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

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

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

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

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.

Join Us

At Kyndryl, we achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.

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