Who We Are
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.
The Role
If you’re a ServiceNow Architect who wants to do more than just deliver projects, this role at Kyndryl gives you the scale, influence, and career runway that’s hard to find elsewhere.
Job Description
We are seeking an experienced Solution Architect to lead the design, implementation, and optimisation of ServiceNow solutions across our enterprise, with preference on having experience on ServiceNow Customer Service Management (CSM). This role requires a strategic thinker with deep technical expertise in ServiceNow platform capabilities, enterprise architecture, and system integration. The successful candidate will also bring strong Agile leadership experience, serving as a Scrum Master to drive iterative delivery, foster high-performing teams, and embed agile ways of working across digital transformation programmes. They will drive digital transformation initiatives whilst ensuring alignment with organisational objectives and technical standards.
Key Responsibilities
ServiceNow Platform Leadership
Conduct comprehensive feasibility studies to evaluate ServiceNow implementation opportunities and assess technical viability for proposed solutions
Design and oversee the implementation of ServiceNow Performance Monitoring and Predictive Analytics capabilities
Establish monitoring frameworks that provide real-time insights into system performance, user adoption, and business process efficiency.
Agile Delivery and Scrum Leadership
Serve as Scrum Master across one or more ServiceNow delivery teams, facilitating all Scrum ceremonies
Champion agile principles and practices across the organisation, coaching teams and stakeholders on Scrum frameworks
Own and manage the product backlog in close collaboration with Product Owners and business stakeholders
Track and communicate key agile metrics to provide transparency to senior leadership and programme stakeholders.
Artificial Intelligence and Innovation
Design, architect, and oversee the implementation of ServiceNow AI capabilities
Develop comprehensive strategies for AI adoption that align with business objectives and enhance user experience across the platform.
Lead exploration and experimentation initiatives to integrate ServiceNow AI capabilities with other Software-as-a-Service solutions
Identify integration opportunities that create synergies and improve cross-platform functionality.
Oversee the migration of the current platform to ServiceNow Protected Platform (SPP)
Enterprise Architecture
Provide enterprise-wide architecture review and guidance to ensure ServiceNow implementations align with broader organisational technology strategy.
Collaborate with stakeholders across business units to understand requirements, identify opportunities for standardisation, and promote architectural consistency across the enterprise.
Access Control and Licensing Optimisation
Streamline and simplify the existing complex ServiceNow access control matrix whilst working within current licensing constraints.
Develop strategies to optimise user access patterns, reduce administrative overhead, and ensure appropriate security controls are maintained across all ServiceNow applications and modules.
Quality Assurance and Vendor Management
Provide independent validation and counter-checks of incumbent vendor solutions and implementation efforts.
Serve as the technical authority for vendor accountability and solution quality assurance.
At Kyndryl, this role is the start of a long‑term architecture career—not a stopping point. As you grow your impact across complex, mission‑critical environments, you can progress into Lead and Principal Solution Architect roles, shaping platform strategy and influencing enterprise‑wide transformation. With continued growth, opportunities extend into Enterprise Architecture and senior technical leadership, supported by certifications, global exposure, and a strong architect community. At Kyndryl, your career grows in scope, influence, and impact.
Who You Are
You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.
Minimum 8–10 years of solution architecture experience with at least 3 years focused on ServiceNow, with preference on ServiceNow Customer Service Management (CSM)
Minimum 3 years of experience as a Scrum Master or Agile Delivery Lead, preferably within enterprise technology or digital transformation programmes
Demonstrated experience facilitating agile ceremonies, managing backlogs, and coaching cross-functional teams on agile ways of working
Demonstrated experience in vendor management and solution validation
Track record of successful large-scale digital transformation projects
Experience with enterprise architecture frameworks and methodologies
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem solving, including using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI's potential impact on the function or industry
Skills and Competencies
Strong analytical and problem-solving capabilities with attention to detail
Excellent communication and facilitation skills, with the ability to present complex technical concepts to diverse audiences and lead collaborative team sessions
Proven ability to manage competing priorities across multiple workstreams whilst maintaining team focus and morale
Understanding of IT service management, business process automation, and enterprise integration patterns
Ability to balance the dual role of technical architect and agile delivery leader, adapting communication style and focus depending on context and audience
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications
- Certified Scrum Master (CSM), Professional Scrum Master (PSM), or SAFe Scrum Master certification
- Experience with cloud platforms and modern integration technologies
- Knowledge of AI/ML technologies and their enterprise applications
- TOGAF or similar enterprise architecture certification
- Experience in government or highly regulated environments
- Familiarity with scaled agile frameworks such as SAFe or LeSS in the context of large enterprise programmes
Being You
The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.
What You Can Expect
Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.
From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.
We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.
We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.
Get Referred!
If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.
