Senior Manager - Group Digital - Principal Domain Architect - ServiceNow

About the capability / domain

Group Corporate Services (GCS) brings together the internal support services that enable the combined firm. Working through a capability-led matrix and a ‘We are Group’ mindset, GCS supports the Group’s strategic goals by enabling growth, protecting the firm and running operations effectively and efficiently. Group Digital provides the business and technology services, data and innovation that power the firm, delivering secure, resilient and standardised solutions while accelerating the responsible adoption of digital and artificial intelligence capabilities.

About the team

You will work across Group Digital with Capability Chief Technology Officers, platform and product owners, process owners, data owners, security teams, technical specialists and senior business stakeholders. The team connects ServiceNow with enterprise artificial intelligence services, identity, reporting, data and integration platforms. You will collaborate with UK teams, other member firms, client-facing teams and internal functions to improve platform consistency, interoperability, resilience and business value.

Role purpose

Provide senior architectural leadership for the ServiceNow domain by defining and governing the platform strategy, target architecture and multi-year roadmap, ensuring consistent, scalable and reusable capabilities across the UK firm and connected member-firm processes where required.

Key accountabilities

• Own the ServiceNow domain strategy, target architecture and multi-year roadmap, ensuring alignment with business priorities, enterprise architecture principles and wider technology strategies.
• Secure architectural integrity across business, application, data, integration, security, cloud and technology-portfolio decisions for the ServiceNow domain.
• Maintain the architecture governance framework, reference architectures, platform standards, data models, solution patterns and decision records required for consistent delivery.
• Achieve clear ownership of authoritative data sources, systems of record, platform responsibilities, integration boundaries and controls across ServiceNow and connected enterprise platforms.
• Hold strategic accountability for ServiceNow design assurance, chairing design authorities and resolving material decisions, exceptions, risks and cross-platform dependencies.
• Protect platform security, privacy, accessibility, responsible artificial intelligence, records management, data residency, supportability and upgradeability through proportionate standards and controls.
• Deliver measurable simplification by identifying opportunities to consolidate overlapping capabilities, decommission legacy technology and reduce technical debt.
• Maintain senior stakeholder confidence by communicating architectural direction, trade-offs, risks, dependencies and value in clear business terms.

Key responsibilities

• Develop and maintain expert knowledge of ServiceNow capabilities, including IT Service Management, IT Operations Management, Configuration Management Database and Common Service Data Model, Security Operations, Vulnerability Response, Governance, Risk and Compliance, Integrated Risk Management, Business Continuity Management, Application Portfolio Management, Human Resources Service Delivery, Customer Service Management, analytics, Now Assist and AI Control Tower.
• Translate business strategy and operating-model requirements into practical architecture decisions and sequenced roadmaps that delivery teams can implement.
• Evaluate ServiceNow products and emerging capabilities, assessing strategic fit, business value, control implications, risks and implementation dependencies.
• Define how ServiceNow Now Assist and AI Control Tower complement Moveworks and other enterprise artificial intelligence services, with appropriate human oversight, monitoring and accountability.
• Design and govern integration patterns using Integration Hub, MID Server, application programming interfaces, single sign-on, Lightweight Directory Access Protocol, Representational State Transfer, Simple Object Access Protocol, JavaScript Object Notation, Java Database Connectivity, Open Database Connectivity, secure file transfer and event-driven integration.
• Guide platform and delivery teams towards configuration over customisation, reusable components, standard data models, Common Service Data Model alignment and effective technical-debt control.
• Advise UK teams, other member firms, client-facing teams and internal functions on implementing, improving or extending ServiceNow capabilities.
• Improve the platform operating model across demand, design, development, testing, release, support and continuous improvement, using architecture tooling to document roadmaps, capabilities, applications, data, risks and dependencies.

Key skills and experience

• Deep ServiceNow platform expertise beyond IT Service Management, with strong knowledge of platform architecture, data architecture, Configuration Management Database governance, Common Service Data Model, security, analytics and artificial intelligence capabilities.
• Proven leadership of complex ServiceNow technical, solution or platform architecture, including strategies, target architectures, roadmaps and implementation assurance.
• Strong enterprise architecture capability across business, application, data, integration, security, cloud and technology portfolios.
• Experience designing complex integrations between ServiceNow and enterprise solutions and establishing effective architecture, security, data-quality, release and service-acceptance governance.
• Ability to assess architectural risk, responsible artificial intelligence, technical debt, platform simplification and legacy decommissioning, translating findings into clear decisions and actions.
• Effective senior stakeholder leadership, communication and influencing skills, with the ability to provide direction in ambiguous, distributed and matrix environments.

Qualifications

• ServiceNow Certified System Administrator status and relevant ServiceNow Implementation Specialist certifications, or demonstrable equivalent platform expertise.

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