31 jobs found

Overview Role: IT Service Desk Lead (Freelance/Contract) - Maidenhead, United Kingdom Exp: 5+ Years • Location: UK Responsibilities Incident and Service Management: act as the escalation point for complex incidents and service requests, ensuring timely resolution in accordance with agreed SLAs. Perform root-cause analysis and drive resolution of recurring problems. Monitor service delivery performance, proactively identifying potential disruptions and coordinating corrective actions. Lead the configuration, optimisation, and rollout of ZohoDesk (or equivalent ITSM tool), including ticket workflows, SLAs, automations, queues, escalation rules, and dashboards. Define and implement standard service desk templates, including incident, service request, change, and problem templates, ensuring consistency across projects and support teams. Establish and enforce service desk best practices, documentation standards, and operating procedures to improve ticket quality, response times, and resolution efficiency. Act as the primary point of contact for service desk tooling, working closely with support teams and stakeholders to support adoption, continuous improvement, and reporting. Technical Support and Analysis: provide advanced technical support and guidance to internal users and external clients across systems, software applications, and infrastructure. Analyse data, identify trends, and recommend enhancements or solutions to improve overall service quality and reliability. Relationship Management Collaborate closely with internal stakeholders, technical teams, third-party vendors, and external clients to manage service expectations. Support relationship management activities by clearly communicating technical solutions and service updates. Lead or participate in projects aimed at improving service delivery processes, documentation, and tools. Contribute to the knowledge base by developing and maintaining accurate, accessible documentation. Process & Performance Management Ability to create, interpret, and present ITSM metrics, identifying root causes for performance issues and implementing improvements. Familiarity with ITSM tools (ServiceNow and/or Zohodesk), operational dashboards, and automation. Compliance and Governance Ensure compliance with company standards, industry best practices, and applicable UK regulations (e.g., ISO 27001, GDPR, ITIL frameworks). Maintain accurate records of service-related activities for auditing purposes. Training and Support Provide training and support to operational teams to ensure they optimize service delivery according to best practice guidance. Essential Skills and Experience Proven experience as a Service Analyst, Senior Service Analyst, or equivalent role within an enterprise-level service management or IT support environment. Comprehensive understanding of ITIL practices, particularly Incident, Problem, Change, and Service Level Management. Demonstrable experience using ITSM tools (e.g., ServiceNow, Zohodesk, Jira Service Management, Freshdesk). Excellent analytical and problem-solving skills, with experience conducting root-cause analyses and recommending effective solutions. Strong technical background with proficiency in common enterprise technologies (Microsoft 365, Azure/AWS, network troubleshooting, databases, application support). Outstanding communication and interpersonal skills; adept at conveying complex information clearly to diverse audiences. Experience in developing, maintaining, and enhancing knowledge bases and service documentation. Desirable Qualifications ITIL Foundation Certification (essential), ITIL Intermediate or Practitioner Certification (desirable). Certification or familiarity with Agile practices, Scrum methodologies, and project management (e.g., PRINCE2). Technical certifications (e.g., Microsoft Certified Solutions Expert, AWS Certified Solutions Architect, Cisco certifications). Personal Attributes Proactive, self-motivated, and driven to continuously improve. Collaborative, team-oriented, with strong stakeholder management capabilities. Ability to prioritise workload effectively under pressure and manage conflicting priorities. Flexible and adaptable to changing business demands and priorities.

