Director, Product Innovation Architects - ITOM

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.

As a leading member of our Product Innovation Architects team, you will have a major impact on our future success by supporting

ITOM Solution Sales. You will sell and implement Service Now latest ITOM innovations withthesupportand partnership ofProduct

Management and the executive team. This is a managerial role for a people manager who excels in managing a technical team and delivering results as part of the OKR program.

What you get to do in this role:

The Director of Product Innovation Architects is a leadership role withthe advanced ability todevelop, position andprovideproduct-specificsolutions during sales cycles, while also working with customers on implementing and realizing the value of our latest innovations.

• You will devise prescriptive advice to customers implementing new innovations and measure value from products.

• Have business-outcome ownership

• Lead a team of hands‑on product success architects

• Be the Voice of the customer with data fluency

• Support product sales as a technical and domain expertof a client‑facing sales team

• Lead discovery workshops to determine customers' challenges and give product demonstrations to align our solution with customer needs.

• Answer product feature and technical questions from customers, channel partners and Service Now colleagues

• Provide feedback to product management about product enhancementsthatcanaddress customer needs.

• Shareand learnbest practices and re‑usable assets with other Solution Consultants to enhance the quality and efficiency of the team.

• Stay current on competitive analysis and market differentiation.

• Cross‑Organizational Leadership – Lead large‑scale, cross‑functional programs spanning product, sales, marketing, and customer success teams, managing dependencies and driving alignment across the organization

• 3+ years of experience as a Manager (leading a team of at least 5 members)

• 7+ years of pre‑sales solution consulting, post‑sale or sales engineering experience in SaaS products, preferably Service Now ITOM products

• Proficiency with the Service Now platform or technical expertise with cloud software solutions (AWS or Azure)

• Experience working collaboratively with product management, product marketing, partners,and professional services

• Territory management skills, including pipeline building and working with Sales counterpart to guide execution excellence

• Demonstrated ability to lead complex, cross‑functional projects and collaborate effectively with peers across business units and organizational boundaries.

• Travel,as necessary

• Proficiency in AI tooling and the ability to create AI agents using platforms such as Windsurf/Claude/GPT/Cursor

For positions in this location, we offer a base pay of $221,200 - $387,100, 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.

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…