Pre-Sales Solution Architect - Customer Excellence Group (ServiceNow AI Platform)

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
Overview
We're in growth mode across the APAC region-and looking for a seasoned, strategic, and high-impact Professional Services Pre-Sales Solution Architect to shape and drive transformational services programs on the ServiceNow AI, CRM & Industry Platform. This role is pivotal in expanding ServiceNow's footprint through business transformation, value-led services engagements, and AI-powered solutions.
You will partner closely with Service Sales Executives, Account Executives, Solution Consulting, and other go-to-market teams to design and position large, complex, and transformational service-led deals with some of our most strategic customers. Acting as the single thread providing continuity from sales to delivery, you will ensure that every program of work is aligned to customer outcomes, commercially sound, and positioned for successful execution.
This role isn't just about supporting growth-it's about leading with AI and business transformation to help our customers achieve tangible outcomes faster, while making ServiceNow the best buying decision they've ever made.
What You'll Do

• Partner closely with Service Sales Executives and align with Account Executives, Solution Consulting, and other go-to-market teams to position and sell high-value professional services engagements.
• Act as the single point of continuity from sales to early delivery, providing continuity into the early phases of delivery and ensuring a seamless transition into execution.
• Lead discovery workshops with strategic and enterprise customers to uncover business goals, transformation priorities, and AI-driven opportunities.
• Translate vision into a clearly defined delivery scope - producing Statements of Work (SOWs), delivery roadmaps, resource plans, and success criteria.
• Build accurate services estimates, select the right pricing model (T&M, fixed price, or subscription based), and ensure profitable delivery margins.
• Collaborate with Solution Architects, Practice Leads, and Delivery Managers to validate feasibility, identify risks, and secure the right skills for success.
• Present proposals and delivery strategies to executives, articulating both the technical solution and the business value case.
• Shape AI-enabled workflows and intelligent automation approaches that accelerate time-to-value and maximize ROI on the ServiceNow platform.
• Act as the trusted advisor during the pre-delivery phase, ensuring smooth transition from sales to delivery.

Why Join Us

• Influence multi-million-dollar transformation programs at the earliest stage.
• Work directly with enterprise customers on high-impact ServiceNow and AI-driven initiatives.
• Be part of a team that values both outcomes and excellence in delivery.
• Competitive compensation, performance bonuses, and clear career growth opportunities.

Qualifications
What You'll Bring

• 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, analysing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Proven ServiceNow delivery experience in large-scale transformation programs across multiple modules.
• Strong commercial skills - able to scope, estimate, and structure profitable deals.
• Executive presence and the ability to engage with C-level stakeholders.
• Demonstrated success in pre-sales or solution architecture for professional services and advisory services.
• Ability to lead discovery workshops, identify value opportunities, and translate vision into deliverable outcomes.
• Strong market insight into industry trends and their impact on customer transformation priorities, particularly in AI, CRM, and enterprise service management.
• A collaborative, one-team mindset - skilled at working across sales, solution consulting, and delivery organisations.
• ServiceNow certifications (CSA, CIS, CMA/CTA) strongly preferred

Additional Information
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 [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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