Senior Director, Enterprise, Commercial & Canada Platform Architect Leader

ServiceNow•Santa Clara, CA

20h•$228,900 - $412,000•Remote

About The Position

The AMS Delivery Excellence Group integrates Expert Services professional services teams and Platform Architecture advisory capabilities to deliver unified Impact and Expert Services solutions. This organization is central to ServiceNow’s strategy of accelerating customer time-to-value through technical excellence, AI-powered automation, and seamless delivery experiences. The Enterprise, Commercial & Canada portfolio encompasses some of ServiceNow’s most dynamic and high-growth customer segments — spanning Energy, Transportation & Services (ETS), Manufacturing, Retail, and Hospitality industries within Enterprise; a diverse mid-market and high-velocity Commercial segment; and a strategically important Canadian geography with its own regulatory, linguistic, and market considerations. The Senior Director of Platform Architecture is a strategic executive who defines the vision for platform architecture across these three Major Areas. This role manages multiple Directors and Senior Managers leading 60+ Platform Architects, cultivates C-suite relationships across enterprise and commercial accounts, and drives AI-powered transformation initiatives. This leader ensures alignment with Enterprise, Commercial & Canada business priorities, shapes the future of integrated Impact and Expert Services delivery, and builds high-performing teams with deep industry and technical expertise.

Requirements

10–15+ years in consulting, digital transformation, or enterprise architecture leadership
5+ years managing multi-level teams including Directors and Senior Managers in distributed or geographically dispersed organizations
Proven track record building and scaling technical teams from 30+ to 100+ professionals
Deep expertise in one or more Enterprise vertical industries (Energy, Transportation & Services, Manufacturing, Retail, or Hospitality) and/or experience supporting high-velocity Commercial customer segments
Experience operating in or supporting the Canadian market, including an understanding of bilingual delivery requirements and regional regulatory considerations, is strongly preferred
Demonstrated ability to engage and influence C-suite executives (CIO/CTO/CDO) across Fortune 500 and mid-market enterprises
Deep understanding of AI, automation, data architecture, and emerging technology trends
Experience shaping enterprise operating models, digital transformation programs, and platform strategies
Strong business acumen including P&L management, financial planning, and operational metrics
Expertise in ServiceNow platform and multiple product suites preferred

Responsibilities

Lead Strategic Industry Alignment at Scale
Maintain deep industry expertise through close alignment with Major Area leaders across Enterprise (ETS, Manufacturing, Retail, Hospitality), Commercial, and Canada
Develop and enable high-performing Directors, Senior Managers, and Platform Architects to address complex, industry-specific challenges across diverse customer segments and geographies
Actively engage with Major Area organizations to ensure architectural strategies for resourcing and talent deployment remain aligned with market trends, customer needs, and organizational priorities
Drive thought leadership, reference architectures, and industry playbooks tailored to Enterprise verticals, high-velocity Commercial accounts, and Canada-specific requirements including bilingual delivery and regional compliance considerations
Build and Lead a High-Performing Multi-Level Organization
Manage multiple Directors and Senior Managers with responsibility for coaching, performance assessment, career development, and quality oversight across 60+ Platform Architects
Attract, recruit, and hire top talent for Director, Senior Manager, and Platform Architect roles, leveraging networks across Enterprise verticals, commercial markets, and the Canadian technology ecosystem
Proactively manage pipeline of accounts across all three Major Areas, ensuring visibility into upcoming projects and resource needs to support strategic business growth
Ensure proper staffing for all engagements by matching skills, experience, certifications, and regional knowledge to project needs, optimizing team performance and customer outcomes
Drive AI tooling opportunities to increase job satisfaction, process efficiency, and collaboration between Platform Architecture and Expert Services teams
Monitor and adjust staffing plans and skillsets to maintain alignment with Major Area priorities, industry trends, and Canada-specific delivery needs
Embed customer-first mindset and foster continuous learning, especially in AI, automation, and platform innovation
Build a welcoming culture that embraces and models ServiceNow’s core values across a geographically and industry-diverse organization
Shape Platform Architecture Strategy for Customer Outcomes
Influence Impact product roadmap by identifying and communicating customer insights, emerging architecture patterns, and opportunities for innovation across Enterprise verticals, Commercial segments, and Canada
Serve as executive sponsor for major modernization initiatives, enterprise-scale digital transformations, and industry-specific platform programs within ETS, Manufacturing, Retail, Hospitality, and Commercial accounts
Foster a culture of continuous improvement and technical excellence, empowering teams to experiment, learn, and adopt best practices that advance organizational capabilities
Build strategic partnerships across Customer Outcomes, Sales, Product, and Partner ecosystems to drive adoption, value realization, and enterprise digital transformation at scale
Ensure Platform Architects deliver architectural guidance across the full customer lifecycle: strategic roadmaps, solution design, deployment oversight, optimization initiatives, and ongoing technical governance
Enable Integrated Impact + Expert Services Delivery
Define how Platform Architects provide architectural oversight and guidance for Expert Services-led implementations, ensuring technical excellence and platform best practices through Config Assist and new Impact offerings
Collaborate with Expert Services Workflow leaders to build seamless delivery experiences integrating Impact advisory capabilities with ES professional services execution across all three Major Areas
Drive Platform Architect technical fluency and delivery excellence to guide complex implementations while maintaining clear role differentiation from hands-on implementation work
Drive Pre-Sales Excellence and Strategic Growth
Collaborate with GTM teams to define strategy for leveraging Platform Architecture within pre-sales motions and strategic deal pursuits across Enterprise, Commercial, and Canada
Advocate ServiceNow best practices, AI-powered capabilities, emerging industry use cases, and industry-aligned accelerators relevant to Enterprise verticals and the Commercial market
Support pre-sales motions with guidance on customer technical readiness and solution architecture for complex transformations, including bilingual and Canada-region-specific considerations where applicable
Manage Business Performance
Own key business metrics including customer satisfaction (CSAT), Net Promoter Score (NPS), Gross Revenue Retention (GRR), and Impact bookings contribution across all three Major Areas
Manage revenue targets, team utilization, margin performance, and operational expenses for the Platform Architecture organization
Collaborate with Finance and Operations business partners to forecast capacity, manage headcount plans, and optimize resource deployment across Enterprise, Commercial, and Canada