Senior Manager - ServiceNow HRSD (HR Service Delivery) Business Solution Architect

Capgemini; Glasgow; On-site; GBP 78,000 - 90,000; Full time

Job summary

A global technology consulting firm is looking for a Senior Manager - ServiceNow Business Solution Architect in Glasgow. In this role, you will drive HR Service Delivery transformations for clients by implementing innovative ServiceNow solutions, enhancing employee experiences. Ideal candidates will have strong leadership experience and expertise in HR processes and AI automation. Flexible working arrangements and a commitment to employee wellbeing are part of the attractive package.

Benefits

Flexible working arrangements

Employee wellbeing initiatives

Collaborative culture and diverse team

Qualifications

• Proven experience in leading teams to configure and implement ServiceNow HRSD across complex enterprise environments.
• Deep knowledge of HR processes and experience in HR Service Delivery transformation.
• Extensive experience managing ServiceNow HRSD environments.

Responsibilities

• Develop HR technology and AI strategies incorporating ServiceNow HRSD.
• Lead marketing efforts to promote ServiceNow HRSD capabilities.
• Architect and deliver ServiceNow HRSD solutions aligned with business strategy.

Skills

Leading teams

ServiceNow HRSD

AI and automation knowledge

Stakeholder engagement

Business development

Education

ServiceNow Certified Implementation Specialist (CIS) - HRSD

Job description

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting‑edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.

YOUR ROLE

As a Senior Manager - ServiceNow Business Solution Architect (HR Service Delivery), you will be at the forefront of a rapidly transforming world of work. With organisations reimagining how, where, and why work gets done, HR is at a critical inflection point—shifting from traditional service models to becoming a strategic enabler of workforce agility, resilience, and experience.

In this role, you will utilise your experience to lead the design and delivery of innovative ServiceNow HRSD solutions that help global enterprises modernise their HR operations, elevate employee experiences, and build future‑ready service delivery models. You will partner with clients to unlock the full potential of digital HR, leveraging automation, AI, and data‑driven insights to drive meaningful and tailored change across the employee lifecycle. This is a unique opportunity to shape the future of work by architecting solutions that not only solve today's challenges but also anticipate tomorrow's needs.

Key Responsibilities

• Develop HR technology and AI strategies to advise clients on how ServiceNow HRSD fits within the broader enterprise architecture, including integrations with platforms such as Workday, Oracle and SuccessFactors and flow of work collaboration tools.
• Provide thought leadership on the future of HR and GBS operations, contributing insights on emerging ServiceNow features, global HR trends, and practical guidance on Implementation, Optimisation, Unified Employee Experience and AI readiness.
• Lead marketing and campaign efforts to promote our ServiceNow HRSD capabilities and offerings, supporting business growth and client engagement.
• Architect and deliver ServiceNow HRSD solutions tailored to enterprise‑scale environments, ensuring alignment with business strategy and HR transformation objectives.
• Programme manage the configuration and deployment of ServiceNow HRSD modules (e.g., Case & Knowledge Management, Lifecycle Events, Employee Centre) to meet client‑specific requirements.
• Integrate AI‑driven capabilities within ServiceNow to enhance HR efficiency, automate workflows, and unlock strategic value for the future of HR.
• Be a trusted advisor to Senior stakeholders, guiding clients through strategic decisions, technical challenges, and change management across their ServiceNow journey.
• Embed best practice and HR domain expertise into enterprise transformational change activities, including communications, organisational design, and service delivery.

As part of your role you will also have the opportunity to contribute to the business and your own personal growth, through activities that form part of the following categories

• Business Development - Leading/contributing to proposals, RFPs, bids, proposition development, client pitch contribution, client hosting at events.
• Internal contribution - Campaign development, internal think‑tanks, whitepapers, practice development (operations, recruitment, team events & activities), offering development.
• Learning & development - Training to support your career development and the skills demand within the company, certifications etc.

YOUR PROFILE

• Proven experience in leading teams to configure and implement ServiceNow HRSD across complex enterprise environments.
• Deep knowledge of HR processes and end‑to‑end GBS experience in delivering HR Service Delivery Transformation, focusing on automation, efficiency, and improved employee experience.
• Experience in assessing ServiceNow HRSD maturity and developing roadmaps to deliver transformational change.
• Strong understanding of AI and automation capabilities within ServiceNow HRSD, designing and delivering adoption strategies.
• Expertise in enterprise architecture, data strategy, and integration across HR and IT ecosystems, working with cross‑functional teams.
• Extensive experience managing ServiceNow HRSD environments, including case management, knowledge bases, upgrades, and analytics.
• Ability to translate business requirements into scalable, future‑ready ServiceNow solutions.
• Demonstrated leadership experience, including team management, coaching, and capability development.
• Strong stakeholder engagement and communication skills, with experience presenting to executive‑level audiences.
• Currently working in a major Consulting firm, and/or in industry but having a Consulting background.
• Proven ability to be successful in a matrixed organisation, and to enlist support and commitment from peers in selling and delivering consulting solutions.
• Experience of proposition building and delivery.
• Business development - utilising a combination of the organisation's broader pre‑existing relationships, company relationships and your own network, you'll be generating c.£2m of consulting revenues (Director) /c.4m of consulting revenues (Vice President).
• ServiceNow Certified Implementation Specialist (CIS) - HRSD.
• Security Clearance (preferable).

WHAT YOU'LL LOVE ABOUT WORKING HERE

You will be part of the Employee Experience & HR team, which has a collaborative culture. You will work with a diverse group of talented professionals who are passionate about HR, technology, Employee Experience, AI, and dedicated to delivering exceptional solutions to diverse clients. A team that thrives on creativity and innovation, constantly pushing the boundaries of what's possible.
We are delighted to have received the "Glassdoor Best Places to work UK" accolade for 5 consecutive years, to see what it's like to work at Capgemini Invent, visit our Glassdoor page

NEED TO KNOW

At Capgemini we don't just believe in inclusion, we actively go out to making it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring you whole self to work.
We aim to build an environment where employees can enjoy a positive work‑life balance. We embed hybrid working in all that we do and make flexible working arrangements the day‑to‑day reality for our people. All UK employees are eligible to request flexible working arrangements.
Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained 'Mental Health Champions' across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy.

CSR

We're also focused on using tech to have a positive social impact. So, we're working to reduce our own carbon footprint and improve everyone's access to a digital world. It's something we're really serious about. In fact, we were even named as one of the world's most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you'll join a team that does the right thing.
Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.
We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent grade and on company and personal performance.

ABOUT CAPGEMINI

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 350,000 team members in more than 50 countries. With its strong over 55‑year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end‑to‑end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.