Director, ServiceNow Architect & Technical Delivery

About Us:

Opensity Solutions is the largest tech-enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:
Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Service Now Architect & Technical Delivery owns the technical vision, architecture, and delivery quality of Opensity's Service Now instances and client engagements. This role sets and enforces technical delivery standards across the Service Now practice, coaches and develops Service Now developers, and partners closely with Services Product Management to ensure architecture decisions support both internally managed platforms and externally delivered professional and managed services.

The Director is accountable for driving consistently high delivery quality and client satisfaction across all Service Now engagements.

• Oversee the development and architecture of Opensity's Service Now instances, including platform design, integrations, data model, and application architecture.
• Develop, document, and maintain technical delivery standards, best practices, and governance frameworks for Service Now implementations across the practice.
• Manage, coach, and mentor Service Now developers and technical consultants, raising the technical bar through code reviews, architecture reviews, and hands-on guidance.
• Partner with Services Product Management to align technical delivery approaches with the services roadmap, supporting both internal, customer-facing professional services, and managed services engagements.
• Drive consistently high levels of delivery quality, platform performance, and client satisfaction across all engagements.
• Lead technical architecture reviews and solution designs for complex or high-risk implementations, serving as the technical escalation point when needed.
• Evaluate platform architecture decisions across ITSM, ITOM, and other Service Now modules, ensuring alignment with Service Now best practices and upgrade readiness.
• Support pre-sales and scoping activities by providing technical architecture input, effort estimates, and risk assessments.
• Monitor platform health, technical debt, and instance hygiene across managed environments, and recommend remediation plans.
• Stay current with Service Now platform releases, new capabilities, and industry best practices, and share findings across the practice.

• 8+ years of Service Now implementation and architecture experience, including experience across multiple modules (e.g., ITSM, ITOM, CSM, Plus).
• Prior experience delivering through a Service Now partner, professional services organization, or managed services environment.
• Demonstrated experience setting technical standards, governance, or delivery frameworks for a development team or practice.
• Strong track record coaching, mentoring, and developing technical talent.
• Excellent client-facing communication skills, with experience presenting architecture decisions to technical and non-technical stakeholders.
• Deep understanding of Service Now platform architecture, scripting (JavaScript/Glide API), integrations (REST/SOAP, MID Server), and the Common Service Data…