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

As a ServiceNow Functional Lead, you guide large-scale digital transformations by translating business needs into robust ServiceNow solutions. You’ll bridge client vision and practical delivery, leading discovery, design, and execution with senior stakeholders. You’ll shape functional architectures, drive agile delivery, and mentor project teams to achieve measurable outcomes. This role offers exposure to diverse industries and a path to transformational leadership within Deloitte’s Technology & Transformation practice.

• hybrid working policy
• flexible working arrangements
• wellbeing commitment
• development and growth opportunities

• Lead business process discovery, maturity analysis, and strategic roadmap definition in line with transformation goals
• Govern the translation of complex requirements into functional architectures, blueprints, and target-state workflows
• Partner with technical architects to govern end-to-end testing, validation, and deployment strategies
• Lead functional design reviews, solution gates, and alignment sessions with senior stakeholders
• Demonstrate deep functional expertise across ServiceNow modules (ITSM/ITOM/CSM/HRSD) and advise on platform capabilities
• Oversee translation of high-level requirements into prioritized backlogs and precise user stories with acceptance criteria
• Establish Agile/Scrum delivery frameworks, plan sprints, and manage workload velocity
• Design and lead executive workshops; translate transformation ambitions into scalable functional solutions
• Drive business process optimization and organizational redesign via ServiceNow-enabled solutions
• Manage, coach, and mentor team members on discovery methodologies and client engagement
• Evaluate automation patterns to accelerate transformations
• Develop thought leadership on delivery best practices; contribute to practice methodology
• Think strategically on multi-year platform roadmaps, not just single-project delivery

• Proven hands-on ServiceNow functional delivery experience
• Track record directing functional design across multiple ServiceNow modules on large-scale enterprise implementations
• Deep domain expertise in ITIL, enterprise service management, or industry-specific processes
• Ability to synthesize complex requirements into cohesive architectures and strategic roadmaps
• Experience defining documentation standards for functional designs and process flows
• Experience establishing and scaling Agile/Scrum delivery in complex client environments
• Exceptional communication and negotiation skills with experience influencing executives
• Advanced analytical and problem-solving skills with data-driven operational improvements
• Success leading high-stakes workshops and managing conflicting stakeholder priorities
• Commitment to practice leadership and delivery excellence
• Passion for enabling client transformation

• collaborative problem-solving
• strategic thinking
• clear communication
• ServiceNow (ITIL/ITSM/ITOM/CSM/HRSD)
• Agile/Scrum delivery
• functional design and architecture