Principal Architect (ServiceNow)

The Principal Architect (Service Now) at DHL IT Services will lead the technical vision and governance for the Service Now platform. This role requires over 15 years of experience in IT architecture, with a strong focus on Service Now. The ideal candidate will have a Bachelor’s or Master’s degree in a related field and relevant certifications. Responsibilities include establishing architectural standards, providing technical guidance, and ensuring platform excellence. Strong analytical and stakeholder engagement skills are essential for success in this role. The Principal Architect (Service Now) will lead the technical vision and governance for the Service Now platform at DHL IT Services. This role requires extensive experience in IT architecture and Service Now, focusing on establishing architectural standards, providing technical guidance, and ensuring platform excellence. The ideal candidate will have a strong background in governance frameworks and technical leadership, with a proven ability to engage stakeholders and deliver complex solutions.

Start your IT career with us!

Principal Architect (Service Now)

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned

#Great Place ToWork certification, reflecting our commitment to exceptional employee experiences.

Digitalization. Simply delivered.

We are seeking a highly experienced Service Now Platform Principal Architect to lead the technical vision and governance for our Service Now ecosystem. This role is responsible for shaping the architectural strategy, ensuring high quality and sustainable implementation practices, enforcing technical standards, and supporting projects from design through acceptance and operations. The Principal Architect will act as a trusted advisor across stakeholders, driving platform excellence and long-term business value. Principal Platform Architect responsibilities in industry roles typically include a broad set of architectural, governance, and leadership duties that ensure scalable, secure, and high-performing solutions on the Service Now platform.

#DHL #DHLITServices #Great Place

Grow together

Timely delivery of DHL packages around the globe in a way that ensures customer data are secure is in the core of what we do. You will provide second/third level day-to-day operation support, and help investigate and resolve incidents, which were not resolved in lower support levels. Sometimes, issues might get tricky and this is where cooperation on troubleshooting with other IT support teams and specialists will come into play. When it comes to firmware bugs, vulnerabilities and other issues related to our technologies, communicating with our vendors is key.

For any issues related to telecommunication/security systems within the DHL Group environment, you are our superhero. The same applies when it comes to managing, proposing and implementing all necessary changes to production security devices in all IT Services Data Centers and premises, providing global availability to key DHL Group services.

Last but not least, security technologies associated with Firewalls, Load Balancers, VPNs, Proxies, Azure and Google Cloud are all in your support league.

Key Responsibilities

• Establish, define, and enforce platform governance policies, architectural standards, design guidelines, and best practices for the Service Now platform.
• Lead the technical design of the Service Now platform including solution blueprints, reference architectures, integration frameworks, and architectural roadmaps.
• Provide hands-on guidance, prototyping, technical validation, and expert support to delivery teams throughout the project lifecycle.
• Define and communicate a unified long-term vision for the Service Now platform that aligns with enterprise strategy and business priorities.
• Participate in and approve architectural design decisions, ensuring all major changes meet established standards before development or implementation.
• Develop technical acceptance criteria, oversee TAT, and formally sign-off on completed work to ensure solutions meet all technical requirements before production deployment.
• Provide input into platform budgeting, resource planning, cost modeling, and trade-offs for build vs. buy decisions to optimize platform delivery and operational costs.
• Own responsibility for the Service Now database footprint including data modelling, storage optimization, housekeeping strategies, and oversight of data usage across modules.
• Define and enforce strategies for maintainability and upgradability, ensuring customizations and configurations remain compatible with future releases and upgrades.
• Partner with support and operations teams to ensure the ongoing health of the platform including patching, monitoring, issue resolution, and performance management.
• Oversee performance requirements, set performance standards, and drive continuous monitoring, tuning, and capacity planning to maintain optimal platform responsiveness.
• Liaise with business leaders, enterprise architects, product owners, developers, and external partners to ensure alignment of Service Now architecture with business needs.
• Act as an internal subject matter expert, mentor technical teams, contribute to architectural communities of practice, and promote reusable architectural assets and patterns.

Ready to embark on the journey? Here’s what we are looking for:Required Qualifications

• Bachelor’s or Master’s degree in Computer Science, Software Engineering, Information Systems, or related field (or equivalent experience).
• 15+ years of experience with enterprise IT architecture, including service platform leadership roles.
• 10+ years of hands-on experience with the Service Now platform at scale.
• Proven experience with governance frameworks, architecture design, and technical leadership.
• Strong analytical, communication, and stakeholder engagement skills.
• Experience working with cross-functional teams to deliver complex technical solutions.

Certifications

• Service Now Certified System Administrator (CSA)
• Service Now Certified Application Developer (CAD)
• Service Now Certified Technical Architect (CTA)
• Service Now Certified Master Architect (CMA)
• Service Now Certified Implementation Specialist (CIS) in key domains (e.g., ITSM, HRSD, ITOM, CSM)
• Enterprise architecture certifications (Highly Desired)

Skills & Competencies

• Strategic thinker with a business-driven technical mindset.
• Leadership presence with the ability to influence across teams and stakeholders.
• Ability to balance long-term architectural needs with delivery commitments.
• Strong problem-solving skills and a passion for continuous improvement.

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Outpatient (unlimited) and inpatient medical coverage for employees.
• Personalized flexi benefit plan for you and your family.
• Choose any day off from earned public holidays, including Saturdays and ad-hoc holidays to spend with your loved ones.
• Modern offices with free parking space.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other protected characteristic.

Start your IT career with us!

Principal Architect (Service Now)

• With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global Responsibilities
• Establish and enforce platform governance policies and architectural standards for the Service Now platform.
• Lead the technical design of the Service Now platform, including solution blueprints and integration frameworks.
• Provide hands-on guidance and expert support to delivery teams throughout the project lifecycle.
• Define a unified long-term vision for the Service Now platform that aligns with enterprise strategy.
• Participate in and approve architectural design decisions, ensuring compliance with established standards.
• Develop technical acceptance criteria and oversee the deployment of solutions to ensure they meet requirements.
• Manage the Service Now database footprint, including data modeling and storage optimization.
• Partner with support teams to ensure ongoing health and performance of the platform.
• Liaise with business leaders and external partners to align Service Now architecture with business needs.
• Act as a subject matter expert and mentor technical teams. Skills
• Strong proficiency in Service Now and IT architecture is essential for this role. Education
• A Bachelor’s or Master’s degree in Computer Science, Software Engineering, Information Systems, or a related field is required.