Available for consulting engagements

Filip Vacula

ServiceNow Solution Architect

Eleven years implementing ServiceNow. Seven years leading cross-functional teams. Tens of happy customers. I architect the platform, and I speak the language that gets it approved and adopted.

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Story

The trajectory.

Most portfolios list what you are today. I'd rather show you how I got here, because the path is the proof.

012014 - 2015

QA Tester

Bohemia Interactive Studios

The job was simple: break games before the players did.

I tested video games for a living. ArmA, among others. It paid modestly, but it taught me how much the details you never consciously notice shape an experience.

▸ First professional IT role.

022015 – 2021

Junior → Senior ServiceNow Consultant

GuideVision (an Infosys company)

I was handed a platform I'd never seen — on instances that wiped themselves every night.

I started from zero every morning. Instances wiped nightly and no code survived, so I learned to understand the system deeply (and to back up my work). My goal was, and still is, to get better every day than the previous one. This mindset is what got me promoted to Senior Consultant within four years from starting.

▸ Youngest senior consultant in company history.

032019 – 2026

Team Leader & Product Owner

GuideVision (an Infosys company)

I built a product from nothing, and learned to inspire people's career growth.

I reframed a client integration as ParcelGO and drove it to a Store-listed product, handling pricing, positioning, launch webinar and pre-sales meetings. Leading an organisational team of roughly five people taught me the ways of coaching and inspiring career growth in others. I kept with my team for the rest of my GuideVision career.

▸ ParcelGO became a certified ServiceNow Store product.

042021 – 2026

Principal ServiceNow Consultant & Service Line Manager

GuideVision (an Infosys company)

I started thinking at the scale of enterprises.

The only feedback I got when I applied for Principal was that I looked too young for it. So I grew a beard. I then acted as solution architect for brand-new implementations and as managing consultant for a five-project portfolio, responsible for roughly forty people. The problems shifted from code to timing, risk, and knowing which battles were worth fighting. As Service Line Manager I ran P&L across the AI, CSM, GRC and HRSD service lines, accountable for strategy, pre-sales, and delivery.

▸ From enterprise architect to P&L owner: a ~40-person portfolio and four service lines.

052026 – present

Independent ServiceNow Solution Architect

Self-employed

I stopped delivering projects and started choosing the work myself.

Now I architect the ServiceNow foundation data of an enterprise — designing data governance for DORA compliance. At the same time I serve as Technical Manager on an energy-sector greenfield program of 276 people — planning the synchronised cutover of seven ServiceNow Products from a legacy instance in meticulous detail.

▸ Independent ServiceNow Solution Architect: professional services and energy.

What this means for you

Why the path matters more than the résumé.

What you get is someone who speaks the language of your boardroom as fluently as your backlog. I've sat on both sides of the table — reporting to non-technical founders, aligning sales, product and engineering, and translating a vague ambition into a roadmap a budget holder will sign off on. That matters because the hardest part of a ServiceNow program is rarely the technology. It's misaligned expectations, a stakeholder who wasn't consulted, and scope that grew quietly over time. My job starts before the architecture: making sure the business knows what it actually wants, and that everyone who has to bet on it believes in it. The platform work is where I earn my keep, but the design that wins is usually the one everyone quietly agreed was theirs.

By the numbers

8industries

Understanding how your business works.

14customers

Long-term partnerships built on trust.

31projects

From concept to production.

41proposals

From ideas to actionable business cases.

Not sure where to start?

Start with a short-term review →
Expertise

Specializations I earned.

Eleven years of hands-on work, from the Eureka release to the AI era. This is what we can implement together.

Platform & product

Agentic AI & Now Assist

From pre-sales strategy to live delivery, including GRC Agentic AI work I've actually shipped. I don't chase every AI trend. I bring the ones that move your situation forward, grounded in the ServiceNow platform you already run. The real risk is adopting AI too quietly. Shadow AI is the same old shadow IT problem we spent years fighting, and I help teams put a control center around it before it gets out of hand.

Platform & Custom Development

I know the platform inside-out, including the most obscure places and behaviours. As a developer, I was building custom applications and integrating Lotus Notes, Azure AD, Okta, and countless home-grown systems. I know what's easy to configure and what's worth building, and that distinction is what saves you money.

Customer Service Management (CSM)

A defining project in my portfolio: a full greenfield ServiceNow CSM implementation for a mature professional-services client in 2025. I led the engagement and designed the whole platform's architecture from the ground up.

IT Service Management (ITSM)

The foundation. CIS-ITSM Professional Plus certified, including Generative AI. This is where I learned to make complex enterprise workflows disappear for the people relying on them.

Governance, Risk & Compliance (GRC)

I defined the packaged service offerings for the GRC product covering the full journey — building the business case, mapping the processes and scoping, implementing and deploying, including OCM. The Recommended Implementation Sequence is my bible.

Software Asset Management (SAM)

I built a SAM process at a top management consulting firm — license reconciliation and procurement was just the base. The apps installed on the machine with a single click directly from the Service Portal. In 2016, just as it came out. Users can even watch the progress bar as it installs.

