Dir, Solution Consulting Architect

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Service Now is seeking a Solution Consulting Director to join our Enterprise Architects organization. The Enterprise Architecture Team is part of our Solution Consulting (presales) organization focused on building credibility and trust with the technical leaders in our largest customers by developing cross‑functional strategies and solutions. This role combines technical leadership with people management responsibility. You will directly manage Technical Architects while also leading the AMS Solution Architect Practice comprised of 50+ dotted line Solution Architects across the organization (US, Canada, and Latin America).

Your primary responsibilities include developing standards, engagement models, enablement plans, and collaboration frameworks that elevate the technical capabilities of the teams while ensuring consistent, high‑quality delivery across strategic accounts. In addition, you will partner with sales leadership and act as the presales leader for achieving quota attainment for the Workflow Data Fabric products, carried by the Solution Architects.

You will act as a technical leader for complex solutions, leveraging best practices and industry standards to architect best‑in‑class outcomes. You will work alongside customers, partners, presales Enterprise Architects, and other account team roles to ensure the technical integrity of proposed Service Now solutions, providing technical guidance and support throughout customer engagements.

People Leadership & Team Development

• Directly manage, mentor, and develop Technical Architects, providing coaching, performance feedback, and career growth opportunities.
• Serve as dotted‑line leader for 50+ Solution Architects, creating alignment, shared standards, and collaboration opportunities across the organization, including quota attainment for Workflow Data Fabric products at the AMS level.
• Define and implement career paths for Technical Architects and Solution Architects, including competency frameworks, leveling criteria, and advancement pathways.
• Design and deliver enablement programs that build platform mastery, architectural expertise, and customer engagement skills across both teams.
• Foster a culture of continuous learning, knowledge sharing, and technical excellence.

Standards & Governance

• Establish and maintain architectural standards, reference architectures, and best practices that ensure consistent, high‑quality delivery across engagements.
• Create reusable assets, solution blueprints, and industry patterns that multiply team productivity and enable scalable impact.
• Define quality standards for proof of concepts, technical validation frameworks, and customer deliverables.

Technical Leadership & Customer Engagement

• Engage and collaborate with customer executives, internal colleagues, and strategic partners to uncover pain points and demonstrate the transformative potential of the Service Now platform.
• Lead technical architecture and design engagements that align Service Now capabilities with strategic customer initiatives such as IT Transformation, Digital Products and Services, and Agentic AI.
• Deliver customer advisory workshops related to CSDM, instance strategy, data integration strategy, security, performance, reference architectures, and technical debt quantification.
• Stay current with Service Now product innovations and releases to provide informed guidance and recommendations.

Cross‑functional Collaboration

• Collaborate internally to ensure customer requirements are seamlessly integrated into sales proposals…