Sr. Dir., Architecture and Technology at ServiceNow — NeverHard

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. As the Sr. Director, Solutions Architecture, you will lead a global team of Solutions Architects, work closely with product managers, engineers, and business leaders to define the architecture, technology stack, and integration points for enterprise systems, applications, and platforms. You will work across the Connected Customer Experience (CCX) organization and Enterprise Architecture teams to design the overall solution and technical architecture for SNU, Developer ecosystem, Support and Success organizations to enable the best-connected experience for our customers. 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 engineering, product, and business leadership. You regularly influence without authority — and your credibility depends on the quality of your team's outputs: Drive alignment between solution design and business requirements across product managers, engineers, and business leaders. Translate complex technical decisions into business-framed options for senior stakeholders — not technology summaries, but choice architectures with tradeoffs. Evaluate and recommend technology stacks, vendor solutions, and integration strategies with quantified risk and cost assessments. Maintain a working partnership with Enterprise Strategy — surfacing implementation constraints early enough to shape their planning, not after commitments are made.