Senior Manager, Platform Architects - Northern EMEA

What you get to do in this role:
We are all about our customers and we show up with a point of view as we constantly listen to our customers and innovate our products and services. We are focused on flawless executions in advisory, co-delivery and implementations to deliver to our customers faster time to value in realizing the benefits of the ServiceNow suite of products.
The Senior Manager, Platform Architects is focused on all aspects of leading a team of Platform Architects in timely, high quality advisory services for ServiceNow customers.
This role has the responsibility to provide business and technical leadership, and to establish and reinforce the utilization of Best Practices across all the teams. He or she will develop a high performing team of Platform Architects. Customer Outcomes is in transformation. As a result, and most importantly, the Manager for Platform Architects will manage the workforce transformation to ensure that our talent is enabled to meet tomorrow’s business needs.
You and your team will actively work with customers and alongside partners to provide ServiceNow Platform leading practice guidance. To achieve excellent business outcomes underpinned by a technically healthy platform this team must be at the forefront of these leading practices, collaborating across ServiceNow, to both receive the latest standards, but also to feedback and support their continuous improvement.
You will support partnering with ServiceNow account teams and across Customer Outcomes to allocate the right consultant at the right time in the right place. Driving best in class execution, utilization management, measurable KPIs and SLAs determining success, building a world class team that can not only deliver, but in many cases partner with sales teams to help articulate the value proposition of Platform Architecture services.
Additionally, you must have the ability to continuously learn and improve from our customers, your team and from our Product Development and Sales Teams. This feedback loop is critical to constant innovation, improvement and growth of the overall Platform Architecture capability in the GEO, both directly as well as through Customer Outcomes Excellence and Product Development.
Measurements will include but are not limited to:
Delivery success criteria such as time to value, accuracy, health scan and NPS
Talent and roles’ rotation to Customer Outcomes strategy
Productivity / Utilization
Subject Matter Expertise
Technical Consultative Skills
Employee Voice Survey
Training Hours
Talent development and recruitment
To be successful in this role you have:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Strong understanding and experience of the Services Integration (SIs) operating model, having worked with or for large SIs
To demonstrate strong business ownership, embrace accountability and be a hands-on, people-centric leader
To have a growth mindset, and be driven to constantly find and execute learnings to improve the execution and organization for the benefit of our customers and talent
A proven track record in successfully navigating customers through complex situations
To be proactive, critical thinking, problem solving, manage escalation, ensure conflict resolution, a thought leader at executive level
Global thinker/background
Accountable and inclusive Change Agent with confidence and credibility
Familiarity with ServiceNow’s offerings
Excellent communication skills – both verbal and written skill
Customer facing presence with business outcome orientation in Service Delivery
Technical consultative skills
Software implementation and Business Process background
Service Offering Portfolio Creation and Innovation
Best Practice desire and re-invention capability
Enterprise approach with a global reach
Experience managing consultant utilization and Service Demand forecasting (nice to have)
Experience creating and managing metrics and Key Performance Indicators (nice to have)
Experience with personnel management and staff development (nice to have)

Employment type
Full-time

Work arrangement
No