Principal Transformation Enterprise Architect — Enterprise Industries, UK&I

Job Description

ServiceNow is seeking a Principal Transformation Enterprise Architect to set the architectural direction for enterprise-wide transformation across our largest and most complex customers in our enterprise Industries team for the UK and Ireland. Working alongside business and technology leaders, you will shape the choices that determine how these organisations change. This is a senior individual-contributor role within our pre-sales solution consulting organisation, combining strategic judgement, architectural depth and executive influence.

You will work where the problem is not yet clearly defined and the path forward is contested. Customers may be balancing competing business priorities, fragmented technology estates, established investments and demanding operational or regulatory constraints. Your role is to turn that complexity into a clear transformation direction: identify the business capabilities that need to change, evaluate architectural options and shape a practical roadmap that connects ambition, investment and measurable outcomes.

As a trusted adviser to business executives, CIOs, CTOs and chief enterprise architects, you will challenge assumptions constructively and build alignment across business units, technology teams and partners. You will connect business strategy, operating-model change, enterprise architecture and technology investment—explaining the choices and trade-offs, not simply presenting a solution.

Working with account leaders and specialist teams, you will provide architectural leadership on strategic sales opportunities. You will define how ServiceNow fits within the customer’s wider enterprise architecture, develop compelling transformation propositions and guide executive working sessions towards agreed decisions and priorities. You will maintain a credible path from the proposed architecture to delivery, working closely with customers, partners and implementation specialists.

We are looking for someone who has already shaped significant, cross-functional transformation in complex enterprises. You will bring evidence of influencing executive decisions, resolving competing stakeholder priorities and setting architectural direction across multiple programmes. Technical expertise matters, but success in this role depends on using it to guide business choices, lead through others and create lasting value for customers.

What you get to do in this role

Our Enterprise Industries team serves manufacturing, pharmaceuticals, retail, travel and services customers. You will:

• Shape transformation direction. Work with customer leaders to understand their business strategy, economics and operating model. Identify the capabilities that need to change and connect them to measurable customer, employee and operational outcomes.

• Lead through complexity and uncertainty. Frame problems before requirements are settled. Navigate competing business-unit priorities, fragmented ownership, legacy investments and delivery constraints to establish a practical direction.

• Influence consequential executive decisions. Build trusted relationships with business executives, technology leaders and enterprise architects. Challenge assumptions, evaluate alternatives and secure alignment on priorities, architectural choices and the case for change.

• Develop enterprise architectures and roadmaps. Connect current and target states across business capabilities, processes, applications, data and technology. Make sequencing, dependencies, governance, risk and investment trade-offs explicit.

• Position ServiceNow within the wider enterprise. Define its role alongside core business systems, cloud services and other enterprise platforms. Explain what should change, what should remain and how the proposed architecture will work across organisational and technology boundaries.

• Guide AI-enabled transformation. Identify where AI, automation and more autonomous workflows can create value. Help customers assess data readiness, integration, human oversight, security, governance and operational risk before committing to an approach.

• Lead strategic pre-sales engagements. Partner with account leaders, solution consultants, industry specialists and partners to shape complex opportunities, develop compelling propositions and support customer investment decisions in a fast-moving sales environment.

• Turn executive working sessions into decisions. Use discovery, human-centred design and architecture workshops to establish a shared understanding, explore options and agree outcomes, priorities and next steps.

• Create a credible path to delivery. Work with customer and partner teams to validate assumptions, feasibility and dependencies. Maintain continuity between the transformation proposition, architectural direction and implementation planning, with clear ownership and handoffs.

• Lead through others. Align specialists across multiple workstreams, mentor colleagues and strengthen the team’s architectural judgement. Develop reusable approaches, industry perspectives and thought leadership, and share customer insights with relevant ServiceNow teams.

Qualifications

To be successful in this role, you will bring:

• A sustained record of enterprise transformation leadership. Substantial experience in enterprise architecture, technology strategy or transformation consulting, typically developed over 10 or more years. Equivalent experience with demonstrable principal-level impact will also be considered. Your examples should show decisions and outcomes you personally shaped—not just programmes you participated in.

