Director, ServiceNow Architect & Technical Delivery

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Job Description

ServiceNow Architect & Technical Delivery owns the technical vision, architecture, and delivery quality of Opensity's ServiceNow instances and client engagements. This role sets and enforces technical delivery standards across the ServiceNow practice, coaches and develops ServiceNow developers, and partners closely with Services Product Management to ensure architecture decisions support both internally managed platforms and externally delivered professional and managed services. The Director is accountable for driving consistently high delivery quality and client satisfaction across all ServiceNow engagements.

Job Responsibilities

• Oversee the development and architecture of Opensity's ServiceNow instances, including platform design, integrations, data model, and application architecture.
• Develop, document, and maintain technical delivery standards, best practices, and governance frameworks for ServiceNow implementations across the practice.
• Manage, coach, and mentor ServiceNow developers and technical consultants, raising the technical bar through code reviews, architecture reviews, and hands-on guidance.
• Partner with Services Product Management to align technical delivery approaches with the services roadmap, supporting both internal, customer-facing professional services, and managed services engagements.
• Drive consistently high levels of delivery quality, platform performance, and client satisfaction across all engagements.
• Lead technical architecture reviews and solution designs for complex or high-risk implementations, serving as the technical escalation point when needed.
• Evaluate platform architecture decisions across ITSM, ITOM, and other ServiceNow modules, ensuring alignment with ServiceNow best practices and upgrade readiness.
• Support pre-sales and scoping activities by providing technical architecture input, effort estimates, and risk assessments.
• Monitor platform health, technical debt, and instance hygiene across managed environments, and recommend remediation plans.
• Stay current with ServiceNow platform releases, new capabilities, and industry best practices, and share findings across the practice.

Required Qualifications

• 8+ years of ServiceNow implementation and architecture experience, including experience across multiple modules (e.g., ITSM, ITOM, CSM, Plus).
• Prior experience delivering through a ServiceNow partner, professional services organization, or managed services environment.
• Demonstrated experience setting technical standards, governance, or delivery frameworks for a development team or practice.
• Strong track record coaching, mentoring, and developing technical talent.
• Excellent client-facing communication skills, with experience presenting architecture decisions to technical and non-technical stakeholders.
• Deep understanding of ServiceNow platform architecture, scripting (JavaScript/Glide API), integrations (REST/SOAP, MID Server), and the Common Service Data Model (CSDM).

Preferred Qualifications

• Active Certified ServiceNow Architect (CTA) certification
• Additional ServiceNow certifications (e.g., CIS in ITSM/ITOM/CSM, Certified Application Developer, Micro-Certifications).
• Experience with ServiceNow DevOps, CI/CD, and automated testing frameworks (e.g., ATF).
• Experience partnering directly with product management or services leadership to shape delivery roadmaps.
• Background supporting both internal enterprise instances and external client-facing implementations.

What Success Looks Like

• Opensity's ServiceNow instances are architected for scalability, maintainability, and upgrade readiness.
• Delivery teams consistently follow documented technical standards, reducing rework and technical debt.
• Developers report measurable growth in technical capability as a result of coaching and review.
• Client satisfaction and delivery quality metrics improve across professional and managed services engagements.

The Compensation range for this role is 140,000 to 180,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

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Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.