About the Role

The Manager, Architecture will lead a team of Platform Architects within the APAC region, driving customer transformation through strategic platform guidance, architecture design, and best practices. This role combines leadership, technical expertise, and consulting experience to deliver measurable business outcomes for Service Now’s largest customers, with a strong focus on GRR, NPS, and Adoption.

Key Responsibilities

Team Leadership & Development

• Build and lead a high-performing team of Platform Architects, fostering growth, enablement, and professional development.
• Promote a culture of collaboration, knowledge sharing, and continuous learning.
• Customer Transformation & Delivery
• Champion customer success by aligning platform strategy and governance with business objectives.
• Provide strategic and technical leadership to customers, partners, and internal teams.
• Contribute to customer-facing work (target utilisation: 20%) through direct engagement in complex engagements.

Pre-Sales & Business Development

• Support go-to-market efforts, including pre-sales activities, scoping, and proposal development.
• Partner with Product, Sales, and Enablement teams to align architecture strategy with broader organisational goals.
• Influence adoption and consumption through strategic architecture guidance.
• Thought Leadership & Innovation
• Develop and refine service offerings, best practices, and thought leadership content.
• Drive innovation and adoption in Service Now deployments.

Key Performance Indicators

• Gross Renewal Rate (GRR) – ensuring platform strategy drives retention.
• Net Promoter Score (NPS) – delivering exceptional customer experiences.
• Adoption Metrics – accelerating product consumption and business impact.
• Team productivity and utilisation.
• Talent development and readiness within the team.

Qualifications & Experience

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.

Leadership & People Development

• 3+ years of proven experience managing teams in a professional services environment.
• Ability to inspire, mentor, and develop diverse technical and business talent.
• Strong relationship-building skills with internal teams, partners, and customers.
• Commitment to fostering an inclusive and equitable workplace.

Consulting & Delivery Expertise

• Total 10+ years in professional services/customer excellence group with a focus on enterprise transformation.
• Experience managing large-scale customer engagements and executive-level stakeholders.
• Familiarity with Now Create, Agile frameworks, or similar methodologies.

Technical Expertise

• Strong understanding of SaaS platforms, enterprise architecture, and digital transformation.
• Familiarity with Service Now or similar platforms is advantageous.
• Ability to design scalable, high-impact solutions across Technology, CRM, Industry, or AI & Data domains.
• Exposure to AI integration in workflows and decision-making processes.

Other Qualities for Success

• Transformation mindset focused on long-term business impact.
• Excellent communication skills to simplify complex concepts.
• Passion for innovation and continuous improvement.
• Ability to foster collaboration within a diverse team.

Optional Additions

• Preferred Certifications: Service Now Certified Technical Architect, TOGAF, or similar.
• Travel Requirements: Up to 25% across APAC.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.