At a Glance
- Tasks: Lead a team of Platform Architects to drive innovative solutions and customer success.
- Company: Join ServiceNow, a global leader in AI-enhanced technology transforming how we work.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Other info: Dynamic and inclusive workplace with a focus on operational excellence.
- Why this job: Shape the future of work with cutting-edge technology and make a real impact.
- Qualifications: Proven leadership experience in consulting and a passion for AI integration.
The predicted salary is between 100000 - 150000 € per year.
Company Description
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 — ServiceNow 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.
Job Description
Reports to: Major Area Lead, Customer Excellence Group (CEG)
Organization: Customer Excellence Group – Customer Success
Location: EMEA UK/Ire (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 outcomes—shaping 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 you’ll do
- Define and execute the Platform Architecture strategy for the Major Area—portfolio 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 in-region: governance patterns, platform architecture, instance strategy, roadmap development, integration strategy, data/CMDB management & governance, Capability Adoption, and AI (Now Assist) Adoption & consumption.
- Institutionalize platform-health 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 staff—weekly 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 co-drive strategic initiatives.
- Build a community of practice and reusable accelerators (governance, platform health, data/CMDB, capability Adoption, AI consumption) that raise renewal rate, time-to-value, 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, time-to-promote 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 AI's 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 practice—hiring, enablement, utilization and margin stewardship—tied to measurable customer outcomes.
Depth in large-scale platform transformations: instance strategy, governance, data management & governance, platform health and roadmap orchestration.
Executive presence with the ability to engage C-suite 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.
Outcome-obsessed, 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 point-in-time expert guidance.
Technical governance over isolated recommendations.
Identifying adoption use cases over low-level design debates.
Design on the ServiceNow platform over lift-and-shift 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.
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 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 [email protected] 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.
Director, Platform Architects - EMEA UK/Ire in Staines employer: ServiceNow
ServiceNow is an exceptional employer that fosters a culture of innovation and collaboration, empowering employees to drive meaningful change in the tech landscape. With a strong focus on professional growth, employees benefit from leadership development opportunities and a supportive environment that values diverse perspectives. Located in the vibrant EMEA UK/Ire region, ServiceNow offers flexible work arrangements and a commitment to inclusivity, making it an ideal place for those seeking a rewarding career in technology.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Platform Architects - EMEA UK/Ire in Staines
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend events, and engage on platforms like LinkedIn. We can’t stress enough how important it is to build relationships that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially how they relate to the role of Director, Platform Architects. We want you to shine and show them you’re the perfect fit!
✨Tip Number 3
Practice your pitch! You need to be able to articulate your experience and how it aligns with the job description. We recommend rehearsing with a friend or in front of a mirror to boost your confidence.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Director, Platform Architects - EMEA UK/Ire in Staines
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Director, Platform Architects role. Highlight your experience with AI integration and platform transformations, as these are key aspects of what we’re looking for.
Showcase Leadership Experience:We want to see your leadership chops! Share examples of how you've led teams or practices in consulting or professional services, especially across multiple countries. This will help us understand your capability to drive outcomes.
Be Outcome-Obsessed:In your application, emphasise your focus on measurable customer outcomes. We love candidates who can demonstrate how their work has directly contributed to business success, so don’t hold back on the details!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at ServiceNow
✨Know Your Platform Inside Out
Before the interview, make sure you have a solid understanding of ServiceNow and its capabilities, especially in AI and platform architecture. Familiarise yourself with recent updates and how they impact customer success. This will help you speak confidently about how you can drive value for customers.
✨Showcase Your Leadership Experience
As a Director, you'll need to demonstrate your ability to lead teams and manage senior managers. Prepare examples from your past where you've successfully built leadership strength and driven measurable outcomes. Highlight your experience in hiring and enabling talent across multiple countries.
✨Connect Architecture to Business Outcomes
Be ready to discuss how your architectural strategies have led to tangible business results. Use specific metrics like GRR/renewal rates or NPS scores to illustrate your impact. This shows that you understand the importance of aligning technical governance with business goals.
✨Engage with Executive Presence
Practice articulating your thoughts clearly and confidently, as you'll be engaging with C-suite executives. Prepare to discuss complex delivery challenges and how you've resolved them in the past. This will demonstrate your strategic thinking and ability to influence at high levels.
