Location Bangalore Hybrid (10 days onsite in a month )
Experience
12+years
Contract 2 hire role
General Shift
Role
C1/Manager
JD
- Position Summary
- The Service Now Architect cum Delivery Manager will serve as the overall engagement lead, responsible for both the technical architecture and successful delivery of Service Now initiatives. This role combines strategic platform ownership, architecture governance, stakeholder management, program leadership, and team oversight to ensure scalable, secure, and business-aligned Service Now solutions.
- Key Responsibilities
- Architecture & Technical Leadership
- Define and own the Service Now platform architecture, roadmap, and governance framework.
- Design scalable, maintainable, and secure Service Now solutions aligned with enterprise standards.
- Establish platform governance including:
- Instance strategy
- Cloning schedules
- Release management
- Update Set governance
- App Engine deployment standards
- Design and review:
- Data models
- CMDB architecture
- CSDM alignment
- Custom applications
- Integration architectures
- Lead Technical Review Boards (TRB) to evaluate and approve customization requests.
- Ensure platform best practices are followed to minimize technical debt.
- Define secure integration patterns using:
- REST APIs
- SOAP APIs
- Webhooks
- Integration Hub
- OAuth 2.0
- SSO and Identity integrations
- Delivery & Program Management
- Own end-to-end Service Now implementation and enhancement projects.
- Manage project scope, schedules, budgets, milestones, and delivery quality.
- Drive Agile delivery processes including:
- Sprint Planning
- Daily Standups
- Sprint Reviews
- Retrospectives
- Monitor:
- Velocity
- Burndown charts
- Resource utilization
- Release readiness
- Manage project risks, dependencies, and escalation management.
- Ensure successful deployment and adoption of Service Now solutions.
- Stakeholder Management
- Serve as primary interface for client leadership and executive stakeholders.
- Translate business objectives into platform capabilities.
- Conduct steering committee reviews and executive reporting.
- Drive alignment between business priorities and technical delivery.
- Team Leadership
- Lead onsite and offshore Service Now teams.
- Mentor Senior Consultants and Developers.
- Drive technical excellence and adherence to coding standards.
- Conduct performance reviews and resource planning.
- Required Experience
- 12+ years of IT experience.
- 7+ years of Service Now implementation and architecture experience.
- Experience leading enterprise-scale Service Now programs.
- Experience managing distributed delivery teams.
- Proven success delivering multi-module Service Now implementations.
- Technical Skills
- Service Now Platform
- ITSM
- ITOM
- HRSD
- CSM
- ITAM
- SPM (Strategic Portfolio Management)
- App Engine
- Service Portal / Employee Center
- Performance Analytics
- Development & Architecture
- Advanced Java Script
- Service Now APIs
- Script Includes
- Flow Designer
- Integration Hub
- Spoke Development
- CMDB & Discovery
- CSDM
- Platform Security
- Service Now Governance
- Integrations
- REST APIs
- SOAP APIs
- OAuth 2.0
- Webhooks
- SSO
- Enterprise Integration Patterns
- Delivery Tools
- Agile/Scrum
- Jira
- Azure Dev Ops
- Service Now Agile 2.0
- PPM
- Preferred Certifications
- Mandatory
- Service Now Certified System Administrator (CSA)
- Service Now Certified Application Developer (CAD)
- Preferred
- Certified Technical Architect (CTA)
- Certified Master Architect (CMA)
- Certified Implementation Specialist (CIS)
- ITIL v4 Managing Skilled
- PMP or Scrum Master Certification
- Key Soft Skills
- Executive presence
- Strategic thinking
- Negotiation and influencing
- Stakeholder management
- Conflict resolution
- Leadership and mentoring
- Excellent communication skills