Job Description:
ServiceNow Workplace Service Delivery (WSD) – Technical Lead / Architect
This is a high‑visibility ServiceNow WSD Technical Lead opportunity supporting a June 1 go‑live for a global IFM organization. Immediate focus is hands‑on delivery, data readiness, and platform stabilization, with a strong path into a longer‑term strategic ownership role across WSD and EAM. The role works directly with senior client care and product leadership and is part of a broader ServiceNow co‑development initiative.
Role Context & Business Objective
This role supports a high‑priority ServiceNow Workplace Service Delivery (WSD) go‑live initiative within a global real estate and facilities organization. The engagement is part of a confidential, enterprise‑scale rollout where ServiceNow is being positioned as a core platform across Integrated Facilities Management (IFM) services.
The initial focus is ensuring a successful June 1 go‑live, followed by early lifecycle stabilization, adoption, and scale. The resource will be foundational to standing up WSD capabilities and then has a strong runway into longer‑term platform ownership and expansion.
This role operates in a co‑development model with ServiceNow, collaborating closely with internal product, data, and platform teams as well as ServiceNow directly.
Primary Responsibilities
Lead the technical delivery and stabilization of ServiceNow Workplace Service Delivery (WSD).
Own configuration, workflow design, service catalogs, and fulfillment processes within WSD.
Ensure data migration readiness and data accuracy ahead of go‑live (locations, assets, services, users).
Partner with business and IFM stakeholders to translate operational requirements into scalable ServiceNow solutions.
Support go‑live execution, risk mitigation, and early adoption during hypercare.
Produce clear technical documentation and act as a trusted advisor during launch.
This phase is delivery‑critical and time‑sensitive, with ServiceNow accounts scheduled to go live June 1.
Required Experience Profile (Phase 1)
Strong hands‑on ServiceNow WSD experience (non‑negotiable).
Background supporting workplace, facilities, or IFM service models.
Experience with data migration / data readiness in ServiceNow implementations.
Comfortable operating as a “doer” Technical Lead in early‑stage or go‑live environments.
Ability to work independently, move quickly, and make sound technical decisions in ambiguous environments.
Phase 2: Longer‑Term / Strategic Role (Post–Go‑Live)
Following the initial WSD launch, there is a second, more strategic role planned to oversee and scale the platform.
Serve as long‑term owner of the ServiceNow IFM/WSD platform.
Oversee and support the initial WSD Technical Lead resource.
Drive more strategic roadmap decisions across WSD and EAM intersections.
Work closely with broader product teams to scale platform capabilities across accounts.
Act as the primary technical point of accountability for the ServiceNow solution.
Nice‑to‑Have / Adjacent Experience
Exposure to Enterprise Asset Management (EAM) within ServiceNow.
IFM / Commercial Real Estate (CRE) domain experience.
Prior involvement in platform co‑development or large‑scale standardization efforts.
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