Service Now Architect- Senior Manager

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions. In technology leadership and strategy at PwC, you will focus on leading large technology teams and partnering with technology and business leaders across the enterprise for common goals, mutual responsibility, and accountability. You will own multiple aspects of the technology delivery cycle, lead executive stakeholder management, have large teams and a substantial fiduciary responsibility. Additionally, you will set and execute the domain strategy aligned with business goals, prioritisation, and demand.

The Opportunity

When you join PwC Acceleration Centers (ACs), you step into a pivotal role focused on actively supporting various Acceleration Center services, from Advisory to Assurance, Tax and Business Services. In our innovative hubs, you’ll engage in challenging projects and provide distinctive services to support client engagements through enhanced quality and innovation. You’ll also participate in dynamic and digitally enabled training that is designed to grow your technical and professional skills.

As part of the ServiceNow practice you will lead enterprise-scale digital transformation programs leveraging the ServiceNow platform, including modern AI capabilities. As a Senior Manager you will architect scalable solutions, guide complex implementations, and partner with senior client leaders to drive platform strategy and automation. This role provides the opportunity to mentor cross-functional teams and drive pre-sales engagements, contributing to the growth and success of the practice.

Responsibilities

• Lead digital transformation programs using the ServiceNow platform
• Architect scalable solutions to meet enterprise needs
• Guide complex implementations and achieve project success
• Collaborate with senior client leaders to drive platform strategy
• Mentor cross-functional teams to enhance capabilities
• Drive pre-sales engagements to support practice growth
• Evaluate modern AI capabilities for integration into solutions
• Maintain alignment of implementations with client objectives
  
  

What You Must Have

• Bachelors Degree
• 12 years of IT consulting experience with 8–10 years in ServiceNow delivery and architecture
• Oral and written proficiency in English required
  
  

What Sets You Apart

• Bachelors or Masters degree in Computer Science, Engineering, Information Technology, or related field
• Certified System Administrator (CSA) certification preferred
• Leading enterprise-scale digital transformation programs
• Architecting scalable ServiceNow solutions
• Designing AI-powered workflows and automation
• Managing complex ServiceNow programs and client engagements
• Mentoring teams in modern ServiceNow capabilities
• Driving pre-sales engagements and AI-enabled solutioning
• Delivering GenAI or machine-learning solutions outside of ServiceNow a plus
  
  

Line of Service: Advisory – Acceleration Center Experience: 12-15 Years Location: Bengaluru / Hyderabad Organization: PwC Acceleration Center, Bengaluru

Summary

As a Senior Manager in PwC’s ServiceNow practice, you will lead enterprise-scale digital transformation programs leveraging the full power of the ServiceNow platform, including modern AI capabilities such as ServiceNow GenAI, Predictive Intelligence, Virtual Agent, Automation Engine, and AI-powered workflow optimization. With 12+ years of experience, you will architect scalable solutions, guide complex implementations, and partner with senior client leaders to drive platform strategy, automation, and AI-enabled service experience improvements.

Responsibilities: Client Delivery & Architecture

 Architect and lead the delivery of multi-tower ServiceNow solutions across ITSM, ITOM, HRSD, CSM, FSM, SPM, and custom applications.

 Design AI-powered workflows, leveraging: o ServiceNow GenAI for summarization, natural language understanding, and content generation o Predictive Intelligence for clustering, classification, and next-best-action recommendations o Virtual Agent + NLU for conversational automation o Automation Engine (RPA, Integration Hub) for end-to-end process automation o Performance Analytics to build data-driven dashboards and insights

 Develop platform blueprints including integration strategy, CMDB/CI modeling, data architecture, governance, and security.

 Oversee end-to-end delivery from requirements and design through deployment and hypercare.

 Ensure architecture alignment with ServiceNow AI best practices and PwC quality standards. Engagement Management

 Manage multiple, complex ServiceNow programs and ensure delivery outcomes across scope, schedule, financials, and risk.

 Lead solution planning, resource modeling, and quality assurance activities.

 Drive client conversations and maintain executive-level engagement and satisfaction.

 Support SOW creation, estimation, and governance processes. Stakeholder Management & Advisory

 Advise Service Management leaders and enterprise architects on AI-enabled operating models and ServiceNow transformation strategies.

 Conduct workshops, platform visioning, maturity assessments, and roadmap planning with AI adoption in mind.

 Translate complex technical designs—including AI training data, ML models, NLU intents, and automation frameworks—into business-aligned discussions. Team Leadership & Development

 Lead cross-functional delivery teams including architects, developers, AI specialists, business analysts, testers, and offshore teams.

 Mentor teams in modern ServiceNow capabilities, including GenAI use cases, predictive modeling, and automation best practices.

 Support practice development through knowledge sharing, reusable asset creation, and thought leadership. Business Development

 Drive pre-sales engagements, including AI-enabled solutioning, demos, and proof-of-concepts.

 Contribute to pursuits, proposals, account strategy, and PwC points of view on AI-led workflow transformation.

 Develop and promote industry-aligned use cases that incorporate ServiceNow’s latest AI features. Required Skills & Experience

 12+ years of IT consulting experience with 8–10+ years in ServiceNow delivery and architecture.

 Proven experience architecting ServiceNow solutions that incorporate: o GenAI capabilities (Now Assist, AI Search, content summarization, knowledge generation) o Predictive Intelligence (classification, similarity, clustering models) o Virtual Agent with NLU (intent models, conversational design) o Automation Engine / Integration Hub / RPA technologies o Data-driven insights using Performance Analytics or custom analytics models

 Deep knowledge of ServiceNow design, scripting (JavaScript), advanced integrations (REST/SOAP, OAuth), CMDB modeling, and platform governance.

 Strong background in designing scalable, secure, and AI-optimized ServiceNow architectures.

 Experience leading large enterprise implementations with globally distributed teams.

 Proficiency with Agile/SAFe methodologies and CI/CD pipelines for ServiceNow.

 Excellent Communication, Storytelling, And Executive Stakeholder Management. Qualifications

 Bachelor’s or Master’s degree in Computer Science, Engineering, Information Technology, or related field.

 ServiceNow certifications such as: o Certified System Administrator (CSA) – Mandatory o CIS (ITSM/ITOM/HRSD/CSM/SPMetc.) o Certified Application Developer (CAD) o GenAI / AI-related ServiceNow accreditations o Certified Technical Architect (CTA) – highly preferred

 Experience delivering GenAI or machine-learning solutions outside of ServiceNow a plus.

 Knowledge of ITIL, COBIT, enterprise architecture, integration patterns, and cloud ecosystems.

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