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ServiceNow Lead Architect | ITOM, ITSM & Field Service Management (FSM)
📍 [Hybrid, 2 days at London] | Contract
We're hiring a ServiceNow Lead Architect to drive an Intelligent Field & Autonomous Service Operations programme — architecting and delivering solutions across ITOM, ITSM, and Field Service Management (FSM). You'll be the technical lead across the full lifecycle: solution design, stakeholder engagement, implementation governance, and hypercare.
What you'll do
- Lead end-to-end architecture and delivery across ServiceNow ITOM, ITSM, and FSM
- Design Event-to-Incident automation — event correlation, noise reduction, alert management, auto-incident creation
- Architect integrations between ServiceNow and monitoring/telemetry platforms (Splunk, Dynatrace, SolarWinds, AppDynamics, Azure Monitor)
- Design FSM Dynamic Scheduling solutions — workforce optimisation, routing, dispatching, resource allocation
- Run solution design workshops, technical governance, and architecture reviews
- Provide technical leadership from design through deployment and hypercare
- Act as senior client-facing technical authority, sharing delivery experience and lessons learned
- Identify risks/constraints early and recommend mitigations
- Mentor delivery teams and enforce ServiceNow best practice
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What you'll bring
- 10+ years in Service Management / Enterprise Platforms; 5+ years as a ServiceNow Architect or Lead Architect
- Hands-on delivery in ITOM, Event Management, Event-to-Incident Automation, and FSM
- Strong FSM Dynamic Scheduling, dispatching, and workforce optimisation experience
- Deep ITSM process knowledge (Incident, Problem, Change)
- Proven event correlation/automation design in complex enterprise environments
- Multi-platform monitoring/telemetry integration experience
- Track record delivering large-scale field operations or field service transformation programmes
- Strong stakeholder management and technical communication skills
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Technical toolkit
- ITOM (Event Management, Discovery, Service Mapping, correlation)
- FSM (Dynamic Scheduling, dispatching, mobile workforce)
- ITSM & CSDM/CMDB
- REST/SOAP, IntegrationHub, MID Server
Nice to have
- Telecoms or utilities sector experience
- AIOps / autonomous / intelligent operations delivery
- ServiceNow CTA / Certified Master Architect
- ITOM and/or FSM specialist certification
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