Senior Director, Enterprise, Commercial & Canada Platform Architect Leader

About the Organization 

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. 

What You Get to Do in This Role 

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