clients, guiding strategy, architecture, and delivery. You’ll lead client relationships, drive multi-module implementations, and contribute to growth of the ServiceNow capability. The role blends hands-on solution design with business development, in a collaborative, inclusive culture. You’ll work across industries, shaping sustainable outcomes and high-value change.

Pay / Benefits

• hybrid working policy
• focus on wellbeing
• world-class development and learning
• career growth and mentoring
• inclusive culture
• flexible career directions

Responsibilities

• Lead and deliver ServiceNow solutions across client engagements, aligning with client objectives
• Design targeted, scalable ServiceNow solutions considering maintainability and user experience
• Cultivate client relationships and communicate complex concepts to diverse stakeholders
• Gather business requirements and translate into ServiceNow designs; run workshops and design sessions
• Ensure architecture governance and best practices; produce architecture artefacts and workshop materials
• Deliver projects on time and budget; collaborate with Business Analysts and Developers
• Support business development: contribute to proposals, demos, and proof-of-concepts for sales cycles
• Mentor team members and contribute to ServiceNow practice growth; sponsor new market solutions
• Contribute to the firm’s inclusive culture and enterprise architectural communities
• Develop and maintain ServiceNow capability through ongoing learning and cross-team collaboration
• Support in resourcing, agile ceremonies, and capacity planning within delivery teams
• Engage in broader industry sectors to drive thought leadership and market offerings

Key requirements

• Comprehensive ServiceNow experience across ITSM, HRSD, IRM, ITOM, CSM
• Proven track record on large enterprise ServiceNow programmes
• Experience with ServiceNow integrations (REST/SOAP) and Integration Hub/Workflow Data Fabric
• Strong presentation and communication skills across technical and non-technical stakeholders
• Ability to work in fast-paced, varied environments with critical thinking and problem-solving
• Advanced understanding of ServiceNow SDLC and agile delivery methodologies
• Certifications: ServiceNow System Administrator and Application Developer; CIS in 2+ applications; familiarity with CSDM 5.0
• Desirable: CMA/CTA, Discovery/Service Mapping familiarity, NowAssist/GenAI familiarity, Prince2/Agile ITIL v3/4 foundations
• Industries familiarity: Life Science & Health Care, Consumer, Energy, ER&I, Technology, Financial Services
• Knowledge of project sales cycles, resourcing, and cost modelling

• Relationship-building and stakeholder management
• Clear, concise communication of complex concepts
• Mentoring and leadership within a team
• ServiceNow platform expertise (ITSM, HRSD, IRM, ITOM, CSM)
• REST/SOAP integration
• ServiceNow Integration Hub and Workflow Data Fabric

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