Senior Service Management Consultant / Lead Architect

The Senior Service Management / Lead Architect is responsible for delivering high value-added consulting services to enterprise customers by designing, implementing, and optimizing ServiceNow and Enterprise Service Management (ESM) solutions.

The role combines strong technical expertise, architectural leadership, project management, and customer-facing consulting skills to ensure service excellence, business value realization, and long-term customer satisfaction.

Acting as a trusted advisor, the consultant supports clients throughout their digital transformation journey by aligning technology, processes, and governance with business objectives, while driving innovation, performance, and continuous improvement.

Key Responsibilities:

Consulting & Customer Value

• Deliver high added-value consulting services to our customers.

• Act as a trusted partner for business and IT stakeholders, including executive and CXO-level.

• Analyze customer needs, challenges, and objectives to propose relevant, scalable solutions.

• Exceed service quality expectations and ensure long-term customer satisfaction.

• Contribute to customer loyalty through excellence in delivery and engagement.

Solution Architecture & Implementation

• Design end-to-end ServiceNow architectures aligned with business strategy and best practices.

• Lead and contribute to the implementation of ITSM, ITOM, HR, SecOps, GRC, CSM, and other related modules.

• Ensure technical and functional coherence of the platform and integrations.

• Ensure compliance with standards, governance frameworks, and security requirements.

Project & Delivery Management

• Lead and contribute to large-scale transformation programs and multi-country deployments.

• Ensure project delivery within scope, budget, and timeline.

• Drive continuous efforts to reach project targets and customer business goals.

• Support project governance, risk management, and change management activities.

• Participate in project sizing, costing, and business case development.

Reporting & Documentation

• Provide customers and management with accurate, clear, and regular activity reports.

• Ensure proper documentation of technical and functional assignments.

• Maintain project documentation, architecture designs, and operational procedures.

Leadership & Team Development

• Lead and mentor technical and functional teams.

• Share best practices and promote ServiceNow standards.

• Deliver workshops, training sessions.

• Support team development and knowledge transfer.

Expertise & Knowledge Management

• Participate in the development of the company's expertise materials and knowledge base.

• Capitalize on project experience to enrich methodologies, accelerators, and frameworks.

• Contribute to innovation and continuous improvement initiatives.

• Contribute to presales activities.

Required Skills & Experience

Professional Experience

• 12+ years of experience in ServiceNow consulting, architecture, and implementation.

• Proven experience in international and complex environments.

• Track record of leading large-scale programs and multi-disciplinary teams.

Technical Skills

• Strong expertise in ServiceNow architecture and development.

• Advanced knowledge of ITSM, ITOM, HR, SecOps, GRC, CSM and other related modules

Business & Consulting Skills

• Business analysis and requirements management.

• Project and program management.

• Financial assessment, business case, and ROI analysis.

• Presales and customer engagement experience is a plus.

Soft Skills

• Excellent communication skills (written and verbal).

• Ability to interact with executive and senior stakeholders.

• Strong leadership and coaching mindset.

• Customer-oriented, pragmatic, and solution-driven.

• Strong analytical and problem-solving abilities.

Education & certifications

• Master's degree in information systems, Computer Science, Engineering, or equivalent MBA or Executive Education is a plus.

• ServiceNow Certified Master Architect or multiple CIS certifications (ITSM, ITOM, HR, SecOps, GRC, CSM, or related modules) with related project experiences

• ITIL Certification.

• Scrum Master / Agile Certification.