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ServiceNow's AI & Platform Product Excellence team is seeking a Principal Product Success Architect to drive enterprise AI adoption at scale. Based in EMEA, you will lead customer outcomes, roadmap decisions, and value realization for ServiceNow's AI Control Tower solution—a platform enabling responsible AI adoption through inventory management, risk assessment, regulatory compliance (EU AI Act, NIST AI RMF, ISO 42001), and AI governance operational excellence.
You will own adoption strategy and enterprise architecture decisions for AI Control Tower implementations, balancing advisory guidance with hands-on technical support. Key responsibilities include:
• Guide customers through AI Control Tower adoption across five pillars: Discover, Secure, Govern, Observe, and Value, serving as the primary subject matter expert
• Support customer engagements on EU AI Act compliance, responsible AI practices, and enterprise AI governance frameworks
• Participate in technical implementation of AI Control Tower capabilities, including configuration, customization, and solution builds
• Partner on enterprise architecture decisions, ensuring alignment with customer platform strategy and existing investments
• Manage technical stakeholder relationships across platform owners, ServiceNow administrators, GRC/compliance leads, and Chief Security/Data Officers
• Collaborate with AI Strategists and colleagues to deliver integrated technical and business advisory offerings across the broader AI portfolio
• Support new product introduction launches, driving EMEA customer readiness and coordinating early adopter programs
• Develop enablement content, adoption playbooks, configuration guides, and best practice documentation
• Act as the voice of EMEA customers, synthesizing AI governance needs and product feedback for the product organization
• Contribute to thought leadership, knowledge base articles, and documentation to increase accessibility of AICT capabilities
Travel up to 30% annually across the EMEA region is required.
REQUIREMENTS:
Required (all candidates):
• 5+ years of technology implementation or solution delivery experience, ideally in GRC, risk, or AI governance domains
• Customer-facing advisory or consulting experience with proven ability to translate technical capabilities into business outcomes
• Strong understanding of AI governance concepts, responsible AI frameworks, or regulatory compliance; EU AI Act, NIST AI RMF, or ISO 42001 experience highly desirable
• Excellent communication and interpersonal skills, with ability to explain technical concepts to non-technical audiences
• Strong analytical and problem-solving skills; ability to work independently or as part of a team
• Strong propensity for use and innovation across various AI tools
Additionally, one of the following:
• Deep ServiceNow platform expertise (5+ years) with hands-on implementation across multiple product suites; CSA certification required, CIS or CAD expected within first year; OR
• Extensive GRC, risk management, or AI/ML governance background (5+ years) with demonstrated solution implementation experience; candidates will be supported in obtaining ServiceNow platform certifications (e.g., CSA, CAD) within first year
Preferred:
• Hands-on experience implementing ServiceNow AI Control Tower, GRC, or related governance and risk applications
• Familiarity with enterprise AI/ML platforms (Azure AI, AWS, Google Cloud) and how organizations deploy AI at scale
• Experience supporting new product launches or early adopter programs for enterprise software
• Familiarity with Agile methodologies and experience in Agile environments
• Strong industry connections within the EMEA AI governance and compliance community
Other:
• Customer-focused mindset and commitment to delivering high-quality results
• Ability to work effectively across diverse EMEA markets and regulatory environments in a fast-paced, dynamic setting
