Director, Platform Architects EMEA Central

Reports to: Major Area Lead Customer Excellence Group (CEG)
Organization: Customer Excellence Group Customer Success
Location: EMEA Central (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 outcomesshaping 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 youll do

• Define and execute the Platform Architecture strategy for the Major Areaportfolio 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 inregion: governance patterns platform architecture instance strategy roadmap development integration strategy data/CMDB management & governance Capability Adoption and AI (Now Assist) Adoption & consumption.
• Institutionalize platformhealth 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 staffweekly 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 codrive strategic initiatives.
• Build a community of practice and reusable accelerators (governance platform health data/CMDB capability Adoption AI consumption) that raise renewal rate timetovalue 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 timetopromote 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 AIs 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 practicehiring enablement utilization and margin stewardshiptied to measurable customer outcomes.
• Depth in largescale platform transformations: instance strategy governance data management & governance platform health and roadmap orchestration.
• Executive presence with the ability to engage Csuite 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.
• Outcomeobsessed 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 pointintime expert guidance.
• Technical governance over isolated recommendations.
• Identifying adoption use cases over lowlevel design debates.
• Design on the ServiceNow platform over liftandshift 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 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 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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Remote Work :

No

Employment Type :

Full-time