Principal Platform 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.

You will be part of the Customer Success team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

The Principal Platform Architect is a senior, outcome‑driven technical advisor who partners with enterprise customers to establish Service Now as a core platform for digital transformation
. Operating at IC5 level, this role leads complex, multi‑workstream engagements, shapes architectural strategy at scale, and influences executive stakeholders across customers, partners, and internal teams.

The Principal Platform Architect sets the architectural bar for delivery excellence, platform governance, and long‑term platform health, while mentoring other architects and influencing broader regional best practice

Key Responsibilities

Enterprise‑Scale Platform Leadership

• Act as the senior platform authority across multiple, complex enterprise engagements.
• Own end‑to‑end platform architecture strategy
  , including instance strategy, governance models, integration patterns, and platform health at scale.
• Translate business strategy into multi‑year architectural roadmaps aligned to enterprise transformation outcomes.

Executive Advisory & Influence

• Engage confidently with C‑level and senior leadership
  , elevating discussions from implementation detail to strategic platform value and outcomes
  .
• Influence customer decision‑making on platform standardisation, adoption strategy, and operating models.
• Represent Service Now as a trusted architectural partner
  , not just a delivery resource.

Delivery Governance & Quality

• Define and enforce architectural standards that reduce technical debt and enable sustainable growth.
• Provide design authority, high‑level reviews, and escalation support for complex delivery scenarios.
• Partner closely with Engagement Managers, Sales, and Customer Success to ensure architectural integrity through sell, structure, and deliver phases.

Practice & Capability Leadership

• Mentor and coach Platform Architects and senior consultants, raising architectural maturity across the region.
• Contribute to leading practices, methodologies, and IP
  , shaping how Platform Architecture is delivered at scale in EMEA.
• Support sales scoping, estimation, and deal qualification for high‑complexity engagements.

To be successful in this role you have:

• 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.

Platform & Technical Depth

• Strong background in SaaS / PaaS environments
  , ideally within a software vendor or large enterprise platform context.
• Broad domain exposure (e.g. ITSM, CRM, HR, Sec Ops, GRC, Low Code, Industry Workflows).

Capability Indicators

Executive presence and credibility at board and C‑suite level. Ability to influence without authority across customers, partners, and internal teams. Demonstrated leadership through technical authority, mentorship, and impact
, rather than people management.

Professional Services & Transformation

Proven experience leading enterprise‑scale digital transformation programmes
.…