Manager, Architecture

About the Role

The Manager, Architecture will lead a team of Platform Architects within the APAC region, driving customer transformation through strategic platform guidance, architecture design, and best practices. This role combines leadership, technical expertise, and consulting experience to deliver measurable business outcomes for ServiceNow s largest customers, with a strong focus on GRR, NPS, and Adoption.

Key Responsibilities

Team Leadership Development

• Build and lead a high-performing team of Platform Architects, fostering growth, enablement, and professional development.
• Promote a culture of collaboration, knowledge sharing, and continuous learning.
• Customer Transformation Delivery
• Champion customer success by aligning platform strategy and governance with business objectives.
• Provide strategic and technical leadership to customers, partners, and internal teams.
• Contribute to customer-facing work (target utilisation: 20%) through direct engagement in complex engagements.

Pre-Sales Business Development

• Support go-to-market efforts, including pre-sales activities, scoping, and proposal development.
• Partner with Product, Sales, and Enablement teams to align architecture strategy with broader organisational goals.
• Influence adoption and consumption through strategic architecture guidance.
• Thought Leadership Innovation
• Develop and refine service offerings, best practices, and thought leadership content.
• Drive innovation and adoption in ServiceNow deployments.

Key Performance Indicators

• Gross Renewal Rate (GRR) - ensuring platform strategy drives retention.
• Net Promoter Score (NPS) - delivering exceptional customer experiences.
• Adoption Metrics - accelerating product consumption and business impact.
• Team productivity and utilisation.
• Talent development and readiness within the team.

Qualifications Experience

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 AIs potential impact on the function or industry.

Leadership People Development

• 8 - 10 years of proven experience managing teams in a professional services environment.

• Ability to inspire, mentor, and develop diverse technical and business talent.
• Strong relationship-building skills with internal teams, partners, and customers.
• Commitment to fostering an inclusive and equitable workplace.

Consulting Delivery Expertise

• 8-10+ years in consulting or professional services with a focus on enterprise transformation.

• Experience managing large-scale customer engagements and executive-level stakeholders.
• Familiarity with Now Create, Agile frameworks, or similar methodologies.
• Technical Expertise
• Strong understanding of SaaS platforms, enterprise architecture, and digital transformation.
• Familiarity with ServiceNow or similar platforms is advantageous.
• Ability to design scalable, high-impact solutions across Technology, CRM, Industry, or AI Data domains.
• Exposure to AI integration in workflows and decision-making processes.

Other Qualities for Success

• Transformation mindset focused on long-term business impact.
• Excellent communication skills to simplify complex concepts.
• Passion for innovation and continuous improvement.
• Ability to foster collaboration within a diverse team.

Optional Additions

• Preferred Certifications: ServiceNow Certified Technical Architect, TOGAF, or similar.
• Travel Requirements: Up to 25% across APAC.