Job Title: Technical Lead – ServiceNow
Location: London, UK (Remote / Hybrid)
Salary: Competitive (based on experience & certifications)
About the Role
We are looking for a highly skilled Technical Lead to drive and oversee technical delivery across the full ServiceNow ecosystem. This individual will act as the senior technical authority across multiple implementations, ensuring best-practice architecture, high-quality delivery, and seamless execution of client engagements.
You will lead technical strategy, run workshops, guide architecture decisions, and work closely with consultants, developers, and clients to ensure the platform is designed, built, and delivered to the highest standard.
This role requires strong hands-on expertise across CSM, CMDB, ITSM, and ITOM, with broader module knowledge being a significant advantage. A Certified Master Architect (CMA) or ServiceNow Certified Technical Architect (CTA) is strongly preferred.
Key Responsibilities
Technical Leadership & Architecture
Act as the technical authority across ServiceNow engagements, ensuring architectural best practice.
Lead architecture reviews, platform design sessions, and technical governance.
Define and maintain technical standards, patterns, and frameworks.
Ensure platform scalability, performance, and maintainability.
Client Engagement
Lead technical workshops with clients to understand requirements, challenges, and business outcomes.
Run roadmap planning sessions and solution design discussions.
Translate business goals into technical solutions aligned with ServiceNow best practice.
Delivery Oversight
Oversee end-to-end technical delivery across multiple projects.
Ensure solution quality, technical integrity, and alignment with client requirements.
Review and validate stories, configurations, and custom development.
Provide hands-on support for complex configuration, integrations, and troubleshooting.
Team Leadership
Guide and mentor developers, technical consultants, and architects.
Support skills development, certifications, and capability building within the technical team.
Act as an escalation point for complex technical issues.
Collaboration & Continuous Improvement
Work closely with engagement managers, solution consultants, and project teams.
Contribute to pre-sales, solution proposals, and technical scoping.
Stay ahead of new ServiceNow releases, features, and product capabilities.
Promote continuous improvement in delivery processes, tools, and methodologies.
Required Skills & Experience
Strong technical leadership background within ServiceNow professional services or partner environments.
Proven expertise across CSM, CMDB, ITSM, and ITOM (mandatory).
Hands-on experience architecting and delivering complex ServiceNow solutions.
Strong stakeholder engagement and workshop facilitation skills.
Excellent understanding of ServiceNow platform architecture, integrations, and governance.
Ability to translate business and technical requirements into scalable solutions.
Strong communication, documentation, and presentation skills.
Preferred Qualifications
ServiceNow Certified Master Architect (CMA) – ideal.
OR Certified Technical Architect (CTA) / Certified Application Architect (CAA) / Certified Implementation Specialist (multiple modules).
Additional certifications in ITOM, CSM, CMDB, HRSD, SPM, or other modules.
ITIL certification, Agile/Scrum certification, and cloud knowledge (Azure/AWS) are beneficial.
Prior experience mentoring technical teams and leading large-scale enterprise implementations.
Ideal Candidate Profile
A senior ServiceNow expert with a strong blend of architectural expertise, delivery oversight, and client-facing leadership.
Comfortable leading discussions with senior stakeholders and technical teams alike.
Passionate about platform excellence, innovation, and raising technical standards.
Able to operate autonomously, own complex client problems, and drive outcomes.