Principal AI Architect

• Region: EMEA - Europe, Middle East and Africa
• Work Persona:
  Flexible or Remote

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 part of the newly established EMEA AI Consulting Practice within Expert Services, the AI Architect will serve as a strategic and technical lead in designing, advising, and delivering AI-enabled transformation engagements for enterprise customers. This role bridges technical implementation and C-suite advisory, working across customer workflows, business architecture, and organizational change to maximize value realization, adoption, and long‑term growth.

The AI Architect will operate at the intersection of technology, business consulting, and customer success — supporting the full lifecycle from use‑case definition and value modeling through implementation, governance, adoption, and ongoing optimization.

What you will get in this role

• Provide technical and strategic advisory to customers on how to best leverage Service Now AI capabilities to meet business objectives.
• Lead the scoping and design of AI use cases — including business value assessment, ROI modeling, and prioritization based on impact and feasibility.
• Define and drive AI operating models, governance frameworks, data stewardship, and responsible AI practices tailored to enterprise context (including compliance, security, and ethical considerations).
• Collaborate cross‑functionally with Sales, Customer Success, Solution Architecture, Platform, Product, and Renewal teams to embed AI advisory into the customer lifecycle and ensure alignment across stakeholders.
• Support and lead adoption and change‑management strategies for AI rollouts, including readiness assessments, stakeholder engagement, AI‑literacy programs, and user enablement.
• Participate in hands‑on delivery for complex or high‑value AI engagements when required, especially in early phases or pilot projects, to ensure architecture integrity and best practices.
• Build and maintain industry‑specific AI advisory playbooks and frameworks (verticalized use‑case catalogs, value models, governance templates, deployment patterns) to support repeatable, scalable engagement delivery across EMEA.
• Act as a thought‑leader internally and externally: contribute to white papers, points‑of‑view, reference architectures, best‑practice guides, and represent the company in external AI forums or customer briefings.
• Monitor adoption, usage, and value realization metrics post‑deployment; provide consultative recommendations for continuous optimization, expansion, and risk mitigation.

• 8+ years of experiencemanagement consulting or leadership role at a top‑tier consulting firm, solution consulting, or similar positions focused on technology advisory or architecture role, with significant exposure to Artificial Intelligence, Machine Learning, or Data & Analytics. (Strong track record in enterprise‑scale AI, automation, or digital transformation engagements.)
• Service Now domain knowledge, such as: AI – NLU, NLQ, Now Assist Skillsand Skill Kit, Now Assist for Virtual Agent, Agentic workflows, RAG, Knowledge graph, A2A, MCP.
• Demonstrated ability to design and manage complex, multi‑stakeholder AI or digital‑transformation engagements — including use‑case definition, business case development, integration, data strategy, governance, and operational adoption.
• Strong understanding of enterprise data architecture, data quality, knowledge management, integrations, and compliance/regulatory frameworks (especially relevant in EMEA context).
• Excellent communication and interpersonal skills — ability to articulate…