Reports to: Major Area Lead, Customer Excellence Group (CEG)
Organization: Customer Excellence Group – Customer Success
Location: EMEA Central (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.