Solution Architect

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.

Your Future at Kyndryl

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.

Professional Experience

• 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