Manager, Functional Specialist, ServiceNow

Deloitte LLP; United Kingdom; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading global consulting firm is seeking a Senior Manager in their ServiceNow team based in the UK. This role involves leading client relationships, delivering innovative ServiceNow solutions, and managing agile documentation. Candidates should have extensive experience with ServiceNow, strong communication skills, and a background in service management processes. Join this dynamic team to contribute significantly to impactful client solutions, fostering growth and development within the firm. The position supports a hybrid working model.

Benefits

Flexible working hours

Professional development opportunities

Diverse and inclusive work environment

Qualifications

• Extensive hands-on experience with ServiceNow in a functional or business analyst role.
• Strong understanding of service management processes across IT, HR, and Finance.
• Ability to write user stories and process documentation.

Responsibilities

• Lead client delivery and engage with stakeholders for ServiceNow solutions.
• Support testing cycles and oversee agile documentation.
• Develop high quality design and facilitation materials.

Skills

ServiceNow Subject Matter Expertise

Client relationship management

Agile methodologies

Communication skills

Critical thinking

Digital transformation experience

Education

Certified ServiceNow System Administrator

Certified ServiceNow Implementation (CIS)

Tools

ServiceNow

Scrum

Job description

Bristol, Edinburgh, Glasgow, London, Manchester

Business Line

Job Type

Permanent / FTC

Date published

01-Dec-2025

21468

Connect to your Industry

At Deloitte we help clients around the world help resolve their most critical information and technology challenges, across the breadth of IT & Digital, from strategy through to implementation and managed services. With a team of more than 1700 people working in Technology in the UK, we bring our passion, experience, and technology skills to bear on our clients most high‑profile technology projects.

Our ServiceNow capability is a rapidly growing part of our business. As a ‘Global ServiceNow Partner’ we provide services across all four Partner capacities to our global clients. We transform businesses through the design and implementation of ServiceNow, developing innovative solutions on the platform to tackle our clients most pressing needs. We focus on delivering high value sustainable change and business outcomes and work closely with ServiceNow leadership and product teams to address the future challenges faced by our clients.

Senior Manager – ServiceNow Team

As a Senior Manager in our ServiceNow team, you will benefit from a role that gives you the opportunity to build, shape and innovate transformative solutions; leading client relationships and solution delivery as soon as you join. You will broaden your skillset working on complex, transformational solutions across a range of clients and gain valuable experience in developing and building the business across our industries and our consulting network.

Deloitte drives progress. Using our vast range of expertise, we help our clients’ become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

Values

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make everyday. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world we lead the way, serve with integrity, take care of each other, foster inclusion and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Connect to your opportunity

In the Functional specialist role, you will partner with our clients and act as the bridge between our business stakeholders and our development teams. Your role will be responsible for leading workstreams within a wider program and the driving the translation of business requirements into functional designs.

Features of your role include:

Solution Delivery

You will play a critical role across client delivery, driving workstream objectives, engaging with business stakeholders and working alongside solution architects to identify, design and deliver ServiceNow solutions that support our clients’ objectives.

• Cultivate and manage client relationships, building trust and eminence across the client architectural stakeholder landscape.
• Work with our clients to determine and capture business requirements and translate into functional requirements for the ServiceNow solution.
• Provide ServiceNow Subject Matter Expertise, advising and guidance to business stakeholders on business practices and approaches regarding ServiceNow use and its functionality.
• Support in testing cycles, able to engage with the testing community and deliver effective testing cycles throughout the programme engagement.
• Demonstrate awareness of future road‑mapped ServiceNow features and functionality, and an understanding of potential impacts to emerging client designs.
• Oversee the development and maintenance of core agile documentation and ceremonies (user stories, product/sprint backlog, sprint reviews, etc.).
• Able to communicate complex technical concepts to both non‑technical and technical stakeholders in a clear and concise manner.
• Work with business stakeholders and program peers to identify and address implications of target functional designs including considerations across operationality, maintainability, user experience and business change.
• Lead specific workstreams within an overall programme/project in accordance and in adherence with the programme/project plan and align with Programme governance.
• Able to identify risk and issues and raise promptly through programme governance.
• Develop high quality design and facilitation material, and workshop material and presentation material.

Accelerate our Business Development

You will play a vital role to in growing and developing our delivery pipeline, developing new business opportunities, and expanding the firm’s client base.

• Support in the development of proposals, able to own key elements of the overall proposal.
• Able to support in commercial shaping of propositions, proposals and service offerings.

Foster the growth of our people

As a prominent member within our ServiceNow architectural & technical community you will play a significant role in developing our culture and our people in the following ways:

• Provide guidance and support to team members across within program delivery and our operation unit.
• Mentor and coach team members to help them develop their skills and advance their careers.
• Able to play a key role in our ServiceNow business, shaping our community across our internal pillars.

Connect to your skills and professional experience

We are looking for individuals who are confident, experienced and team orientated, bringing their own experiences to strengthen our growing capability. Deloitte works best connected, and we are looking for individuals with the ability to foster relationships across the firm as well as with our clients.

• Extensive hands‑on experience working (varying on grade) with ServiceNow in a functional or business analyst role, working on applications including (but not limited to) ITSM, HRSD, iRM, ITOM, and CSM or equivalent.
• Proven track record working in ServiceNow programmes of work for large enterprises including a strong understanding of service management processes including but not limited to IT, HR, Customer, and Finance.
• Understanding of the ServiceNow platform, applications and their functionality (forms, flows, rules, integrations etc.) and the business function in which they support.
• Proven experience in writing user stories, process documentation and functional specifications.
• Understanding of ServiceNow development practices and proficient in all phases of program delivery including Scrum/Agile frameworks.
• Able to deliver work independently and manage multiple priorities.
• Demonstrated ability to work in a fast paced, challenging, and varied environment.
• Strong digital transformation experience for tier one clients across multiple industries in an advisory or consultancy capacity.
• Developed presentation skills, with ability to be articulate and explain complex technical solutions across a variety of stakeholder types.
• Demonstrate critical thinking and problem solving and can work without clear instruction.
• Enthusiasm and passion for the delivery of market leading solutions that make a difference for our clients.

Not essential but preferred experience, skills, and certifications:

• Certified ServiceNow System Administrator and Application Developer.
• Certified ServiceNow Implementation (CIS) in 2 or more applications.
• Familiarity with CSDM 5.0
• Experience in ServiceNow reporting, dashboard, performance analytics and platform analytics.
• Certified in ITIL v3/4 Foundation, or higher certifications.
• Familiarity of project sales cycle, including programme structures, resourcing, and cost modelling.

Connect to your business - Technology and Transformation

Distinctive thinking, deep expertise, innovation and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we’ll make an impact that matters.

Enterprise, Technology and Performance

Our clients want to achieve maximum value from digital transformation investments in Finance, Supply Chain and IT operations. That’s where we come in. By taking a holistic view of performance improvement, including strategy, process design and technology enablement, we support the smooth operation of transformations.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

“What attracted me to Deloitte were the endless opportunities and the collective experience of other like‑minded individuals. Deloitte’s clients include many of the world’s largest organisations; I wanted to be part of a team that made a difference that I could be proud of.” -Dan, Technology & Transformation

Our hybrid working policy

You’ll be based in one of our UK offices with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world‑class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose‑driven culture at deloitte.co.uk/careers