Location: United Kingdom
Security Clearance: SC Eligible
Employment Type: Permanent
Linking Humans is partnering with a leading organisation operating a mature, enterprise-scale ServiceNow environment. ServiceNow is positioned as a strategic platform supporting customer, employee, and technology experience across the organisation.
This is a senior architect role with accountability across presales, programme leadership, and technical governance. You will operate as a trusted advisor to senior stakeholders, shaping ServiceNow strategy, defining platform architecture, and ensuring high-quality delivery across complex client environments.
You will take ownership of ServiceNow architecture from early discovery through to implementation, working closely with executive stakeholders, delivery teams, and commercial functions. The role requires a balance of technical authority, commercial awareness, and strong stakeholder engagement.
Key responsibilities include:
* Leading ServiceNow architecture across multi-module implementations
* Supporting presales activity, including discovery, architecture definition, proposals, and executive presentations
* Acting as the senior architectural authority across ServiceNow engagements
* Advising clients on platform strategy, roadmap planning, and value realisation
* Providing architectural governance and technical leadership across delivery teams
* Building and maintaining strong relationships across the ServiceNow partner ecosystem
This position is not focused on day-to-day configuration. It is centred on setting technical direction, assuring quality, and enabling successful outcomes.
The following capabilities are essential for this role.
IT Service Management (ITSM)
Strong experience across Incident, Problem, Change, Request Management, CMDB alignment, service levels, and ITIL best practice. This forms the foundation of most client engagements.
Customer Service Management (CSM)
Demonstrated experience designing end-to-end customer journeys, omnichannel case management, integrations, and Customer experience-focused value propositions.
HR Service Delivery (HRSD)
Proven capability in architecting HR case management, employee journeys, lifecycle events, and aligning HR processes to broader employee experience strategies.
Employee Service Center
Clear understanding of how the Employee Service Center operates as the unified entry point for employee services across IT, HR, Facilities, and shared services.
Case and Knowledge Management
Strong knowledge of knowledge architecture, deflection strategies, operational metrics, and continuous improvement across HRSD and CSM.
Performance Analytics
Ability to design and present meaningful dashboards, KPIs, and executive-level insight that demonstrate platform value, performance, and ROI.
Platform fundamentals
You must be technically authoritative across:
* Flow Designer and workflow automation
* Integrations and data migration
* Scripting fundamentals to guide teams and challenge designs
* Security, roles, and ServiceNow data model principles
Hands-on configuration is not required on a daily basis; technical credibility and architectural leadership are essential.
Skills and experience
* Proven experience as a ServiceNow Architect or senior consulting lead
* Strong background working with enterprise clients and complex stakeholder groups
* Ability to communicate technical concepts clearly to non-technical audiences, including executive leadership
* Experience supporting sales cycles, presales workshops, and complex proposals
* Strong analytical and problem-solving capability
* Understanding of change management, adoption, and organisational impact
Security requirements
This role requires eligibility for Security Check (SC) clearance.
Applicants must have resided continuously in the United Kingdom for the last five years and meet standard clearance criteria.
Why consider this opportunity
* ServiceNow is a core strategic platform with long-term investment
* Exposure to complex, high-profile transformation programmes
* Clear opportunity to influence platform strategy and delivery outcomes
* Strong commitment to professional development and career progression