Head of Technical Delivery Management

You Are: We are seeking an experienced ServiceNow Solution Architect who will lead the end-to-end design and implementation of ServiceNow solutions across various modules. The ideal candidate will also take on partial Business Analyst responsibilities - including stakeholder engagement, requirement elicitation, documentation, and ensuring alignment between the business objectives and technical implementation. The opportunity:

Design scalable and high-performing ServiceNow solutions across ITSM, ITOM, CSM, HRSD, or other modules as per client needs.

Provide expert guidance on ServiceNow best practices, out-of-the-box capabilities, and customizations.

Own the technical architecture and oversee the full solution lifecycle from concept through deployment.

Create architecture blueprints, technical diagrams, integration strategies, and governance frameworks.

Provide direction to development teams, ensuring adherence to architectural and coding standards.

Ensure compliance with security, performance, and scalability standards.

Collaborate with business stakeholders to gather and analyze high-level and detailed requirements.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

• 8+ years of total ServiceNow experience, with at least 3+ years in a Solution Architect role.
• Strong exposure to multiple ServiceNow modules such as ITSM, ITOM, CSM, HRSD, IRM, or custom app development.
• Hands-on experience with ServiceNow scripting (JavaScript, Glide API), Flow Designer, and IntegrationHub.
• Proficiency in ServiceNow configuration, workflows, UI policies, data policies, business rules, client scripts.
• Experience in gathering and documenting business requirements (BRD, FRD, user stories).
• Strong stakeholder engagement and client-facing communication skills.
• Ability to lead workshops and translate functional needs into technical solutions.
• Experience in Agile/Scrum methodologies and working within a cross-functional team.

Preferred Qualifications:

ServiceNow Certifications: CSA (Certified System Administrator), CAD (Certified Application Developer), and CSA (Certified Implementation Specialist) in one or more modules.

Experience with ServiceNow integrations using REST, SOAP, MID Servers, and third-party tools.

Experience with CMDB and data modeling is a plus.

Familiarity with ITIL v3/v4 framework.

Excellent problem-solving skills and ability to work independently.

Soft Skills:

Excellent verbal and written communication.

Strong analytical and organizational skills.

Ability to manage multiple priorities in a fast-paced environment.

Proactive, self-driven, and client-focused.