Job Description
Reports to: Major Area Lead, Customer Excellence Group (CEG)
Organization: Customer Excellence Group – Customer Success
Location: EMEA UK/Ire (travel as required)
Why this role
Our customers expect rapid value and durable outcomes from their ServiceNow investments. The Platform Architect discipline is the technical backbone of those outcomes—shaping instance strategy, governance, integrations, data/CMDB, AI readiness and adoption, and overall platform health at scale. As Director you run the PA discipline as a business within the business: you set strategy, grow leaders, assure delivery quality, and interlock with Sales, Success and Product to drive adoption, consumption and renewal across your Major Area.
What you’ll do
* Define and execute the Platform Architecture strategy for the Major Area—portfolio mix (Platform, Data & AI), delivery models (advisory, consultancy), and leadership mechanisms that scale consistently.
* Translate demand and pipeline into capacity, hiring, enablement and succession; keep a healthy bench and senior leadership coverage.
* Own technical quality for Platform Architecture in‑region: governance patterns, platform architecture, instance strategy, roadmap development, integration strategy, data/CMDB management & governance, Capability Adoption, and AI (Now Assist) Adoption & consumption.
* Institutionalize platform‑health practices and value tracking (NPS/CSAT, GRR/renewals, adoption and consumption), making the link from architecture to business outcomes explicit.
* Operate as a key member of the Major Area staff—weekly and quarterly interlocks on plan, pipeline, capacity and risk; support deal strategy, delivery assurance, and executive escalations.
* Partner with Sales, Customer Success, and Product BUs to accelerate value, influence roadmap, and co‑drive strategic initiatives.
* Build a community of practice and reusable accelerators (governance, platform health, data/CMDB, capability Adoption, AI consumption) that raise renewal rate, time‑to‑value, and quality across accounts and reduces D&L.
What success looks like
* Business & Customer: contribution to CEG targets; higher GRR/renewal, improved NPS, reduced undeployed apps, increased license utilization and Now Assist consumption.
* Delivery & Quality: fewer escalations, drive operational excellence in delivery of Platform Architects across the area.
* People & Capability: leadership bench strength, time‑to‑promote for managers/principals, skills growth in Platform, Health, Adoption, AI, advisory and consulting.
* Operational Excellence: accurate forecasting and staffing, adoption of standard delivery models and assets, effective Area cadence with the Major Area Lead.
Qualifications
Who you are
* Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
* Experienced director who has led leaders (senior managers/principals) in consulting or professional services across multiple countries.
* Track record running a regional practice—hiring, enablement, utilization and margin stewardship—tied to measurable customer outcomes.
* Depth in large‑scale platform transformations: instance strategy, governance, data management & governance, platform health and roadmap orchestration.
* Executive presence with the ability to engage C‑suite and partner leadership, shape strategy and resolve complex delivery challenges.
* Fluency in ServiceNow (or comparable platform) across Platform & AI domains; enterprise architecture frameworks (e.g., TOGAF/IT4IT) a plus.
* Outcome‑obsessed, inclusive leader who starts with “yes”, leads like an owner, and uses data to steer decisions.
Focus of the discipline (what PAs elevate)
* Architectural guidelines & governance over point‑in‑time expert guidance.
* Technical governance over isolated recommendations.
* Identifying adoption use cases over low‑level design debates.
* Design on the ServiceNow platform over lift‑and‑shift legacy.
* Platform approach over bespoke complex integrations.
* Driving platform health over chasing incidents and upgrades.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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