Reports to: Major Area Lead, Customer Excellence Group (CEG)

Organization: Customer Excellence Group – Customer Success

Location: EMEA UK/Ire (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 leade...