ServiceNow Technical Design Authority

ServiceNow Technical Design Authority
Flexible Location – Attached to our Solihull office with some travel  
Full Time, Permanent   
Band 3 / Up to £80,000 per annum  

We’re looking for an experienced and forward-thinking ServiceNow Technical Design Authority (TDA) to shape the future of our ServiceNow platform at Serco. This is a brand-new, strategically critical position, taking over responsibility currently managed by a third party.

You’ll be the technical authority on all things ServiceNow - establishing the roadmap, setting architectural standards, leading a small team of developers, and ensuring the platform delivers maximum value to the business. This is a hands-on leadership role, combining deep technical expertise with the ability to engage senior stakeholders across the business, including CIOs and Directors.

It’s a fantastic opportunity for a progressive thinker who wants to influence the direction of a major enterprise platform and modernise a core part of Serco’s digital estate.

As part of this you’ll:

• Establish the ServiceNow technical architecture and implementation strategy.
• Provide a clear view of the current ServiceNow platform and define the roadmap to realise Serco’s investment.
• Define and implement technical governance to optimise platform performance and reduce long-term risk.
• Lead design discussions, integrations, and performance considerations.
• Drive platform standardisation and best practice management.
• Assess and present upgrade opportunities and new feature adoption to stakeholders.
• Build relationships with ServiceNow directly to maximise partnership value and co-innovation.
• Develop business cases for enhancements and value-led ServiceNow initiatives.
• Lead the design and technical governance of ServiceNow solutions, ensuring performance, scalability, and best practice alignment.
• Develop the architecture and implementation strategy to enable AI, data enrichment, and modern integrations.
• Challenge current ways of working with a critical, improvement-focused mindset.
• Build in-house capability, mentor a small development team (Lead Developer + 2 Developers), and embed high technical standards across delivery.

What you’ll need to do the role:

You’re a hands-on technical leader who can see the bigger picture. You combine strong ServiceNow design and implementation experience with strategic thinking and the ability to influence senior stakeholders. You question the status quo, identify opportunities, and know how to turn ideas into technical reality.

You'll have:

• Extensive experience designing and implementing ServiceNow solutions across ITSM, HRSD, ITOM, or SPM.
• Certified Implementation Specialist (one or more modules).
• Deep understanding of ServiceNow architecture, integrations, and best practices.
• Strong consultancy background with excellent stakeholder engagement skills.
• Experience working in ITIL / Agile / DevOps environments.
• Proven ability to mentor and lead technical teams.
• Strong analytical, communication, and presentation skills.
• A passion for continuous improvement and modernisation.

What Success Looks Like: 

• A clear understanding of our current ServiceNow estate and a well-defined roadmap for the next 2–3 years.
• A maturing in-house ServiceNow capability delivering to modern best practices.
• Improved integration, data quality, and user experience across the platform.
• Strong, trusted relationships with business and technical stakeholders.
• Serco maximising its £3M+ annual investment in ServiceNow through innovation and optimisation.

Why Serco:

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

• Company car
• Private healthcare
• Bonus scheme of up to 10%
• Flexible working considered
• Pension – 6%
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.