• Strategic judgement in complex situations. Evidence of framing ambiguous problems, assessing options and making recommendations where business priorities, technology constraints, investment choices and risks conflict. You can explain both your chosen approach and the alternatives you rejected.

• Executive influence and stakeholder alignment. A track record of influencing senior business and technology leaders, handling constructive disagreement and building agreement across organisational boundaries. You can turn architectural analysis into a clear executive recommendation and case for change.

• Enterprise-wide architectural depth. Experience shaping target architectures and phased roadmaps across business capabilities, operating models, processes, applications, data and technology. Your work spans multiple systems and functions, rather than a single application domain alone.

• Relevant industry depth. Strong experience in at least one of manufacturing, pharmaceuticals, retail, travel or services, with the ability to apply that knowledge across adjacent sectors. You understand how organisations in your sector generate value, serve customers, manage costs and risk, and make investment decisions. Deep expertise in every sector is not expected.

• Business-value and investment thinking. Ability to connect architectural choices to commercial and operational outcomes, develop business-case assumptions with relevant specialists, and explain costs, benefits, dependencies and time-to-value. You distinguish credible value hypotheses from unsupported claims.

• Customer-facing commercial experience. Experience in strategic pre-sales, consulting, customer-side architecture or transformation delivery, together with the ability to shape opportunities and guide decisions in a sales environment. You balance customer credibility with commercial awareness.

• Practical understanding of AI-enabled transformation. Experience assessing or shaping the use of AI in business workflows and decisions. You can evaluate where AI adds value, where it does not, and the implications for data, integration, human accountability, governance and adoption.

• Sound technical architecture judgement. Strong understanding of cloud-based applications and platforms, enterprise integration, data architecture, identity, security and resilience. You can assess interoperability, scalability and the practical implications of architecture decisions, drawing on specialists where needed.

• Leadership without direct authority. Evidence of setting direction and aligning customers, partners and multidisciplinary teams across complex programmes. You establish decision principles, mentor others and create clarity around ownership and dependencies.

• Clear communication and facilitation. Ability to produce compelling executive narratives, decision papers, architecture views and roadmaps. You use discovery and human-centred design to uncover needs and facilitate working sessions that produce agreement and action.

Relevant knowledge and additional strengths

The following will strengthen your application. We are interested in how you apply this knowledge, not in collecting every technology or framework listed.

• Industry processes and systems. Familiarity with the systems and workflows relevant to your sector. Examples include enterprise resource planning, manufacturing execution, warehouse and supply-chain management, point-of-sale and digital commerce, reservations and service operations.

• Industry transformation experience. Work on relevant challenges such as manufacturing resilience and connected operations; supply-chain visibility; omnichannel customer journeys; travel disruption and service recovery; or services productivity and customer experience.

• Applied architecture methods. Practical use of enterprise architecture, capability modelling and architecture governance approaches. Examples include TOGAF, ArchiMate and IT4IT, or comparable methods appropriate to the engagement. Relevant supply-chain architecture experience may include SCOR.

• Sector-specific risk and regulation. Understanding of the privacy, operational, safety, environmental or other regulatory constraints relevant to your industry, and how they influence transformation choices.

• ServiceNow and ecosystem experience. Experience positioning ServiceNow or another enterprise workflow platform within a broader architecture, and working with implementation partners and independent software vendors. Platform-specific expertise complements the strategic capabilities above; it does not substitute for them.

• Additional technical depth. Expertise in areas such as AI architecture, analytics, DevOps, digital products or integration between enterprise IT and operational technology, where relevant to customer needs.

• Thought leadership and practice development. Evidence of mentoring architects, developing reusable approaches or publishing and presenting perspectives that help customers make better decisions.

What success looks like

• Customer leaders agree on a transformation direction, with clear business outcomes, priorities and architectural choices.

• Strategic opportunities are supported by credible enterprise architectures, investment logic and phased roadmaps—not disconnected product proposals.

• Customer, partner and ServiceNow teams understand the dependencies, risks and responsibilities needed to move from the proposed direction into delivery.

• Your leadership improves the quality of decisions and the effectiveness of others across the account team and architecture community.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [email protected] 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.

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