Sr. Dir., Architecture and Technology

ServiceNow•Santa Clara, CA

1d•Hybrid

About The Position

ServiceNow is seeking a high energy, high EQ executive leader who thrives in a highly cross-functional, rapid velocity environment and has a passion for driving scale, transforming culture, and designing end to end technology solutions for customers and employees who are serving our customers. The organization, Digital Technology, is redefining what it means to be IT with a mindset centered on product design, transformation, stellar experiences, AI-driven automation, innovation, and growth. As the Sr. Director, Solutions Architecture, you will lead a global team of Solutions Architects, work closely with product managers, engineers, and business leaders to define the architecture, technology stack, and integration points for enterprise systems, applications, and platforms. You will work across the Connected Customer Experience (CCX) organization and Enterprise Architecture teams to design the overall solution and technical architecture for SNU, Developer ecosystem, Support and Success organizations to enable the best-connected experience for our customers.

Requirements

14+ years in solutions architecture, enterprise architecture, or technical leadership — including hands-on solution design and delivery, not just oversight.
7+ years leading architecture or engineering teams in large-scale, cross-functional environments ($5B+ revenue companies).
Demonstrated experience delivering solution architecture artifacts that directly shaped build/buy/configure decisions or platform investments — with traceable outcomes.
Experience leading structured vendor evaluations and POCs — including writing POC scope documents, defining measurable success criteria, and producing decision-ready recommendations.
Deep fluency in integration architecture patterns, data flow modeling, microservices design, and platform-native solution development.
Familiarity with data governance and privacy requirements (GDPR, CCPA, or equivalent) as architectural constraints — not just compliance considerations.
Experience designing and shipping commercial or enterprise SaaS/PaaS applications — including platform decisions that affected product roadmap.
Demonstrated experience leading AI or Gen AI transformation within a technical practice — not just deploying AI tools, but changing how the team designs and delivers.
Hands-on experience with AI/ML integration in enterprise systems — you have architected systems that use AI, not just described how AI could be used.
Experience with ServiceNow platform architecture and products.
Experience leading architecture in Agile delivery environments — including maintaining architectural integrity under sprint-cycle pressure.
Bachelor's or Master's degree in Information Systems, Computer Science, Engineering, or related field.
Strategic problem framing: You define problems before proposing solutions.
Quantified risk articulation: You express architectural risk in business terms: cost of delay, probability of failure, revenue impact.
Executive communication under pressure: You can defend architectural decisions to skeptical senior executives without becoming defensive or deferential.
AI transformation leadership: You have a theory of change for how AI reshapes solution architecture.

Nice To Haves

High energy, high EQ executive leader who thrives in a highly cross-functional, rapid velocity environment and has a passion for driving scale, transforming culture, and designing end to end technology solutions for customers and employees who are serving our customers.
Create unified, innovative experiences that empower people to feel effective and valued – by bringing together a connected design, a product mindset, and innovative technology.
Deliver delightful employee experiences powered by Gen AI that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century.
Co-creating, using, and highlighting our own products to do it.

Responsibilities

Own solution architecture across the CCX domain — including integration architecture, data flows, platform-native patterns, and microservices design.
Produce architecture decision records (ADRs) that document not just what was decided, but what was rejected and why.
Lead design reviews and technical assessments with clear criteria.
Surface systemic risks before they reach production.
Partner with Enterprise Strategy to consume roadmap direction and feed back implementation-level constraints that affect strategic planning.
Understand the footprint of the CCx platform and lead integrations E2E, from evaluation, assessment to production.
Lead the proof of concept for validating a vendor or testing a new capability, from scoping through recommendation.
Define POC scope documents before any vendor engagement begins.
Design POCs that test the assumption most likely to fail.
Produce vendor evaluation outputs that are decision-ready.
Maintain an evaluation framework your team can reuse.
Drive alignment between solution design and business requirements across product managers, engineers, and business leaders.
Translate complex technical decisions into business-framed options for senior stakeholders.
Evaluate and recommend technology stacks, vendor solutions, and integration strategies with quantified risk and cost assessments.
Maintain a working partnership with Enterprise Strategy — surfacing implementation constraints early enough to shape their planning, not after commitments are made.