HR Service Delivery (HRSD)

I have built standardized HRSD implementation service offerings. ServiceNow shines in connecting the core HR systems with the rest of the enterprise. The silos disappear and work flows like magic.

Industries
Case studies

Proof, not promises.

From IT outsourcing to greenfield CSM, every engagement below turned into a number I can stand behind.

Managed IT Services

Solution Architect

The problem: A large-scale IT outsourcing deal for a German automotive company was running billing from spreadsheets.

What I did: Analysed, designed and built a Purchase-to-Pay solution in ServiceNow, moving usage tracking and automated billing off spreadsheets and into the platform.

43%

shorter invoice lead time on €300M annually

Professional Services

Workstream Leader

The problem: A top-tier management consulting firm needed self-service to absorb growing demand without a matching rise in helpdesk headcount.

What I did: Redesigned the self-service experience around the channels the callers prefer, launched a brand-new chatbot, and drove adoption with the teams who'd have to live with it.

31%

rise in self-service adoption, deflecting 2k cases per quarter

Automated Code Review

Author & Owner

The problem: GuideVision guarded its 120 coding rules by manual review and senior memory. I built GuideValidator to enforce them automatically, and ran it as the subject of my master's thesis.

What I did: Designed and built GuideValidator, an on-demand code-review engine inside ServiceNow, and studied its impact across more than two years of active use. A survey of 20 reviewers found that manual code review was being skipped for 13 of them. GuideValidator caught what was no longer being checked.

65 hours

saved per reviewer each year on code review

See the thesis
Academic foundations

I don't just architect the platform. I wrote theses on it.

The Information Systems and Technology programme at Prague University of Economics and Business is the foundation I built my career on — leading ServiceNow teams and driving organisational change is precisely what I trained for. Both my bachelor's and master's work was on ServiceNow itself, the latter a deep-dive case study inside GuideVision. This academic rigour is what lets me back a decision with evidence.

2021 · Master's thesis

Prague University of Economics and Business (VSE)

Developing a tool for automated code review in ServiceNow

Inspired Instance Scan by implementing it back in 2019.

Read the thesis

2016 · Bachelor's thesis

Prague University of Economics and Business (VSE)

Analysis of the implementation of chosen ServiceNow modules, compared to their ITIL model

Back when ServiceNow was an ITSM system.

Read the thesis
Services

How we work together.

Every service below is something I've successfully delivered more than once. They are proven in the field.

Architectural Review & Guidance

Most ServiceNow issues stem from decisions made years ago. I inform these decisions to ensure smooth sailing going forward. To address the existing architectural debt, I audit the instance to highlight the risks worth addressing.

Discuss

Business Process Transformation

Before I touch ServiceNow, I map how the work gets done. Then I reengineer the process, cutting the steps nobody needs and aligning the teams, so the platform carries a process that already works. Skip this and we are automating a mess.

Discuss

Designing Greenfield (re-)implementations

Building a ServiceNow estate from the ground up — or rebuilding one that's outgrowing itself. I design it like it's my own product, because I know the cost of getting it wrong.

Discuss

Delivery Leadership

Owning delivery end-to-end. Planning, risk, and aligning the vendors and stakeholders. It's a people problem first, and I've held P&L and led teams to prove it.

Discuss

Platform Roadmap & Strategy

The three-to-five-year path for your instance: license optimization, capability mapping, federation. I help you make the decisions once and get them right.

Discuss

Service Discovery & Design

Every ServiceNow service starts with discovery. I sit with the people who'll actually use it, then design the service around the work they actually do. That's where the expensive mistakes land before they're built.

Discuss
Engagement models

Pick the shape that fits the problem.

Every engagement starts with a conversation on what we're trying to achieve. We then align on the model that fits best.

Focused Engagement

Short, targeted work with a clear deliverable. An architectural review, a business case, an RFP you define and score before you go to market, a sanity check on someone else's plan. You get the answer you paid for in a few weeks.

You need a sharp, independent view on a specific decision, delivered in a few weeks.

  • Architectural review
  • Business case and ROI
  • RFP definition and evaluation
Book a scoping call

Implementation Project

End-to-end delivery of a ServiceNow product, from design through go-live. I own the outcome: process and platform design, build delivery, and stakeholder management. You land on a working product.

You know what you want built and want someone who owns the whole delivery.

  • Process and platform design
  • Delivery ownership
  • Stakeholder management
Discuss your project

Ongoing Partnership

A flexible, multi-project engagement for teams that want a senior architect on call as the platform grows. Work comes as a series of connected pieces that build on each other.

You want a long-term partner scaling your platform to match your business growth.

  • Reserved availability
  • Roadmap and governance oversight
  • Priority response on blockers
Talk it through
Get in touch

Let's write the next chapter together.

I'm available for consulting engagements, contract work, and long-term advisory roles. Tell me the problem you're facing, and I'll tell you whether I'm the right partner for it.

I typically respond within 24 hours.