Manager | Customer Service Management | Pune | ServiceNow

- Job requisition ID : 105144
- Location: Pune
- Entity: Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P;

Your work profile

- Define overall solution architecture aligned with business requirements and platform best practices

- Lead design workshops and technical discussions with stakeholders

- Review and approve solution designs, ensuring scalability and maintainability

- Architect complex integrations with external systems (REST, SOAP, APIs, middleware)

- Define integration patterns, data flow, and security considerations

- Ensure robust, reusable, and optimized integration solutions

- Guide and mentor development teams across modules and implementations

- Provide design direction and resolve technical challenges

- Conduct code and design reviews

- Act as a trusted advisor to clients, translating business needs into technical solutions

- Lead client-facing discussions, design calls, and solution walkthroughs

- Provide recommendations aligned with industry and platform best practices

- Strong understanding across ServiceNow modules such as ITSM, CMDB, Asset, and integrations

- Ensure optimal use of OOTB capabilities over customizations

- Establish design standards, governance models, and best practices

- Ensure compliance with security, performance, and architectural standards

- Support Agile delivery model and participate in key ceremonies

- Ensure alignment between design, development, and business expectations





- Maintain high-level and low-level design documents

- Stay updated with ServiceNow releases and recommend improvements

Key skills required

- Minimum 8+ years of overall experience with strong ServiceNow expertise

- Proven experience as a Solution Architect / Designer on ServiceNow projects

- Strong expertise in complex integrations (end-to-end architecture)

- Deep understanding of ServiceNow platform, data model, and architecture

- Experience in leading design workshops and client discussions

- Strong knowledge of SDLC and Agile methodologies

- Excellent problem-solving and decision-making skills

- Strong communication and stakeholder management skills

- Experience in leading and mentoring teams

Education - UG & Above

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Your bold odyssey starts here

Our story starts with your success: Experience excellence in an workplace that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn current skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.

📌 Manager | Customer Service Management | Pune | ServiceNow (India)
🏢 Deloitte
📍 India