ServiceNow Workplace Service Delivery (WSD) – Technical Lead / Architect
This is a highvisibility ServiceNow WSD Technical Lead opportunity supporting a June 1 golive for a global IFM organization. Immediate focus is handson delivery, data readiness, and platform stabilization, with a strong path into a longerterm 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 codevelopment initiative.
Role Context & Business Objective
This role supports a highpriority ServiceNow Workplace Service Delivery (WSD) golive initiative within a global real estate and facilities organization. The engagement is part of a confidential, enterprisescale 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 golive, 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 longerterm platform ownership and expansion.
This role operates in a codevelopment 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 golive (locations, assets, services, users).
Partner with business and IFM stakeholders to translate operational requirements into scalable ServiceNow solutions.
Support golive execution, risk mitigation, and early adoption during hypercare.
Produce clear technical documentation and act as a trusted advisor during launch.
This phase is deliverycritical and timesensitive, with ServiceNow accounts scheduled to go live June 1.
Required Experience Profile (Phase 1)
Strong handson ServiceNow WSD experience (nonnegotiable).
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 earlystage or golive environments.
Ability to work independently, move quickly, and make sound technical decisions in ambiguous environments.
Phase 2: LongerTerm / Strategic Role (Post–GoLive)
Following the initial WSD launch, there is a second, more strategic role planned to oversee and scale the platform.
Serve as longterm 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.
NicetoHave / Adjacent Experience
Exposure to Enterprise Asset Management (EAM) within ServiceNow.
IFM / Commercial Real Estate (CRE) domain experience.
Prior involvement in platform codevelopment or largescale standardization efforts.
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