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ServiceNow seeks a Senior Manager of Platform Architecture to lead a team of Platform Architects in delivering strategic customer outcomes through architectural excellence and industry alignment, with a focus on the public sector.
In this role, you will maintain alignment with major industry priorities and drive adoption of ServiceNow solutions across your assigned accounts. You will build and maintain executive-level relationships with Enterprise Architects, CIOs, CTOs, and C-suite executives, translating their business objectives into prescriptive, value-focused roadmaps. You will guide teams through solution design, governance, technical decision-making, and modernization of legacy architectures, while identifying opportunities to apply ServiceNow's AI, automation, and data capabilities to improve business outcomes.
Key responsibilities include:
**Team Leadership & Development:** Manage a team of Platform Architects with full accountability for coaching, performance assessment, feedback, development planning, and quality oversight. Ensure team delivery excellence, KPI achievement, and consistent customer experience across all engagements. Match skills, experience, and certifications to project needs to optimize team performance. Attract and recruit top talent for Platform Architect and Senior Manager roles. Foster a customer-first mindset and culture of continuous learning, particularly in AI and platform innovation.
**Industry Alignment:** Maintain connection with Major Industry teams to ensure architectural initiatives align with industry priorities. Coordinate with CEG Segment Leads and Account Teams for effective staffing on Impact engagements. Identify and address skillset gaps. Identify industry trends and coach Platform Architects in applying ServiceNow solutions to industry-specific challenges.
**Strategic Customer Outcomes:** Drive strategic outcomes by coaching Platform Architects to develop and own relationships with 1–4 enterprise accounts. Execute and deliver Impact Accelerators aligned for Platform Architecture delivery. Provide architectural oversight across engagements and collaborate with Expert Services and partner implementation resources. Offer guidance on solution design, governance, and modernization.
**Pre-Sales Support:** Collaborate with CEG GTM on Impact pre-sales motions. Advocate ServiceNow best practices, AI-powered capabilities, and industry-aligned accelerators. Support pre-sales with guidance on customer product adoption readiness.
**Requirements:**
- Proven track record leading and developing high-performing architecture teams
- Experience advising Fortune 50–500 companies on digital transformation initiatives
- Demonstrated ability to influence and engage C-Suite stakeholders, ideally in the public sector
- Track record delivering solutions through expert services and/or partner ecosystems
- Deep understanding of middle and back-office transformation
- Knowledge of ServiceNow platform (multi-product suite/SaaS experience preferred)
- Pre- and post-sales experience
- Strong grasp of AI/automation trends with ability to connect AI capabilities to measurable business outcomes