Head of Delivery and Service Location: London, UK (Hybrid - min 2 days per week in office) Contract: Permanent, Full-time Package: £90,000 - £110,000 + 10% Bonus + 10% Shares + Benefits (see more below) About Us Appvia is a specialist cloud and platform engineering consultancy and product house helping organisations build, secure, and scale in the cloud. We work with public and private sector customers to design modern cloud platforms, embed strong engineering practices, and enable teams to deliver software faster and more reliably. Our focus is on platform engineering, DevOps, automation, and cloud-native delivery - creating foundations that balance developer velocity with security, resilience, and governance. We deliver across four complementary service lines: Platform Engineering, Modernisation & Migration, Data & AI, and Managed Services (24 7 cloud operations, FinOps, and platform management). Our team of 100% UK-based, SC-cleared engineers brings practical expertise from building open source tools for the Kubernetes and CNCF ecosystem. We work with organisations including the Bank of England, the Home Office, London Stock Exchange and Ralph Lauren. About the Role As Head of Delivery and Service, you will be a senior leader responsible for ensuring the success of Appvia's delivery management across all customer engagements, leading our managed service capability, and acting as a lead delivery principal on short term, outcome driven work where required. This role bridges agile project delivery with ITIL aligned service management, ensuring that Appvia's customers receive outstanding outcomes from both our consulting engagements and ongoing operational services. You will own the end to end delivery lifecycle from engagement inception through to steady state service operations, building the processes, frameworks, and team capability that allow Appvia to scale delivery quality as we grow. You will be equally comfortable running a sprint planning session, chairing a Change Advisory Board, and presenting delivery performance to a customer's C suite. This is a hands on leadership role for someone who leads by example and thrives in a fast moving, growth oriented consultancy environment. Interview process - 4 stages Initial conversation with our Talent Acquisition Manager Technical Interview with the Hiring Manager Presentation with Head of Operations/Cloud Architecture Leadership Final Interview Important: As some of our public sector clients require Security Clearance, you will need to be eligible, meaning: British Citizen or ILR To have resided in the UK for at least the last 5 years Have no criminal records Have no financial irregularities Delivery Management Own the delivery management function across all customer engagements, ensuring projects are delivered on time, within budget, and to agreed scope and quality standards. Establish, continuously improve, and govern Appvia's delivery framework, embedding agile best practices (Scrum, Kanban, SAFe where appropriate) across all teams. Act as the escalation point for delivery risks, blockers, and customer concerns, working proactively to resolve issues before they impact outcomes. Partner with the sales and pre sales teams to shape engagements, define statements of work, and ensure deliverability of commercial commitments. Provide delivery governance through regular reporting, RAID management, and stakeholder communication at all levels. Coach and mentor delivery managers and scrum masters across the business, building a high performing delivery community of practice. Lead Delivery Principal Personally lead delivery on strategic, short term, outcome driven engagements such as Platform Accelerators, Landing Zone deployments, Cloud Assessments, and AI Accelerators. Act as a hands on delivery lead: facilitate ceremonies, remove impediments, and drive pace and focus in cross functional engineering teams. Define and track success metrics for each engagement, ensuring outcomes are evidenced and communicated to customers. Manage the transition from project delivery into managed service operations, ensuring seamless handover with full knowledge transfer. Managed Service Leadership Lead and grow Appvia's Managed Services capability, encompassing 24 7 cloud operations, FinOps, security monitoring, and platform management for customers across AWS, Azure, and GCP. Define and own the service management framework, incorporating ITIL best practices across the full service lifecycle: Incident Management, Problem Management, Change Management, Service Level Management, Configuration Management, Release Management, Knowledge Management, and Continual Service Improvement. Establish, negotiate, and manage Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and underpinning contracts with customers and third party providers. Own the service catalogue and ensure it accurately reflects Appvia's managed service offerings and support levels. Implement and manage ITSM tooling (e.g. Jira Service Management, ServiceNow or equivalent) to support efficient service operations and reporting. Chair regular Service Review meetings with customers, providing performance reporting against SLAs, trend analysis, and improvement recommendations. Drive continual service improvement initiatives informed by incident trends, customer feedback, and operational data. Ensure robust Major Incident Management processes are in place, including communication protocols, post incident reviews, and root cause analysis. Own capacity and availability management, including proactive monitoring, scaling recommendations, and FinOps aligned resource optimisation. People & Culture Build, lead, and develop the delivery and service management team, ensuring