Sr. Manager, Platform Architecture

The Sr. Manager of Platform Architecture leads a team of Platform Architects to deliver strategic customer outcomes through architectural excellence and industry alignment. This role ensures alignment with major industry priorities, drives adoption of Service Now solutions, and fosters continuous learning in areas like AI and platform innovation. The manager builds and maintains executive-level relationships, while guiding teams to translate business objectives into prescriptive roadmaps while guiding solution design, governance, and modernization efforts. Additionally, the role provides architectural oversight across engagements, supports pre-sales motions, and champions a customer-first culture that reflects Service Now’s core values.

What You Get to Do in This Role:

Maintain Industry Alignment:

Maintain connection and alignment to drive success within the Major Industry teams by:

• Ensuring alignment of architectural initiatives with Major Areas priorities
• Align with CEG Segment Leads and Accounts Teams to provide effective staffing across Impact engagements
• Identify and address skillset gaps where needed to support customers within industry
• Identify industry trends and enable and coach platform architects in applying Service Now solutions to industry challenges

Lead & Develop a High-Performing Team:

• Manage a team of Platform Architects with responsibility for coaching, performance assessment and feedback, creation of development plans, and quality oversight.
• Ensure team delivery excellence, achievement of KPIs, and consistent customer experience across all engagements.
• Ensure proper staffing for all engagements by matching skills, experience, and certifications to project needs, optimizing team performance and customer outcomes
• Attract, recruit, and hire top talent for Platform Architect and Sr. Manager roles, leveraging industry networks
• Embed a customer-first mindset and foster continuous learning, especially in AI and platform innovation.
• Foster welcoming culture that embraces and models Service Now’s core values.

Drive Strategic Customer Outcomes:

Drive strategic customer outcomes through the coaching and enablement of Platform Architects to:

• Develop and own strategic relationships with Enterprise Architects, CIO/CTO, C-suite executives, and business leaders across 1–4 accounts.
• Partner with customer enterprise architects to position Service Now as the digital operating platform for transformation.
• Translate customer business objectives into a prescriptive, value-focused roadmap jointly developed with Customer Success Executives.
• Identify opportunities to apply Service Now’s AI, automation, and data capabilities to improve business outcomes, workflows, and productivity.
• Execute and deliver Impact Accelerators and Initiatives that are aligned for PA delivery.
• Provide customers guidance on solution design, governance, technical decision points, and modernization of legacy architectures.
• Collaborate with Expert Services and/or Partner implementation resource by providing architectural oversight and best practice guidance.

Engage in Pre-Sales Support:

• Collaborate with CEG GTM to assist with Impact pre-sales motions.
• Advocate Service Now best practices, AI-powered capabilities, emerging industry use cases, and industry-aligned accelerators.

Support pre-sales motions with guidance on customer product adoption readiness

• 3–5+ years exhibiting consulting leadership skillset
• Experience advising F50–500 accounts on digital transformation
• Strong executive presence and ability to influence CIO/CFO/CHRO/CRO stakeholders
• Deep functional understanding of middle/back-office transformation
• Experience delivering to customer alongside expert services and/or partner implementers.
• Understanding of AI/automation trends and ability to link AI to business outcomes
• Proven ability to lead and develop high-performing architecture teams
• Knowledge of Service Now (multiple product suites preferred)
• Canadian Citizenship or Permanent Residency status required 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.