ServiceNow Technical Design Authority

Serco Limited; Metropolitan Borough of Solihull; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global service provider is seeking a ServiceNow Technical Design Authority in Solihull. This critical position involves establishing the technical architecture, leading a small development team, and working closely with senior stakeholders to maximise the value of the ServiceNow platform. Ideal candidates will have extensive experience in ServiceNow solutions and a proven ability to drive innovation and improvements within the platform.

Benefits

Company car

Private healthcare

Bonus scheme of up to 10%

Flexible working considered

Pension – 6%

Employee Assistance Programme

Qualifications

• Extensive experience designing and implementing ServiceNow solutions across ITSM, HRSD, ITOM or SPM.
• Strong ability to mentor and lead technical teams.
• Deep understanding of ServiceNow architecture, integrations and best practices.

Responsibilities

• Establish the ServiceNow technical architecture and implementation strategy.
• Define and implement technical governance to optimise platform performance.
• Develop business cases for enhancements and value‑led initiatives.

Skills

ServiceNow architecture expertise

Stakeholder engagement

Analytical skills

Communication skills

Consultancy background

Agile/DevOps experience

Education

Certified Implementation Specialist

Tools

ServiceNow

Job description

Overview

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence. We’re looking for an experienced and forward‑thinking ServiceNow Technical Design Authority (TDA) to shape the future of our ServiceNow platform at Serco. This is a brand‑new, strategically critical position, taking over responsibility currently managed by a third party.

You’ll be the technical authority on all things ServiceNow – establishing the roadmap, setting architectural standards, leading a small team of developers, and ensuring the platform delivers maximum value to the business. This is a hands‑on leadership role, combining deep technical expertise with the ability to engage senior stakeholders across the business, including CIOs and Directors.

Responsibilities

• Establish the ServiceNow technical architecture and implementation strategy.
• Provide a clear view of the current ServiceNow platform and define the roadmap to realise Serco’s investment.
• Define and implement technical governance to optimise platform performance and reduce long‑term risk.
• Lead design discussions, integrations, and performance considerations.
• Drive platform standardisation and best‑practice management.
• Assess and present upgrade opportunities and new feature adoption to stakeholders.
• Build relationships with ServiceNow directly to maximise partnership value and co‑innovation.
• Develop business cases for enhancements and value‑led ServiceNow initiatives.
• Lead the design and technical governance of ServiceNow solutions, ensuring performance, scalability, and best‑practice alignment.
• Develop the architecture and implementation strategy to enable AI, data enrichment, and modern integrations.
• Challenge current ways of working with a critical, improvement‑focused mindset.
• Build in‑house capability, mentor a small development team (Lead Developer + 2 Developers), and embed high technical standards across delivery.

Qualifications

• Extensive experience designing and implementing ServiceNow solutions across ITSM, HRSD, ITOM, or SPM.
• Certified Implementation Specialist (one or more modules).
• Deep understanding of ServiceNow architecture, integrations, and best practices.
• Strong consultancy background with excellent stakeholder engagement skills.
• Experience working in ITIL / Agile / DevOps environments.
• Proven ability to mentor and lead technical teams.
• Strong analytical, communication, and presentation skills.
• A passion for continuous improvement and modernisation.

What Success Looks Like

• A clear understanding of our current ServiceNow estate and a well‑defined roadmap for the next 2–3 years.
• A maturing in‑house ServiceNow capability delivering to modern best practices.
• Improved integration, data quality, and user experience across the platform.
• Strong, trusted relationships with business and technical stakeholders.
• Serco maximising its £3M+ annual investment in ServiceNow through innovation and optimisation.

Benefits

• Company car
• Private healthcare
• Bonus scheme of up to 10%
• Flexible working considered
• Pension – 6%
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.