Dir, Solution Consulting - Practice Leader

Role Summary

ServiceNow 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 ServiceNow solutions, providing technical guidance and support throughout customer engagements.

Key Responsibilities

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 ServiceNow platform.
• Lead technical architecture and design engagements that align ServiceNow 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 ServiceNow 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 and product development efforts.
• Act as a bridge between customer needs and ServiceNow's go-to-market and product strategies.
• Represent ServiceNow in panels, conferences, and community forums, sharing best practices, reference architectures, and industry assets to elevate the brand and inspire innovation.

Experience and Certifications

• 10+ years of IT experience, including 5+ years of hands-on ServiceNow Platform expertise
• 5+ years of people management experience, with demonstrated success in developing and leading technical teams
• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA) certification preferred

ServiceNow Platform Expertise

• Deep ServiceNow Platform knowledge and solution design experience across ITSM, ITOM, SPM, HRSD, and SecOps
• Proficiency in ServiceNow scripting (Business Rules, Client Scripts, UI Policies) and data model/CSDM/CMDB
• Experience with Flow Designer, Automation Engine, Integration Hub, and Service Portal
• Strong understanding of AI Experience architecture, including AI agents, skills, and workflow automation

Technical Architecture and Integration

• Strong understanding of integration architecture principles, patterns (REST/SOAP), and authentication (OAuth, SAML)
• Experience with cloud platforms (AWS, Azure, Google Cloud) and designing scalable, secure IT solutions
• Experience integrating AI into workflows and decision-making

Leadership and Communication

• Excellent communication and executive engagement skills with the ability to simplify complex concepts into compelling solution designs
• Proven ability to lead, mentor, and develop technical teams while fostering a culture of continuous improvement and technical excellence
• Experience building trusted relationships with customer platform owners, architects, and CTOs
• Strong problem-solving skills, strategic thinking, and ability to provide innovative solutions that enhance business processes

Key Capabilities for Success

People Development & Team Leadership: The ability to attract, develop, and retain top technical talent. This includes setting clear expectations, providing meaningful feedback, creating individualized development plans, and building a high-performing team culture that balances autonomy with accountability.

Organizational Influence: The capability to lead through influence across the 50+ Solution Architects without direct reporting authority. This means building credibility through technical expertise, creating compelling standards that teams want to adopt, and fostering collaboration across organizational boundaries.

ServiceNow Platform Mastery: Deep technical mastery of ServiceNow's core platform capabilities (data model, flows, integration hub, scripting, UI frameworks, security model) combined with expertise in AI Experience solutions. A deep commitment to continuous learning and staying current with platform releases and emerging features.

Enablement Design: The ability to design and deliver effective enablement programs that build skills at scale. This includes identifying skill gaps, creating learning paths, developing training content, and measuring enablement effectiveness across diverse team members.

Standards & Governance: The capability to establish architectural standards and governance frameworks that ensure consistency without stifling innovation. This includes creating reference architectures, defining quality criteria, and building reusable assets that multiply team impact.

Customer Partnership: The ability to build trusted relationships with customer technical leaders, earning a seat at the table for architectural decisions and becoming a go-to resource customers rely on for strategic guidance.

AI-Native Mindset: The ingrained habit of leveraging AI tools throughout every phase of the sales cycle and team operations—from researching customer environments and generating solution blueprints to building proof of concepts and creating enablement content.

For positions in this location, we offer a base pay of $174,675 - $288,225, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact work@tuhustle.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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.