adequate capacity and capability to meet growing demand. Foster a culture of accountability, transparency, and continuous improvement across delivery and service functions. Represent the delivery and service management function at leadership level, contributing to company strategy and operational planning. About You You are a senior delivery and service management leader with a strong technical grounding, exceptional stakeholder presence, and a genuine passion for agile ways of working. You thrive in client facing roles where you can influence outcomes, lead complex programmes, and own the success of long term customer partnerships. You are comfortable operating in a fast moving, growth oriented environment and can adapt to evolving client needs and service models. You'll bring: A proactive, "get things done" mindset with the ability to take ownership of delivery and service outcomes and drive through ambiguity. Strategic thinking with execution focus - able to map business strategy to delivery plan to operational reality. Customer centric orientation: someone who prioritises client value, anticipates needs, and builds trust and long term partnerships. Collaborative leadership style with the ability to work across internal teams, influence without direct authority, and build shared ownership. Technical curiosity and continuous learning - staying ahead of cloud trends, platform engineering best practices, and ITSM developments. Essential Experience 8+ years' experience in delivery management, service management, or programme leadership within a technology consultancy, managed services provider, or SaaS company. Exemplary agile practitioner with deep, hands on experience across Scrum, Kanban, and scaled agile frameworks (SAFe, LeSS, or equivalent). Experience with IT service management functions, with comprehensive knowledge of ITIL 4 (or ITIL v3) across the service lifecycle. Proven ability to define, negotiate, and manage SLAs and OLAs for managed service contracts. Experience with Major Incident Management, post incident review, and root cause analysis disciplines. Demonstrable experience as a delivery lead on complex, multi workstream cloud and platform engineering engagements. Strong understanding of cloud native technologies, DevOps practices, and platform engineering concepts (Kubernetes, infrastructure as code, CI/CD). Proven people leadership: hiring, coaching, and developing delivery managers, service managers, and scrum masters. Excellent stakeholder management - confident communicating at C suite, technical, and operational levels. Experience shaping consulting engagements, including commercial awareness around statements of work, T&M, and fixed price delivery models. Nice to Have Experience working with UK public sector clients, ideally within regulated or security cleared environments. Active SC Clearance (or previously held). Familiarity with FinOps practices and cloud cost optimisation. Experience with ISO 27001, Cyber Essentials Plus, or similar compliance frameworks. Certified Scrum Master (CSM), Professional Scrum Master (PSM), SAFe Agilist, or equivalent agile certifications. PMP, PRINCE2, or MSP qualifications. Hands on understanding of Kubernetes, container orchestration, and cloud platform architecture (AWS, Azure, GCP). Experience building or scaling a managed services business line from early stage. Experience implementing and operating ITSM tooling (ServiceNow, Jira Service Management, or similar). . click apply for full job details

Maidenhead, United Kingdom Posted on 07/05/2026 VE3 is a technology and business consultancy focused on delivering end-to-end technology solutions and products. We have successfully serviced enterprises across multiple markets, including the public and private sectors. Our services span all aspects of business, providing a holistic approach to managing an organization. We are committed to providing technical innovations and tools that empower organizations with critical information to facilitate decision-making that results in business transformation through cost savings and increased operational efficiency. Our commitment to quality is adopted throughout the organization and sets the foundation for delivering our full suite of capabilities. Job Description Active Directory and Entra Specialist Purpose of the Role The Active Directory / Entra Specialist is the technical authority for the customer's hybrid identity platform. The role owns the design, operation, security, and continuous improvement of on-premises Active Directory Domain Services, Group Policy, ADFS, Entra ID (P2), Azure AD Connect, B2B and B2C flows, Conditional Access, MFA, Intune, and identity lifecycle automation across all in-scope business programmes. Identity is the foundation of every other workload in the estate. This role therefore underwrites the availability, security and compliance of M365, SharePoint, Power Platform, Dynamics 365, Fabric and Azure services. The post-holder is on the front line for any P1 authentication outage, Conditional Access misconfiguration, or directory replication failure. Requirements Key Technical Responsibilities Hybrid Active Directory Operations Administer multi-forest on-premises Active Directory Domain Services (modern schema, WS2016+ functional level), including domain controllers, FSMO roles, sites and services, replication topology, DNS, DHCP, time service (NT5DS), and trust relationships. Maintain and harden Group Policy Objects across the estate, including baseline security GPOs, audit policies, AppLocker / WDAC, BitLocker, Windows Update for Business, and computer/user configuration drift detection. Operate and patch ADFS on legacy Windows Server (where present), administer