Senior Director, Platform Architecture – Financial Services

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 — ServiceNow 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.

Job Description

About the Organization 

The AMS Delivery Excellence Group integrates Expert Services professional services teams and Platform Architecture advisory capabilities to deliver unified Impact and Expert Services solutions. This organization is central to ServiceNow's strategy of accelerating customer time-to-value through technical excellence, AI-powered automation, and seamless delivery experiences. 

The AMS Financial Services portfolio encompasses some of ServiceNow's most strategically important and highly regulated customer segments — spanning Banking & Capital Markets, Insurance, Wealth & Asset Management, and Fintech. These customers operate in environments defined by regulatory complexity, risk management imperatives, core system modernization, and an accelerating shift toward AI-driven automation. Platform Architecture plays a critical advisory role in helping FSI customers navigate this landscape and realize transformational outcomes on the ServiceNow platform. 

The Senior Director of Platform Architecture – Financial Services is a strategic executive who defines the vision for platform architecture across the FSI vertical. This role manages multiple Directors and Senior Managers leading 60+ Platform Architects, cultivates C-suite relationships across FSI enterprise accounts, and drives AI-powered transformation initiatives. This leader ensures alignment with FSI business priorities, shapes the future of integrated Impact and Expert Services delivery, and builds high-performing teams with deep financial services industry and technical expertise. 

What You Get to Do in This Role 

Lead Strategic FSI Industry Alignment at Scale 

• Maintain deep financial services industry expertise through close alignment with Major Area leaders across Banking & Capital Markets, Insurance, Wealth & Asset Management, and Fintech 
• Develop and enable high-performing Directors, Senior Managers, and Platform Architects to address complex, FSI-specific challenges including regulatory compliance, risk management transformation, core banking modernization, and AI-driven process automation 
• Actively engage with Major Area organizations to ensure architectural strategies for resourcing and talent deployment remain aligned with FSI market trends, regulatory shifts, customer needs, and organizational priorities 
• Drive thought leadership, reference architectures, and FSI-specific playbooks tailored to the unique compliance, integration, and governance requirements of financial services customers 
  Build and Lead a High-Performing Multi-Level Organization 

• Manage multiple Directors and Senior Managers with responsibility for coaching, performance assessment, career development, and quality oversight across 60+ Platform Architects 

• Attract, recruit, and hire top talent for Director, Senior Manager, and Platform Architect roles, leveraging networks across FSI verticals and enterprise markets 

• Proactively manage pipeline of accounts across all FSI Major Areas, ensuring visibility into upcoming projects and resource needs to support strategic business growth 

• Ensure proper staffing for all engagements by matching skills, experience, certifications, and FSI domain knowledge to project needs, optimizing team performance and customer outcomes 

• Drive AI tooling opportunities to increase job satisfaction, process efficiency, and collaboration between Platform Architecture and Expert Services teams 

• Monitor and adjust staffing plans and skillsets to maintain alignment with FSI Major Area priorities, regulatory trends, and evolving delivery needs 

• Embed a customer-first mindset and foster continuous learning, especially in AI, automation, financial services platform innovation, and regulatory technology 

• Build a welcoming culture that embraces and models ServiceNow's core values across a geographically and industry-diverse organization 
  Shape Platform Architecture Strategy for Customer Outcomes 

• Influence Impact product roadmap by identifying and communicating customer insights, emerging architecture patterns, and FSI-spe