Enterprise Architect Service Now in London

Office location with Hybrid working: Hammersmith

About the role and the Team:

The Enterprise Architect – ServiceNow is a senior individual contributor within the Enterprise Architecture function, accountable for the architecture, governance and roadmap of the ServiceNow platform as a strategic workflow and service management capability across the company. The role owns the platform target architecture and standards, spanning core modules such as CMDB/CSDM, IT Service Management (ITSM), Customer Service Management (CSM), Field Service Management (FSM) and IT Operations Management (ITOM), ensuring the platform is coherent, scalable, well-governed and aligned with the enterprise architecture and customer-centric transformation goals.

The architect defines how ServiceNow integrates with the wider OSS/BSS and enterprise landscape, establishes configuration-over-customisation principles, instance and upgrade strategy, and data/CMDB governance, and champions the adoption of platform AI capabilities (e.g. Now Assist, predictive intelligence and intelligent automation). Designs are presented through the Architecture Review Board and Design Review Board, working in close partnership with Service Operations, Customer Experience, Field Operations, Networks and delivery functions, as well as the ServiceNow vendor and implementation partners.

Success requires outstanding communication and stakeholder management: the architect must be able to simplify complex platform scenarios for executive, business and technical audiences, and to guide solutions through the full project delivery lifecycle to successful outcomes.

What will you be doing?

• ServiceNow Platform Architecture & Roadmap
• Own the definition, governance and evolution of the ServiceNow platform architecture, including target architecture, transition states and roadmap, aligned with the enterprise architecture and strategic vision.
• Define architecture and standards across core modules including CMDB/CSDM, ITSM, CSM, FSM and ITOM (Discovery, Event Management, Service Mapping), and assess the fit of additional capabilities (e.g. Telecommunications Service Management, ITAM, HRSD, App Engine) against business demand.
• Establish and enforce configuration-over-customisation principles, technical debt management, instance strategy and upgrade/release governance to keep the platform healthy, performant and evergreen.
• Champion adoption of ServiceNow AI and automation capabilities (e.g. Now Assist/GenAI, Predictive Intelligence, Virtual Agent, Flow Designer/Integration Hub) to enable intelligent automation and improved customer and operational outcomes.
• Own the CMDB architecture and data model, aligned with the Common Service Data Model (CSDM), ensuring a trusted, well-governed source of configuration and service data.
• Define discovery, service mapping and data population strategies, including reconciliation with network inventory, monitoring and asset sources, with clear data ownership and integrity controls.
• Work with the Data function to align ServiceNow data architecture with the wider enterprise data strategy, reporting and analytics.
• Integration & Solution Design Oversight
• Define the integration architecture between ServiceNow and the wider OSS/BSS and enterprise landscape (e.g. network inventory and assurance systems, CRM/billing, workforce and field systems, data platforms), favouring API-led and event-driven patterns via Integration Hub, REST/SOAP and MID Servers.
• Provide architectural leadership on strategic programmes with ServiceNow scope, taking an end-to-end view across business processes, platform capabilities and integrations through the full project delivery lifecycle.
• Produce and review high-level and solution designs, presenting them through the Architecture Review Board (ARB) and Design Review Board (DRB) with clear rationale, options analysis and traceability.
• Actively resolve complex platform, data and integration issues, providing clear direction and pragmatic solutions that keep delivery moving.
• Stakeholder Engagement & Communication
• Build strong, trusted relationships with stakeholders across Service Operations, Customer Experience, Field Operations, Networks and delivery functions, acting as the recognised authority for ServiceNow architecture.
• Present complex platform scenarios in a clear, simple and compelling way to audiences ranging from developers to senior leadership.
• Support the management of the ServiceNow vendor relationship and implementation partners, contributing to licensing, roadmap and capability discussions to ensure value for money.
• Governance, Standards & Capability Development
• Define and operate platform governance: demand intake, design authority for platform changes, development standards, security and access model, and environment/instance management.
• Set standards, patterns and ways of working for ServiceNow design and development, coaching developers, designers and analysts to raise capability across the function.
• Maintain awareness of the ServiceNow release roadmap and industry best practice, translating it into pragmatic improvements to the platform roadmap.

What we are looking for?

• University degree in Computer Science, Engineering or equivalent experience
• ServiceNow certifications, e.g. Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in relevant modules, or Certified Technical Architect (CTA) - DESIRABLE
• Significant experience in solution/enterprise architecture, including several years architecting the ServiceNow platform at enterprise scale
• Deep familiarity with core ServiceNow modules including CMDB/CSDM, ITSM, CSM and FSM, and their end-to-end process and data flows
• Experience of ITOM capabilities (Discovery, Event Management, Service Mapping) and CMDB population/reconciliation strategies
• Strong experience of ServiceNow integration patterns: Integration Hub, REST/SOAP APIs, MID Servers, event-driven integration and data import frameworks
• Experience in defining platform governance: instance strategy, upgrade/release management, configuration-over-customisation, security and access models
• Previous experience in leading architecture on large-scale programmes through the full project delivery lifecycle, including Agile and hybrid delivery frameworks
• Working knowledge of TM Forum frameworks (eTOM, SID, Open APIs) - DESIRABLE

Why work for us?

We are proud to have been recognized as the Which? Great Value Broadband Provider in March 2026. In 2023, we were voted Broadband Provider of the Year at the Uswitch Telecoms Awards by 20,000 customers and received the Fair Terms Gold Award. Additionally, we have earned the Great Place to Work Certification (2022–23) and were named among the UK's Best Workplaces for Wellbeing (2022).

Going beyond the expected

Whatever we're doing – whether we're liaising with property professionals, delivering our network, or installing in a customer's home, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:

• We work smarter, together
• We stay focused
• We strive for excellence

Some of our key Benefits

• Global Remote working for up to 2 weeks per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer
• Private medical Insurance provided by AXA health
• Life assurance giving you cover of 4 times your base salary
• Partnership with the Kings Trust
• Our pension scheme matches your contributions up to 4%
• Retail offers — discounts from hundreds of recognisable brands
• Free Hyperoptic broadband if you live in a Hyperoptic area
• Enhanced pay for new parents

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

• You apply
• We carefully review your application
• We'll get back to you — even if it's a no (for now)