ServiceNow Proposal & Solutions Specialist | Pre-Sales & RFP

ServiceNow Proposal & Solutions Specialist

Overview

Kaptius is seeking a skilled ServiceNow Proposal & Solutions Specialist to lead the development of compelling, high-quality client proposals. This role is critical in supporting pre-sales and business development efforts for organisations looking to implement or optimise ServiceNow platforms.

The successful candidate will combine strong writing ability, technical understanding of ServiceNow, and commercial awareness to produce winning responses to RFPs, RFIs, and Statements of Work (SOWs).

Key Responsibilities

• Own and lead the end-to-end creation of RFP, RFI, and SOW responses for ServiceNow engagements

• Translate complex client requirements into clear, persuasive, and structured proposal content

• Collaborate with ServiceNow architects, consultants, sales, and delivery teams to capture accurate technical solutions

• Articulate value propositions, implementation approaches, timelines, and pricing structures

• Ensure proposals align with Kaptius’ brand, tone, and quality standards

• Maintain and improve reusable proposal content, templates, and case studies

• Manage deadlines and coordinate inputs from multiple stakeholders

• Support bid strategy, win themes, and differentiators for competitive tenders

Required Skills & Experience

• Proven experience producing ServiceNow-focused proposals or pre-sales documentation

• Strong knowledge of ServiceNow modules (e.g. ITSM, ITOM, HRSD, CSM, SecOps, CMDB)

• Demonstrable experience responding to enterprise-level RFPs/RFIs

• Exceptional written communication and storytelling skills

• Ability to work with technical and non-technical stakeholders

• Strong attention to detail and quality control

• Commercial awareness of implementation delivery models and pricing structures

Desirable Experience

• Background in ServiceNow consulting, pre-sales, or solution architecture

• Experience within a ServiceNow Partner environment

• Familiarity with public sector or regulated industry tenders

• Proposal management or bid management certification

Why This Role Matters

This role sits at the heart of Kaptius’ growth strategy, directly influencing pipeline conversion and client trust by clearly communicating how Kaptius delivers value through ServiceNow solutions.

Technical Lead – ServiceNow | London | CSM, CMDB, ITSM, ITOM Expert

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.