Sr. Dir., Architecture and Technology

Servicenow; Santa Clara (CA); On-site; USD 180,000 - 280,000; Full time

Job summary

ServiceNow is seeking a high-energy executive to lead Solutions Architecture & Technology in a fast-paced cross-functional environment. You will own solution design, architectural governance, and end-to-end technology solutions that scale for customers and employees, aligning with executive funding and roadmaps.

You will drive M&A integrations, vendor evaluation and POC leadership, and ensure design reviews, risk management, and traceability of ADRs.

Job description

Sr. Director, Solutions Architecture & Technology

ServiceNow is seeking a high energy, high EQ executive leader who thrives in a highly cross-functional, rapid velocity environment and has a passion for driving scale, transforming culture, and designing end to end technology solutions for customers and employees who are serving our customers. Our value drivers are to:

Wow customers and employees with digital experiences they cannot live without.

Create unified, innovative experiences that empower people to feel effective and valued - by bringing together a connected design, a product mindset, and innovative technology.

Deliver delightful employee experiences powered by Gen AI that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century.

Co-creating, using, and highlighting our own products to do it.

Who We Are

ServiceNow's technology makes the world work for everyone, and our people make it possible. We move fast because the world cannot wait, and we innovate in ways no one else can for our customers and communities.

We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true.

The future is ours, and it starts with you.

The Organization

We are not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on product design, transformation, stellar experiences, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century.

What you Will Own

Solution Design & Architectural Governance

Your team's core output is solution architecture that engineering teams can execute and executives can confidently fund. This requires more than design fluency - it requires defensible decision-making with business consequences attached:

Own solution architecture across the CCX domain - including integration architecture, data flows, platform-native patterns, and microservices design.

Produce architecture decision records (ADRs) that document not just what was decided, but what was rejected and why. Every significant design decision should be traceable.

Lead design reviews and technical assessments with clear criteria - not subjective feedback. Pass/fail should be apparent before the review, not after.

Surface systemic risks before they reach production. Bottlenecks and failure modes belong in your architecture artifacts, not in incident retrospectives.

Partner with Enterprise Strategy to consume roadmap direction and feed back implementation-level constraints that affect strategic planning.

M&A Integration

Understand the footprint of the CCx platform and lead integrations E2E, from evaluation, assessment to production

Vendor Evaluation & POC Leadership

When the business needs to validate a vendor or test a new capability, your team leads the proof of concept - from scoping through recommendation. This is one of the highest-leverage activities this role owns, and it requires rigor that vendor sales cycles are designed to undermine:

Define POC scope documents before any vendor engagement begins. Scope must include: business hypothesis being tested, success criteria with measurable thresholds, constraints (time, cost, integration boundaries), and explicit exclusions.

Design POCs that test the assumption most likely to fail - not the vendor's best-case demo scenario. If a capability cannot be validated under realistic conditions, the POC has not done its job.

Produce vendor evaluation outputs that are decision-ready: structured comparison against criteria, risk assessment per option, and a clear recommendation with rationale. 'It depends' is not an output.

Maintain an evaluation framework your team can reuse - so each successive POC builds institutional knowledge rather than starting from scratch.

Ensure POC documentation is complete enough that a team member who was not involved can understand what was tested, what was found, and what was decided.

Cross-Functional Execution & Stakeholder Influence

Solutions architecture sits at the intersection of e