Senior Director, Enterprise, Commercial & Canada Platform Architect Leader

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 ServiceNows strategy of accelerating customer time-to-value through technical excellence AI-powered automation and seamless delivery experiences. 

The Enterprise Commercial & Canada portfolio encompasses some of ServiceNows most dynamic and high-growth customer segments spanning Energy Transportation & Services (ETS) Manufacturing Retail and Hospitality industries within Enterprise; a diverse mid-market and high-velocity Commercial segment; and a strategically important Canadian geography with its own regulatory linguistic and market considerations. 

The Senior Director of Platform Architecture is a strategic executive who defines the vision for platform architecture across these three Major Areas. This role manages multiple Directors and Senior Managers leading 60 Platform Architects cultivates C-suite relationships across enterprise and commercial accounts and drives AI-powered transformation initiatives. This leader ensures alignment with Enterprise Commercial & Canada 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 Enterprise (ETS Manufacturing Retail Hospitality) Commercial and Canada 

• Develop and enable high-performing Directors Senior Managers and Platform Architects to address complex industry-specific challenges across diverse customer segments and geographies 

• 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 tailored to Enterprise verticals high-velocity Commercial accounts and Canada-specific requirements including bilingual delivery and regional compliance considerations 

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 networks across Enterprise verticals commercial markets and the Canadian technology ecosystem 

• Proactively manage pipeline of accounts across all three Major Areas ensuring visibility into upcoming projects and resource needs to support strategic business growth 

• Ensure proper staffing for all engagements by matching skills experience certifications and regional knowledge 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 industry trends and Canada-specific delivery needs 

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

• Build a welcoming culture that embraces and models ServiceNows core values across a geographically and industry-diverse organization 

Shape Platform Architecture Strategy for Customer Outcomes 

• Influence Impact product roadmap by identifying and communicating customer insights emerging architecture patterns and opportunities for innovation across Enterprise verticals Commercial segments and Canada 

• Serve as executive sponsor for major modernization initiatives enterprise-scale digital transformations and industry-specific platform programs within ETS Manufacturing Retail Hospitality and Commercial accounts 

• Foster a 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 the 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 across all three Major Areas 

• 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 across Enterprise Commercial and Canada 

• Advocate ServiceNow best practices AI-powered capabilities emerging industry use cases and industry-aligned accelerators relevant to Enterprise verticals and the Commercial market 

• Support pre-sales motions with guidance on customer technical readiness and solution architecture for complex transformations including bilingual and Canada-region-specific considerations where applicable 

Manage Business Performance 

• Own key business metrics including customer satisfaction (CSAT) Net Promoter Score (NPS) Gross Revenue Retention (GRR) and Impact bookings contribution across all three Major Areas 

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

• Collaborate with Finance and Operations business partners to forecast capacity manage headcount plans and optimize resource deployment across Enterprise Commercial and Canada 

Qualifications :

Qualifications 

• 1015 years in consulting digital transformation or enterprise architecture leadership 

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

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

• Deep expertise in one or more Enterprise vertical industries (Energy Transportation & Services Manufacturing Retail or Hospitality) and/or experience supporting high-velocity Commercial customer segments 

• Experience operating in or supporting the Canadian market including an understanding of bilingual delivery requirements and regional regulatory considerations is strongly preferred 

• Demonstrated ability to engage and influence C-suite executives (CIO/CTO/CDO) across Fortune 500 and mid-market 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 ServiceNow platform and multiple product suites preferred 

For positions in this location we offer a base pay of $228900 - $412000 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.

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 :

Yes

Employment Type :

Full-time