ServiceNow Technical Design Authority

Serco Group Plc; Metropolitan Borough of Solihull; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading public services provider in the UK is seeking an experienced ServiceNow Technical Design Authority (TDA). In this critical role, you will shape the ServiceNow platform, establish technical standards, and lead a team of developers. The ideal candidate will possess extensive ServiceNow experience and excellent stakeholder engagement skills. This position offers a competitive salary, flexible working opportunities, and comprehensive benefits.

Benefits

Company car

Private healthcare

Bonus scheme of up to 10%

Flexible working considered

Pension – 6%

Employee Assistance Programme

Wealth of career development training

Qualifications

• Extensive experience designing and implementing ServiceNow solutions across ITSM, HRSD, ITOM, or SPM.
• Deep understanding of ServiceNow architecture, integrations, and best practices.
• Strong communication and presentation skills.

Responsibilities

• Establish the ServiceNow technical architecture and implementation strategy.
• Define and implement technical governance to optimise platform performance.
• Lead the design and technical governance of ServiceNow solutions.

Skills

ServiceNow solution design

Stakeholder engagement

ITIL / Agile / DevOps experience

Mentoring technical teams

Analytical skills

Education

Certified Implementation Specialist

Tools

ServiceNow

Job description

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, 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. It's a fantastic opportunity for a progressive thinker who wants to influence the direction of a major enterprise platform and modernise a core part of Serco's digital estate.

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.

Success Criteria

• 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.

What You'll Bring

• 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.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

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.