claims rules, relying party trusts, certificate rotation, and plan migration of relying parties to Entra ID where commercially appropriate. Manage Azure AD Connect (auto-updating) including sync rules, source anchor, password hash sync / pass-through authentication, seamless SSO, staging mode validation, and re-permission / re-baseline activities. Diagnose and remediate replication failures, lingering objects, USN rollback, tombstone issues, NTLM/Kerberos auth failures, SPN duplication, and time-skew problems using repadmin, dcdiag, klist, KDCDiag, ADReplStatus and Microsoft 365 Connectivity Analyzer. Entra ID and Identity Lifecycle Administer Entra ID P2 tenants including users, groups, dynamic groups, administrative units, application registrations, enterprise applications, service principals, managed identities, and consent workflows. Configure and operate Conditional Access (sign-in risk, user risk, named locations, device compliance, session controls), Multi-Factor Authentication, passwordless sign-in (Windows Hello for Business, FIDO2, Authenticator), and Temporary Access Pass for onboarding. Operate Privileged Identity Management (PIM) for just-in-time role activation, approval workflows, access reviews and break-glass account governance; work with the on-premises PAM solution for tier-0 administration. Manage Entra ID B2B (guest collaboration) and B2C (custom policies, user flows, identity providers, custom branding, application integrations) for both internal and external-facing tenants. Implement Identity Governance: Entitlement Management, Access Packages, Access Reviews, Lifecycle Workflows, and HR-driven inbound provisioning where in scope. Endpoint Management with Intune Administer Microsoft Intune including device enrolment (Autopilot, Apple ABM, Android Enterprise), configuration profiles, compliance policies, app protection policies (MAM), Conditional Access integration, and Endpoint Privilege Management. Define and maintain Windows update rings, feature update profiles, driver update profiles, and Defender for Endpoint baselines via Intune Security Baselines. Operate Win32 / LOB / Microsoft Store app deployment, package authoring (intunewin), update rings, and supersedence chains. Co-manage devices with Configuration Manager where present, troubleshoot enrolment failures using IME logs, MDM Diagnostics Tool, and the Intune Troubleshooting portal. Identity Automation and Tooling Author and maintain PowerShell automation using Microsoft Graph PowerShell SDK, Az PowerShell, ExchangeOnlineManagement, MSOnline (legacy), AzureAD (legacy), and ActiveDirectory modules - including JML (Joiner-Mover-Leaver) workflows, group membership reconciliation, stale object cleanup, and licence assignment. Build and operate identity-related runbooks in Azure Automation, Logic Apps, or Power Automate where appropriate. Use Microsoft Graph (REST + SDK) for advanced reporting, bulk operations, and integration with HR / ITSM platforms. Service Operations Own L2/L3 incident, problem and change resolution for identity-related tickets, achieving the contractual SLAs: P1 1-hour response / 4-hour resolution, P2 4-hour response / 1 working day resolution, P3 1 working day response / 3 working days resolution. Lead root cause analysis (RCA) for P1 identity incidents and produce post-incident review reports within five working days. Contribute to monthly service reports with identity KPIs (sign-in success rate, MFA coverage, Conditional Access policy hits, privileged role activations, sync health, AAD Connect latency, certificate expiry watchlist). Participate in CAB review, change scheduling, and change risk assessment for identity changes; produce rollback plans and pre/post implementation checks. Mandatory Technical Skills Active Directory Domain Services on Windows Server 2016+ including schema management, sites and services, GPO design, ADFS, AD CS, AD Recycle Bin, and DR/recovery procedures (authoritative restore). Entra ID P2 deep configuration: Conditional Access, MFA, PIM, Identity Protection (sign-in risk, user risk, risky users), Identity Governance, Application Proxy, External Identities (B2B, B2C custom policies), and Hybrid Identity (AAD Connect). Microsoft Intune end-to-end device and application management, including Autopilot pre-provisioning, compliance, configuration, and Endpoint Security baselines. PowerShell scripting (intermediate-to-advanced) using Microsoft Graph SDK, Az, and ActiveDirectory modules; ability to read / debug / extend existing scripts under change control. Working knowledge of Microsoft Defender for Identity (formerly Azure ATP) signals and integration with Defender XDR. Networking fundamentals: DNS, Kerberos, NTLM, OAuth 2.0, OpenID Connect, SAML 2.0, WS-Federation, certificate-based authentication, TLS/SSL troubleshooting, and modern auth flows. Working knowledge of ITIL v4 incident, problem, change and configuration management, and ITSM ticketing (e.g., ServiceNow, Jira Service Management). Desirable Technical Skills Entra Permissions Management (CIEM). Microsoft Entra ID Verified ID (decentralised identity) familiarity. Group Policy Analytics in Intune for cloud migration. Experience operating tier-0 PAM solutions (CyberArk, BeyondTrust, Delinea) on-premises. Familiarity with FIDO2 hardware tokens, Windows LAPS (cloud), and Authentication Methods migration. Exposure to Azure VPN Gateway, ExpressRoute, and hybrid connectivity for identity authentication paths. Required Certifications Microsoft Certified: Identity and Access Administrator Associate (SC-300) - mandatory. Microsoft 365 Certified: Administrator Expert (MS-102) - preferred. Microsoft Certified: Cybersecurity Architect Expert (SC-100) - desirable.

