At Deloitte we help clients around the world resolve their most critical information and technology challenges, across the breadth of IT & Digital, from strategy through to implementation and managed services. With a team of more than 1700 people working in Technology in the UK, we bring our passion, experience, and technology skills to bear on our clients' most high-profile technology projects.
Job Description
Our ServiceNow capability is a rapidly growing part of our business. As a Global ServiceNow Partner we provide services across all four Partner capacities to our global clients. We transform businesses through the design and implementation of ServiceNow, developing innovative solutions on the platform to tackle our clients' most pressing needs. We focus on delivering high value sustainable change and business outcomes and work closely with ServiceNow leadership and product teams to address future challenges faced by our clients.
Role Overview
As a Senior Manager in our ServiceNow team, you will build, shape and innovate transformative solutions, leading client relationships and solution delivery from the start of the engagement. You will broaden your skillset working on complex, transformational solutions across a range of clients and gain valuable experience in developing and building the business across our industries and our consulting network.
Key Responsibilities
* Design and architect end-to-end solutions across multiple ServiceNow modules, considering operationality, maintainability, and user experience.
* Cultivate and manage client relationships, building trust and eminence across the client architectural stakeholder landscape.
* Communicate complex technical concepts to both technical and non‑technical stakeholders clearly and concisely.
* Engage and participate with client stakeholders from early phases of the program, including vision, goal, and objective setting, and apply outputs to inform solution design.
* Collaborate with business stakeholders to gather and analyse business requirements and translate those into ServiceNow solutions.
* Define and lead solution design sessions and workshops with clear agendas and goals.
* Uphold and drive adherence to architecture and governance standards, delivering robust, adaptable, and scalable solutions in accordance with ServiceNow best practice.
* Work with program peers and stakeholders to identify and address implications of target solution architecture, including considerations across operationality, maintainability, user experience and business change.
* Lead, motivate and collaborate with team members across multiple workstreams and geographies, including program leadership, business analysts, developers, and testing peers.
* Develop high‑quality design and facilitation material/artefacts such as high‑level architectures, low‑level architecture, and workshop presentation material.
* Ensure the project is delivered on time, within budget, and to the client's satisfaction.
* Support the development of proposals, creating conceptual designs and identifying the right fit approach and solution for prospective clients.
* Present in oral sales phases and creditionise Deloitte's expertise.
* Lead a team to create demos, proof of concepts to support the sales cycle.
* Provide guidance and support to team members within program delivery and our operating unit.
* Mentor and coach team members to develop their skills and advance their careers.
* Play a key role in developing and growing our ServiceNow capability and architectural practice.
* Contribute and/or sponsor the development of innovative market solution offerings based on the ServiceNow platform.
* Contribute to the firm’s commitment to creating a more inclusive environment.
* Develop eminence and collaborate with wider Enterprise Architectural communities.
Essential Experience
* Proven experience in Enterprise Service Management and ServiceNow architecture and solution ecosystem across modules such as ITSM, HRSD, iRM, ITOM, and CSM.
* Strong digital transformation experience for tier‑one clients across multiple industries.
* Experience with ServiceNow integrations using REST/SOAP, Integration Hub and Workflow Data Fabric.
* Ability to work in a fast‑paced, challenging, and varied environment.
* Understanding of Enterprise Service Management and how ServiceNow is a fundamental technology enabler.
* Strong presentation skills, articulating complex technical solutions across stakeholder types.
* Critical thinking and problem‑solving ability, working without clear instruction.
* Enthusiasm for delivering market‑leading solutions.
* Advanced understanding of ServiceNow development practices and proficiency across all phases of the software development lifecycle.
* Commercial awareness to manage effective client, supplier, and partner relationships.
* Experience in delivery using Agile methodologies.
* Certified ServiceNow System Administrator and Application Developer.
* Certified ServiceNow Implementation Specialist in two or more applications.
* Familiarity with CSDM 5.0.
* Possession of or ability to obtain security clearance.
Desirable Experience
* Certified ServiceNow Certified MA and/or CTA.
* Familiarity with Discovery and Service Mapping approaches.
* Familiarity with GenAI/Agentic AI/NowAssist.
* Certified in Prince2 and/or Agile disciplines.
* Certified in ITIL v3/4 Foundation or higher.
* Thought leadership across one or more of our sector industries:
o Life Science & Healthcare (HCLS)
o Consumer
o Energy, Resource and Industrial (ER&I)
o Technology, Media, and Telecommunications
o Financial Services
* Familiarity with the project sales cycle, including programme structures, resourcing, and cost modelling.
About Deloitte
Deloitte drives progress, invests in outstanding people, and builds teams of future thinkers. We lead with integrity, foster inclusion, and collaborate for measurable impact.
We offer a hybrid working policy with flexibility across UK offices, virtual collaboration spaces, client sites and remote options, tailored to your role.
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