Senior Manager, Expert Services (Architecture)

Summary

Join ServiceNow as an Architect Team Lead in APAC, reporting to the Director of Customer Excellence Group Expert Services. Lead and develop a team of Architects supporting ServiceNow's largest customers in business transformation through impact and professional services engagements. Champion customer transformation by ensuring platform alignment with best practices and solutions aligned with business goals. Provide strategic and technical leadership to customers, partners, and internal teams. Contribute to billable work (20% utilization target) through hands-on engagement in complex projects. Drive collaboration, knowledge sharing, and continuous learning within the team, supporting business development and go-to-market efforts.

Requirements

• Proven leadership experience in a professional services environment
• Ability to inspire, mentor, and develop diverse teams in technical and business domains
• Experience managing teams or leading large-scale customer engagements
• Strong relationship-building skills with internal teams, partners, and customers
• Commitment to fostering an inclusive and equitable workplace, valuing diverse perspectives
• 10+ years in a consulting or professional services role with a focus on enterprise-wide business transformation solutions
• Strong problem-solving mindset, focused on transformation and measurable business value
• Experience with Now Create, Agile frameworks, or similar methodologies
• Comfort engaging with executive and senior stakeholders, including Enterprise Architects and C-level executives
• 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
• Experience in SaaS platforms, enterprise architecture, or digital transformation
• Experience in SaaS platforms, enterprise architecture, or digital transformation
• Ability to design scalable, high-impact solutions across Technology, CRM, Industry, Core Business, or AI & Data domains
• Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem and experience across Industry verticals

Responsibilities

• Develop and lead a team of Architects, fostering growth, enablement, and professional development
• Champion customer transformation, ensuring the management of their platform aligns with leading practices and solutions align with business goals and drive measurable outcomes
• Provide strategic and technical leadership to customers, partners, and internal teams
• Contribute to billable work (20% utilisation target), ensuring hands-on engagement in complex projects
• Drive a culture of collaboration, knowledge sharing, and continuous learning within the team
• Support business development and go-to-market efforts, including pre-sales, scoping, and proposal development
• Partner with internal teams—Product, Sales, Enablement—to align architecture strategy with broader ServiceNow objectives
• Develop and refine service offerings, best practices, and thought leadership
• Contribution to CEG business outcomes (revenue, etc.)
• Team productivity and billable utilisation
• Customer satisfaction scores and project business impact
• Product consumption and/or adoption
• Talent development and team growth
• Readiness and capability building within the team
• Driving innovation and adoption in ServiceNow deployments

Preferred Qualifications

• A transformation mindset, focused on delivering long-term business impact
• Strong communication skills, with the ability to simplify complex concepts
• Passion for driving innovation and continuous improvement
• Ability to foster collaboration within a diverse team
• Familiarity with ServiceNow or similar enterprise platforms is beneficial but not mandatory

Benefits

• Health and wellness programs
• Remote work flexibility
• Employee resource groups
• Professional development
• Mentorship
• Career growth opportunities