Farringdon, United Kingdom Posted on 30/01/2026 We provide end-to-end IT solutions and services including Applications services, Data & Analytics services, AI/ML Technologies and Professional services in the UK and EU market. Job Description Hi, We are looking for ServiceNow Architect for one of ourrenowned IT client based in London, UK. If interested, please share yourupdated CV to discuss further on the role Role: ServiceNow Architect Location: London, UK Is it Permanent/ Contract: Permanent Is it Onsite/Remote/Hybrid: Onsite Role Overview Weare seeking an experienced ServiceNow Architect to lead the solutiondesign, architecture, and implementation of enterprise ServiceNowplatforms. The role requires deep technical expertise across multipleServiceNow modules, strong architectural judgment, and the ability todrive best practices while delivering scalable, high-quality solutions. Key Responsibilities Lead the solutioning, design, and implementation of ServiceNow modules including ITSM, ITOM, HAM, SAM, SPM, IRM, BCM, and HRSD. Define ServiceNow architecture aligned with enterprise standards, scalability, and performance requirements. Review existing implementations and provide best-practice recommendations aligned with ServiceNow OEM guidelines. Design domain separation strategies, including process and data flows across multiple domains. Configuration & Development Lead configuration and customization of ServiceNow instances. Design and modify forms, workflows, scripts, transform maps, service maps, SLAs, web services, and inbound email actions. Develop and maintain custom applications and reusable components. Design, enhance, and maintain ServiceNow Service Portal, including widget creation. Implement solutions using Flow Designer, Integration Hub, and Orchestration. Integrations & ITOM Design and implement integrations between ServiceNow and third-party systems, including CMDB and event management tools. Architect and manage ITOM solutions, including Discovery, Service Mapping, and Event Management. Manage and support MID Server architecture and deployments. Operations, Performance & Governance Monitor platform health, usage, performance, and compliance. Implement and manage Performance Analytics dashboards and reporting. Ensure adherence to ServiceNow best practices and platform governance. Stay current with new ServiceNow releases, features, and capabilities. Act as a technical leader and advisor to delivery teams and stakeholders. Collaborate with cross-functional teams to ensure successful delivery and adoption. Demonstrate a proactive, self-driven approach with a focus on innovation and continuous improvement. Required Skills & Experience 8+ years of hands-on experience with ServiceNow. 10+ years of experience within the IT industry. Strong expertise across ServiceNow modules including ITSM, ITOM, HAM, SAM, IRM, BCM, SPM, and HRSD. Proven experience in custom application development on ServiceNow. Strong knowledge of Service Portal, scripting, and advanced configurations. Experience with LDAP, Active Directory, and SSO integrations. Solid understanding of enterprise ITSM processes and workflows. Excellent communication, problem-solving, and stakeholder management skills. Certifications & Education ServiceNow Certified System Administrator (CSA). Certified Implementation Specialist (CIS) - ITSM. CIS in Discovery / Service Mapping / Event Management. Bachelor's degree or equivalent combination of education and experience.

ServiceNow Source to Pay (S2P) Technical Consultant / Architect Added - 04/28/26. Remote working in UK / Europe. Contract role with ServiceNow ecosystem. Our client is a leading organisation within the ServiceNow ecosystem that has immediate requirements for a remote working contract ServiceNow S2P Technical Consultant / Architect for a remote working contract in the UK or Europe- this will be a 6 month+ contracts that may well extend! Responsibilities You will use your knowledge to get involved in the configuration, build, support, development, process and implementation of ServiceNow S2P ServiceNow solutions. Rate is negotiable. Qualifications ServiceNow - 5 years+ S2P - ESSENTIAL Excellent communication or consultancy skills ServiceNow certified - CSA, CAD and CIS certifications 2 or more Contact To apply, please send an updated resume to or call + (0) .

