Senior Director, Platform Architecture - Strat Tech/TMT/GSI

ServiceNow • Santa Clara, CA

13d

About The Position

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 ServiceNow'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 ServiceNow'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.

Requirements

• 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

Nice To Haves

• Expertise in ServiceNow platform and multiple product suites preferred

Responsibilities

• 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 ServiceNow'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 ServiceNow 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees