IT & Software

Manager, Functional Lead (FSI), ServiceNow, Technology & Transformation

Deloitte

London · Greater London · United Kingdom

Overview

As a ServiceNow Functional Lead at Deloitte, you guide large-scale digital transformations by translating business needs into effective ServiceNow solutions. You’ll lead discovery, design, and delivery, partnering with executives to align strategy with platform capabilities. You shape functional architectures, deliverable roadmaps, and cross-functional workshops that drive measurable outcomes. This role offers the chance to influence multi-year platform roadmaps while mentoring teams in a collaborative, high-performance culture.

Pay / Benefits
  • hybrid working policy
  • world-class development
  • wellbeing focus
Responsibilities
  • Lead business process discovery, maturity analysis, and strategic roadmap definition aligned to transformation goals
  • Translate complex requirements into robust functional architectures and target-state processes
  • Collaborate with technical architects to govern end-to-end testing, validation, and deployment
  • Lead functional design reviews, solution gates, and senior stakeholder alignment
  • Demonstrate deep ServiceNow module expertise (ITSM/ITOM/CSM/HRSD) and advise on capabilities
  • Prioritize backlogs and craft high-quality user stories with clear acceptance criteria
  • Establish Agile/Scrum delivery frameworks and drive sprint velocity
  • Design and lead executive-level design workshops to translate ambitions into scalable solutions
  • Drive process optimization and organizational redesign with ServiceNow-enabled solutions
  • Mentor and coach team members on discovery methodologies and client engagement
  • Evaluate automation patterns and contribute to practice methodology
  • Think strategically about multi-year platform roadmaps, not just single projects
Key requirements
  • Proven hands-on ServiceNow functional delivery experience with discovery/design leadership
  • Track record of guiding functional design across multiple ServiceNow modules in large-scale implementations
  • Deep domain expertise in ITIL, enterprise service management, or relevant business processes
  • Ability to translate complex requirements into cohesive architectures and strategic roadmaps
  • Experience defining documentation standards for designs, processes, and specs
  • Experience establishing and scaling Agile/Scrum in complex client environments
  • Exceptional communication, presentation, and negotiation skills with executive influence
  • Advanced analytical and problem-solving skills; ability to justify improvements with data
  • Proven success leading high-stakes workshops and driving consensus
  • Commitment to practice leadership, delivery excellence, and client transformation
  • collaborative
  • strategic problem-solver
  • structured thinking
  • ServiceNow modules: ITSM, ITOM, CSM, HRSD
  • Platform governance, design and roadmapping
  • Agile/Scrum delivery frameworks

Reference: WJ-747_30186313

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