About the Organization

The AMS Delivery Excellence Group integrates Expert Services professional services teams and Platform Architecture advisory capabilities to deliver unified Impact and Expert Services solutions. This organization is central to Service Now's strategy of accelerating customer time-to-value through technical excellence, AI-powered automation, and seamless delivery experiences. The TMT and SI portfolio represents some of Service Now's most strategic relationships spanning hyperscale technology companies, global telecommunications leaders, and the system integrator partners who extend our delivery capacity worldwide.

The Senior Director of Platform Architecture is a strategic executive who defines the vision for platform architecture across our TMT and SI Major Area. This role manages multiple Directors and Senior Managers leading 60+ Platform Architects, cultivates C-suite relationships across enterprise accounts, and drives AI-powered transformation initiatives. This leader ensures alignment with Major Area business priorities, shapes the future of integrated Impact and Expert Services delivery, and builds high-performing teams with deep industry and technical expertise.

What You Get to Do in This Role

Lead Strategic Industry Alignment at Scale:

• Maintain deep industry expertise through close alignment with Major Area leaders across TMT and SI

• Develop and enable high-performing Directors, Senior Managers, and Platform Architects to address complex, industry-specific challenges in technology partnerships, telecommunications transformation, and SI co-delivery programs

• Actively engage with Major Area organizations to ensure architectural strategies for resourcing and talent deployment remain aligned with market trends, customer needs, and organizational priorities

• Drive thought leadership, reference architectures, and industry playbooks specific to strategic technology accounts, telecommunications infrastructure, and global system integrator partnerships

Build and Lead a High-Performing Multi-Level Organization

• Manage multiple Directors and Senior Managers with responsibility for coaching, performance assessment, career development, and quality oversight across 60+ Platform Architects

• Attract, recruit, and hire top talent for Director, Senior Manager, and Platform Architect roles, leveraging technology industry and telecommunications networks

• Proactively manage pipeline of accounts, ensuring visibility into upcoming projects and resource needs to support strategic business growth across technology and telecom portfolios

• Ensure proper staffing for all engagements by matching skills, experience, and certifications to project needs, optimizing team performance and customer outcomes

• Drive AI tooling opportunities to increase job satisfaction, process efficiency, and collaboration between Platform Architecture and Expert Services teams

• Monitor and adjust staffing plans and skillsets to maintain alignment with Major Area priorities and rapidly evolving technology landscape

• Embed customer-first mindset and foster continuous learning, especially in AI, automation, and platform innovation

• Build welcoming culture that embraces and models Service Now's core values

Shape Platform Architecture Strategy for Customer Outcomes

• Influence Impact product roadmap by identifying and communicating customer insights, emerging architecture patterns, and opportunities for innovation leveraging AI and new technologies

• Serve as executive sponsor for major modernization initiatives, enterprise-scale digital transformations, and complex co-delivery programs with System Integrator partners

• Foster culture of continuous improvement and technical excellence, empowering teams to experiment, learn, and adopt best practices that advance organizational capabilities

• Build strategic partnerships across Customer Outcomes, Sales, Product, and Partner ecosystems to drive adoption, value realization, and enterprise digital transformation at scale

• Ensure Platform Architects deliver architectural guidance across full customer lifecycle: strategic roadmaps, solution design, deployment oversight, optimization initiatives, and ongoing technical governance

Enable Integrated Impact + Expert Services Delivery

• Define how Platform Architects provide architectural oversight and guidance for Expert Services-led implementations, ensuring technical excellence and platform best practices through Config Assist and new Impact offerings

• Collaborate with Expert Services Workflow leaders to build seamless delivery experiences integrating Impact advisory capabilities with ES professional services execution

• Drive Platform Architect technical fluency and delivery excellence to guide complex implementations while maintaining clear role differentiation from hands-on implementation work

Drive Pre-Sales Excellence and Strategic Growth:

• Collaborate with GTM teams to define strategy for leveraging Platform Architecture within pre-sales motions and strategic deal pursuits

• Advocate Service Now best practices, AI-powered capabilities, emerging industry use cases, and industry-aligned accelerators

• Support pre-sales motions with guidance on customer technical readiness and solution architecture for complex transformations

Manage Business Performance:

• Own key business metrics including customer satisfaction (CSAT), Net Promoter Score (NPS), Gross Revenue Retention (GRR), and Impact bookings contribution

• Manage revenue targets, team utilization, margin performance, and operational expenses for Platform Architecture organization

• Collaborate with Finance and Operations business partners to forecast capacity, manage headcount plans, and optimize resource deployment

Qualifications

• 10-15+ years in consulting, digital transformation, or enterprise architecture leadership

• 5+ years managing multi-level teams including Directors and Senior Managers in distributed organizations

• Proven track record building and scaling technical teams from 30+ to 100+ professionals

• Deep expertise in Strategic Technology ecosystems (cloud platforms, enterprise software, hyperscalers) OR Telecommunications/Media/Technology industries (5G, network infrastructure, digital platforms)

• Strong experience managing System Integrator partnerships at scale (Accenture, Deloitte, Big 4, GSIs)

• Demonstrated ability to engage and influence C-suite executives (CIO/CTO/CDO) across Fortune 500 enterprises

• Deep understanding of AI, automation, data architecture, and emerging technology trends

• Experience shaping enterprise operating models, digital transformation programs, and platform strategies

• Strong business acumen including P&L management, financial planning, and operational metrics

• Expertise in Service Now platform and multiple product suites preferred

For positions in this location, we offer a base pay of $206,100 - $371,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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.

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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.