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

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

manager · Consulting

Basic information

Job description

Connect to your Industry

At Deloitte we help clients around the world help resolve their most critical information and technology challenges, across the breadth of IT & Digital, from strategy through to implementation and managed services. With a team of more than 1700 people working in Technology in the UK, we bring our passion, experience, and technology skills to bear on our clients most high-profile technology projects.

Our ServiceNow capability is a rapidly growing part of our business. As a ‘Global ServiceNow Partner’ we provide services across all four Partner capacities to our global clients. We transform businesses through the design and implementation of ServiceNow, developing innovative solutions on the platform to tackle our clients most pressing needs. We focus on delivering high value sustainable change and business outcomes and work closely with ServiceNow leadership and product teams to address the future challenges faced by our clients.

As part of our ServiceNow team, you will benefit from a role that gives you the opportunity to build, shape and innovate transformative solutions; leading client relationships and solution delivery as soon as you join. You will broaden your skills by working on complex, transformational solutions across a range of clients and gain valuable experience in developing and building businesses across our industries and our consulting network.

Discover more about our ServiceNow capability at https://www.deloitte.com/global/en/alliances/servicenow.html

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Connect to your opportunity

As a ServiceNow Functional Lead, you’ll be at the heart of our clients’ most ambitious digital transformations, serving as the strategic leader and essential bridge between ambitious client visions and actual, high-impact reality. We work with varied organizations in the world to solve their toughest, most complex challenges. Your role is to lead in these ambiguous environments, architect functional strategies, and drive digital and business transformations that genuinely change how industries operate.

Here is what you will be enabled to achieve and experience with us:

• You will champion the discovery charge, navigating complex, ambiguous operations and guiding major clients to scale their workflows through the power of platform automation.
• You'll own the alignment between big ideas and working technology. You’ll govern the functional blueprints, process architectures, and data integrations that make digital transformations work.
• You'll command the agile delivery ecosystem. You will establish delivery governance—orchestrating sprint cycles, managing backlog prioritization, and keeping our multidisciplinary teams unblocked and moving at pace.
• You'll cultivate strategic, executive partnerships. You will design and facilitate high-impact workshops, acting as the trusted advisor whom senior stakeholders rely on to navigate critical program decisions.
• You'll drive practice leadership and talent development. At Deloitte, we give you the space to lead. You will balance strategic advisory with active leadership, managing and mentoring teams to shape the next generation of functional consulting talent.

Connect to your skills and professional experience

You're a collaborative, strategic problem-solver. You thrive in dynamic, fast-paced environments, tackling highly complex and ambiguous challenges with a structured mind, strategic foresight, and a positive attitude. You are committed to driving our clients' and teams' success, growing our business every day without compromising on our high standards, integrity, or unique culture.

As a ServiceNow Functional Lead, you will govern the discovery, design, and delivery of ServiceNow solutions that drive measurable transformation outcomes. You will connect platform capabilities to business value by directing functional specifications, steering implementation roadmaps, and leading workstream delivery while partnering with senior stakeholders to enable sustainable change.

Key Responsibilities

• Lead business process discovery, maturity analysis, and strategic roadmap definition; align current operations with enterprise transformation goals
• Govern the translation of complex business requirements into robust functional architectures, blueprints, and target-state process workflows
• Partner with technical architects and delivery leads to govern end-to-end testing, validation, and deployment strategies
• Lead functional design reviews, solution gates, and senior stakeholder alignment sessions
• Demonstrate deep functional expertise across multiple core ServiceNow modules (ITSM/ITOM/CSM/HRSD) and advise on platform capabilities
• Oversee the translation of high-level business requirements into prioritized backlogs and high-quality user stories with clear acceptance criteria
• Establish Agile/Scrum delivery frameworks, manage sprint planning, and drive overall workstream velocity
• Design and lead executive-level design workshops; translate overarching transformation ambitions into concrete, scalable functional solutions
• Drive business process optimization and organizational redesign; architect and champion ServiceNow-enabled solutions
• Manage, coach, and mentor team members on functional consulting, discovery methodologies, and client engagement
• Evaluate automation patterns and capabilities that accelerate transformation outcomes
• Develop thought leadership on delivery best practices; contribute to practice methodology
• Think strategically on multi-year platform roadmaps, not just single-project delivery

Essentials:

• Proven hands-on ServiceNow functional delivery experience, with a proven track record of leading discovery or design workstreams
• Proven track record of directing functional design across multiple ServiceNow modules on large-scale enterprise implementations
• Deep domain expertise in ITIL, enterprise service management, or industry-specific business processes
• Proven ability to synthesize highly complex, ambiguous requirements into cohesive functional architectures and strategic roadmaps
• Expertise in defining documentation standards for functional designs, process flows, and system specifications
• Experience establishing, scaling, and managing Agile/Scrum delivery frameworks within complex client environments
• Exceptional communication, presentation, and negotiation skills, with a proven ability to influence executive-level stakeholders
• Advanced analytical and problem-solving skills; proven ability to define business cases and drive data-backed operational improvements
• Demonstrated success leading high-stakes workshops, managing conflicting stakeholder priorities, and driving consensus
• Commitment to practice leadership, delivery excellence, and driving high-impact client transformations
• Passion for delivery excellence and commitment to enabling client transformation

Desirables:

• ServiceNow certifications (CSA, CAD, or multiple CIS) – highly regarded as validation of platform capability but not primary differentiator
• Understanding of ServiceNow reporting, Performance Analytics, and advanced workflow automation capabilities
• Certified in ITIL Foundation or higher certifications
• Experience managing project teams, formal performance management, or leading practice capability initiatives
• Experience working on Government & Public Services (G&PS) projects, or a willingness to develop experience in this sector

Connect to your business - Technology and Transformation

Distinctive thinking, deep expertise, innovation and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we’ll make an impact that matters.

Enterprise, Technology and Performance

Our clients want to achieve maximum value from digital transformation investments in Finance, Supply Chain and IT operations. That’s where we come in. By taking a holistic view of performance improvement, including strategy, process design and technology enablement, we support the smooth operation of transformations. 

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

“What I love most about my role is the measurable impact we create. We're not just configuring a platform; we are architects of transformation, using ServiceNow to solve real-world challenges for our clients. The best part is doing it alongside a team of brilliant, supportive, and driven individuals who are all committed to making a difference and helping each other grow”. - Teena, Technology & Transformation

Our hybrid working policy

You’ll be based in one of our UK offices with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

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