Added - 04/22/26 ServiceNow ITSM / HRSD Senior Architect - Hybrid working UK ServiceNow Permanent Qualifications ServiceNow - 5+ years ITSM / HRSD - Essential HR Case Management, HR Knowledge Management, Employee Service Centre, onboarding, document management, HR performance analytics Integration with HRIS systems - Workday, SAP Success Factors ITIL ServiceNow certified - CSA, CIS-HRSD Degree Excellent communication and/or consultancy skills Responsibilities Work with customers Design, security, compliance, roadmaps, integration, custom applications, migrations, upgrades, support, maintenance and agile planning

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals. We have a newly created opportunity for an experienced and innovative Lead ServiceNow Developer to take technical ownership of the design, development, and implementation of complex ServiceNow solutions. This senior role will lead development best practices, mentor the development team, and ensure delivery of high-quality, scalable, and maintainable solutions aligned to platform standards. The ideal candidate will bring deep ServiceNow expertise, proven delivery experience, and exceptional stakeholder engagement skills to define and deliver the ServiceNow vision and roadmap across ITSM, CSM, ITOM, and other modules. You will combine hands on technical leadership with architectural oversight, ensuring alignment with governance, security, and business requirements in domain separated environments. You will work closely with the Platform Owner to convert strategy, governance and architectural direction into practical technical execution, ensuring all solutions align to platform standards, design patterns and long-term vision. This is a senior technical leadership role within a global organisation transforming its IT service capabilities. You will shape and lead ServiceNow development, influence the technical roadmap, and deliver innovative solutions that drive measurable business value and platform excellence. In this influential role, you will act as a technical authority within the ServiceNow Centre of Excellence (COE), driving continuous improvement, automation, and innovation to support enterprise service transformation. Technical Leadership & Solution Design Provide technical leadership across all ServiceNow development activities, ensuring adherence to coding and platform best practices. Lead solution design sessions, translating complex business requirements into scalable technical solutions. Oversee development and integration work across ITSM, CSM, ITOM, and other modules. Establish and enforce development standards, code review processes, and documentation practices. Collaborate with the Platform Owner to define and deliver the ServiceNow roadmap and architectural vision. Development & Delivery Design, develop, and deploy advanced ServiceNow solutions, including custom applications, integrations, and automation workflows. Manage complex scripting, API integrations, and performance tuning to ensure platform reliability. Work closely with the System Administrators and Developers to coordinate releases, upgrades, and testing. Resolve critical technical issues and support continuous delivery pipelines. Mentoring & Continuous Improvement Mentor and coach developers/admins, fostering a culture of knowledge sharing and professional growth. Promote continuous improvement in code quality, reusability, and efficiency. Contribute to the definition of governance, design standards, and automation frameworks. Champion new features, technologies, and ServiceNow innovations that add business value. Key Achievements You'll Drive Deliver enterprise grade ServiceNow solutions that align with architecture and governance standards. Establish development best practices, templates, and reusable components. Enable faster, higher quality releases through automation and CI/CD practices. Enhance platform scalability, maintainability, and user experience. Develop and mentor a high performing ServiceNow development team. Qualifications Extensive experience as a Senior or Lead ServiceNow Developer in an enterprise or MSP environment. Expert level proficiency in ServiceNow development, scripting, and integration (JavaScript, Glide, REST/SOAP APIs). Strong understanding of ServiceNow architecture, data model, and platform capabilities. Experience leading development teams and managing technical delivery in Agile environments. Hands on experience with CI/CD pipelines, Git integration, and DevOps tooling. Demonstrated experience leading test teams and establishing ATF as a core testing practice. Skilled at optimising delivery velocity while maintaining strict adherence to platform standards and architectural integrity. Excellent communication, leadership, and stakeholder management skills. ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) required; CIS certifications (ITSM, ITOM) highly desirable. Experience with enterprise scale ServiceNow implementations and multi module deployments. Knowledge of ITIL, enterprise service management, and automation frameworks. Familiarity with ITOM Discovery, Service Mapping, or CMDB best practices. ITIL Foundation or advanced ServiceNow certifications preferred. Technical leader with a hands on, solution oriented approach. Strategic thinker with a focus on delivery excellence and continuous improvement. Collaborative mentor and strong communicator. Driven by innovation, quality, and operational efficiency. At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success. We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package: Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth. Flexible working: Flexible work arrangements to support your work life balance. We can't promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can. A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well being, and insurance schemes. At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. Your perspective and potential are important to us.

