Sr. Manager, Platform Architecture

Overview

Sr. Manager, Platform Architecture

The Sr. Manager of Platform Architecture leads a team of Platform Architects to deliver strategic customer outcomes through architectural excellence and industry alignment. This role ensures alignment with major industry priorities, drives adoption of Service Now solutions, and fosters continuous learning in areas like AI and platform innovation. The manager builds and maintains executive-level relationships, while guiding teams to translate business objectives into prescriptive roadmaps while guiding solution design, governance, and modernization efforts.

Additionally, the role provides architectural oversight across engagements, supports pre-sales motions, and champions a customer-first culture that reflects Service Now’s core values.

Maintain Industry Alignment

• Ensuring alignment of architectural initiatives with Major Areas priorities
• Align with CEG Segment Leads and Accounts Teams to provide effective staffing across Impact engagements
• Identify and address skillset gaps where needed to support customers within industry
• Identify industry trends and enable and coach platform architects in applying Service Now solutions to industry challenges

• Manage a team of Platform Architects with responsibility for coaching, performance assessment and feedback, creation of development plans, and quality oversight.
• Ensure team delivery excellence, achievement of KPIs, and consistent customer experience across all engagements.
• Ensure proper staffing for all engagements by matching skills, experience, and certifications to project needs, optimizing team performance and customer outcomes
• Attract, recruit, and hire top talent for Platform Architect and Sr. Manager roles, leveraging industry networks
• Embed a customer-first mindset and foster continuous learning, especially in AI and platform innovation.
• Foster welcoming culture that embraces and models Service Now’s core values.

• Drive strategic customer outcomes through the coaching and enablement of Platform Architects to:
• Develop and own strategic relationships with Enterprise Architects, CIO/CTO, C-suite executives, and business leaders across 1–4 accounts.
• Partner with customer enterprise architects to position Service Now as the digital operating platform for transformation.
• Translate customer business objectives into a prescriptive, value-focused roadmap jointly developed with Customer Success Executives.
• Identify opportunities to apply Service Now’s AI, automation, and data capabilities to improve business outcomes, workflows, and productivity.
• Execute and deliver Impact Accelerators and Initiatives that are aligned for PA delivery.
• Provide customers guidance on solution design, governance, technical decision points, and modernization of legacy architectures.
• Collaborate with Expert Services and/or Partner implementation resource by providing architectural oversight and best practice guidance.

• Collaborate with CEG GTM to assist with Impact pre-sales motions.
• Advocate Service Now best practices, AI-powered capabilities, emerging industry use cases, and industry-aligned accelerators.

Support pre-sales motions with guidance on customer product adoption readiness

• 3–5+ years exhibiting consulting leadership skillset
• Experience advising F50–500 accounts on digital transformation
• Strong executive presence and ability to influence CIO/CFO/CHRO/CRO stakeholders
• Deep functional understanding of middle/back-office transformation
• Experience delivering to customer alongside expert services and/or partner implementers.
• Understanding of AI/automation trends and ability to link AI to business outcomes
• Proven ability to lead and develop high-performing architecture teams
• Knowledge of Service Now (multiple product suites preferred)
• Canadian Citizenship or Permanent Residency status required

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 Service Now employees depending…