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.

ITSM Business Process Consultant

Location: Riyadh, Saudi Arabia (Onsite)
Type: Full-time, 40 hours per week
Start Date: ASAP
Duration: Approx. 500 hours of project effort

About the Role:

We are looking for a skilled ITSM Business Process Consultant to lead the unification and optimization of IT Service Management processes across multiple business units. The role focuses on aligning and standardizing key ITSM processes—Incident, Problem, Request, Change, and related areas—to ensure consistency, efficiency, and service excellence within a large enterprise environment.

Key Responsibilities:

Lead the analysis, design, and unification of ITSM processes across different teams and systems.
Work closely with stakeholders to assess current processes, identify gaps, and design a unified operating model.
Implement and configure ITSM workflows (e.g., Incident, Problem, Request) within ServiceNow or equivalent ITSM platforms.
Ensure alignment with ITIL best practices and organizational policies.
Develop process documentation, SOPs, and training materials to support adoption.
Collaborate with technical teams to validate that process design aligns with system capabilities.
Drive stakeholder buy-in and change management throughout the transformation process.

Required Skills & Experience:

Proven experience in ITSM process design, optimization, and implementation.
Hands-on expertise with ServiceNow ITSM or similar enterprise ITSM tools.
Strong understanding of ITIL v4 framework and best practices.
Experience leading cross-functional workshops and engaging stakeholders at all levels.
Excellent analytical, documentation, and communication skills.

Preferred Qualifications:

ITIL v4 Foundation or Intermediate Certification.
Experience in process unification or transformation projects within large enterprises.
Exposure to government or regulated industry environments.
ServiceNow Certified Implementation Specialist (CIS – ITSM) certification is a plus.

ITOM Specialist (Event Management Implementation)

Location: Riyadh, Saudi Arabia (Onsite)
Type: Full-time, 40 hours per week
Start Date: ASAP
Duration: Approx. 500 hours of project effort

About the Role:

We are seeking an experienced ITOM Specialist (ServiceNow Technical Consultant) to lead a hands-on Event Management implementation project, focusing particularly on data segregation and best practices in IT Operations Management. This is a full-time, onsite role based in Riyadh, ideal for a technically strong consultant who thrives in complex enterprise environments.

Key Responsibilities:

Lead and execute the implementation of ServiceNow ITOM Event Management, including integrations, configurations, and customization.
Design and implement data segregation strategies to ensure security and compliance within multi-tenant or multi-business unit environments.
Collaborate with stakeholders to gather requirements, define use cases, and align implementation with business goals.
Configure event rules, alert correlation, and monitoring integrations with third-party tools.
Support discovery and service mapping initiatives to enhance operational visibility.
Provide documentation, knowledge transfer, and technical mentoring as needed.

Required Skills & Experience:

Proven hands-on experience with ServiceNow ITOM, particularly Event Management.
Strong understanding of data segregation, CMDB, and event correlation concepts.
Experience integrating monitoring tools (e.g., SolarWinds, SCOM, Zabbix, or Dynatrace) with ServiceNow.
Solid grasp of ServiceNow architecture, MID Servers, and CMDB relationships.
Ability to work independently and deliver results in a fast-paced environment.
Excellent communication and stakeholder management skills.

Preferred Qualifications:

ServiceNow Certified Implementation Specialist (CIS-ITOM) or similar certification.
Experience in large-scale enterprise environments or managed services.
Prior exposure to projects in regulated or government sectors.

ITSM Business Process Consultant & ITOM Specialist | ServiceNow | Riyadh, Saudi Arabia

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