Job Overview Our client is a leading organisation within the ServiceNow ecosystem and has an immediate requirement for a hybrid working ServiceNow Senior Architect for a permanent role in the UK. Responsibilities The role will involve working with the customer on design, compliance, upgrades, release management, risk management, discovery, integrations, service mapping, documentation, and deployment. Qualifications ServiceNow - 5 years+ experience (ESSENTIAL) ITSM, ITOM, CMDB, IRM, BCM, S2P, TPRM - ESSENTIAL CMDB, CSDM, CI data quality Integration ITIL ServiceNow certified - CSA, CIS - ITSM, IRM, CSM preferred; CTA TOGAF Degree Excellent communication and/or consultancy skills Compensation Salary - Negotiable

Overview Job Description: Telecommunications Network Inventory (TNI) Architect - ServiceNow Platform Role Overview: The TNI Architect is a senior architectural leader responsible for defining, designing, and governing large scale Telecommunications Network Inventory (TNI) solutions on the ServiceNow platform. With 15+ years of total IT experience and 10+ years of deep ServiceNow + TNI architecture expertise, this role drives digital transformation for telecom operators by unifying network inventory, workflows, and automation on ServiceNow's telecom ecosystem such as (topologies, equipment, and processes). This role partners with enterprise architects, network engineers, and business leaders to build scalable, AI enabled, future ready telecom operations. TNI & ServiceNow Architecture Architect end to end Telecommunications Network Inventory (TNI) solutions, including physical & logical network modelling, topology, capacity, and lifecycle automation (Supports inventory visualization, topology mapping & telecom workflows). Define scalable, secure, and high performance ServiceNow architectures across ITSM, ITOM, CSM, CMDB, FSM/FSL, Discovery, and telecom modules. Create architecture blueprints, reference models, data models, and integration patterns aligned with enterprise standards. Drive TNI platform modernization, including converged network operations, CMDB maturity, and configuration governance. Solution Design & Delivery Leadership Lead solution architecture for large implementations, upgrades, and multi module programs in the telecom domain. Conduct design reviews, code reviews, and configuration governance to ensure adherence to platform best practices. Define platform guardrails, data governance, naming conventions, security models, and upgrade readiness. Optimize workflows, inventory models, and network operations dashboards for performance and usability. Integration & Automation Architect integrations between TNI and OSS/BSS systems using REST/SOAP APIs, IntegrationHub, MID Server, event driven patterns, and network adapters. Build reusable frameworks, accelerators, network templates, and automation toolkits to improve delivery velocity. Stakeholder Engagement & Strategy Partner with business, network ops, engineering teams, and CXO level stakeholders to align TNI architecture with transformation strategy. Lead customer workshops, solution walkthroughs, RFP/RFI responses, and pre sales architecture sessions. Provide thought leadership on ServiceNow telecom roadmap, platform expansion, AI capabilities, and upgrade strategy. Innovation & Telecom Transformation Drive adoption of new ServiceNow telecom capabilities such as predictive intelligence, AIOps, topology visualization, automated network service creation, and process optimization. (ServiceNow supports automated service creation & network topology management) Identify opportunities to modernize legacy OSS systems using ServiceNow as the central orchestration and inventory platform. Leadership, Mentoring & Governance Guide developers, BAs, technical consultants, and junior architects on TNI design patterns and platform best practices. Establish architectural standards within the TNI/ServiceNow Center of Excellence (CoE). Mentor cross functional teams and support capability building through structured training and knowledge sessions. Required Experience & Qualifications 15+ years of overall IT experience, with strong background in enterprise system design and large scale architecture. 10+ years specialized in ServiceNow + TNI architecture, including hands on experience with telecom inventory models. (TNI includes inventory, rack design, capacity, equipment modeling, fiber/circuit mapping, etc.) Strong expertise across ServiceNow telecom ecosystem: TNI, CMDB, Discovery, Service Operations, ITOM, CSM, FSM/FSL. Proven experience designing integrations between ServiceNow and OSS/BSS systems. Experience defining data models for network equipment, logical circuits, racks, capacity, and telecom topology. Strong communication and stakeholder management skills, including experience presenting to senior executives. ServiceNow certifications preferred: Certified System Administrator CIS (any Telecom/CMDB/Discovery/CSM/ITSM modules) CAD CTA (preferred) Preferred Skills Experience in telecom network modeling, network topologies, fiber/circuit provisioning, and network operations. Familiarity with AI features in ServiceNow-Predictive Intelligence, Automation Engine, AIOps. Understanding of cloud (AWS/Azure/GCP), microservices, and enterprise integration patterns. Hands on experience with pre sales, estimation, and solution shaping for large telecom RFPs. Why This Role Matters This role is critical in helping telecom enterprises modernize network operations, unify inventory systems, reduce operational complexity, and accelerate digital transformation on the ServiceNow platform.

Job Description Role: Technology, Strategy & Advisory, Enterprise Architect Manager - CMT Location: London, Manchester, Edinburgh Industry: Comms, Media & Telco Mobility: Up to 100% Career Level: Manager Your responsibilities as an Enterprise Architect Manager Assess the impact of business strategy on enterprise architecture across organisation, applications, data, infrastructure, and operations Stay abreast of Comms & Media industry trends and translate them into enterprise architecture implications and transformation opportunities Lead large scale IT and digital transformation programs for Comms and media clients, advising on impacts across people, process, technology, data, and AI Drive BSS/OSS transformation initiatives, leveraging deep understanding of telecom ecosystems and aligning architecture with Accenture offerings Engage with C suite stakeholders, leading strategic conversations and influencing key architectural and investment decisions Co create client Enterprise Architecture vision, strategy, and roadmaps aligned to business objectives and market dynamics Lead the creation of end to end architecture blueprints, covering applications, integrations, data, and technology landscapes Conduct as is architecture assessments across business capabilities, applications, data, and technology, identifying gaps, maturity levels, and pain points Define target state architecture, including application rationalisation and modernisation strategies Bring strong awareness of COTS platforms (e.g., Salesforce, Amdocs, Oracle, ServiceNow, MS Dynamics) and define best fit enterprise architecture Apply industry standard frameworks such as TOGAF and TM Forum (eTOM, SID, ODA), leveraging 7R modernisation strategies to define and drive architecture transformation Work with business, technology & third party stakeholders to effectfully formulate, communicate and conclude key architectural decisions Drive enterprise architecture governance to ensure alignment with principles, standards, and target state architectures, maintaining architectural consistency and control Lead proposal development and deal shaping, translating client pain points into differentiated offerings and POVs Drive innovation through creation of reusable assets and PoCs, demonstrating business value and accelerating client decision making Define enterprise data platforms, integration, and automation strategies, including AI enabled architectures and agentic frameworks Identify opportunities to integrate AI and automation into BSS/OSS operations for improved efficiency and productivity Lead and mentor architecture teams, ensuring high quality delivery, capability development, and alignment with enterprise standards Qualifications Experience in the Communications, Media & Technology (CMT) industry, with strong global telecom exposure Deep knowledge of Telco BSS/OSS domains, including CRM, CPQ, Order Management, Product Management, Billing, and OSS Experience delivering complex digital transformation programmes across large scale telecom environments Strong blend of consulting, enterprise architecture, and telecom domain expertise Knowledge of cloud native architectures, digital decoupling, and platform based transformation strategies Strong stakeholder management and executive communication skills, with the ability to influence senior leaders Experience with AI, data platforms, and emerging technologies (including Agentic AI and intelligent automation) Deep expertise in CPQ (B2B Telco), billing architectures (mobile/converged), and revenue management Experience in OSS domain, including service fulfilment, provisioning, and assurance (e.g., ServiceNow, Remedy, AIOps, NetOps, CMDB) Strong understanding of telecom products and lifecycle management across Mobile, Fixed, IoT, Digital, and Cloud services TOGAF certified enterprise architecture practitioner Hands on experience leveraging enterprise architecture tools (e.g., LeanIX, Orbus) to support architecture governance and modelling Set yourself apart (we are very interested in hearing from you if you have some or all of the below) Demonstration of in depth technology insight in particular Telco functional domain e.g. Sales, CRM, Order Management, Product management, Billing and OSS Experience working as an enterprise architect Experience in business capability and process taxonomies, maturity assessments and alignment of gaps to enabling technology solutions Experience with Enterprise / platform / application / data architecture Knowledge of architecture tools such as LeanIX, Ardoq, iServer, etc. Previous experience in Comms and Media Experience in major enterprise architecture engagements e.g. application optimisation/rationalisation, re platforming, modernisation of enterprise architecture Certified in AWS/Azure/GCP and other enterprise platforms Familiarity with applying key frameworks such as APQC Process Classification Framework, Zachman Framework, ITIL and Scaled Agile Framework What's in it for you At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 30 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first class services we are known for. Locations London Edinburgh Manchester Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women. Please read Accenture's Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.