Principal Success Architect - AI Control Tower
ServiceNow15 days ago
Remote, United Kingdom or London, United KingdomStaff+
Responsibilities
- Guide customers through AI Control Tower adoption across the Discover, Secure, Govern, Observe, and Value pillars.
- Advise customers on EU AI Act compliance, responsible AI practices, NIST AI RMF, ISO 42001, and enterprise AI governance.
- Configure, customize, and build AI Control Tower solutions while partnering on enterprise architecture decisions.
- Manage relationships with platform owners, ServiceNow administrators, GRC and compliance leaders, and CSO/CDO offices.
- Support AI Control Tower product launches, EMEA customer readiness, early adopter programs, and launch feedback collection.
- Create enablement content, adoption playbooks, configuration guides, best-practice documentation, thought leadership, and knowledge-base articles.
- Represent EMEA customer needs and product feedback to the AI Control Tower product organization.
Requirements
- 5+ years of technology implementation or solution delivery experience, ideally in GRC, risk, or AI governance.
- Customer-facing advisory or consulting experience translating technical capabilities into business outcomes.
- Strong understanding of AI governance, responsible AI frameworks, or regulatory compliance; experience with the EU AI Act, NIST AI RMF, or ISO 42001 is highly desirable.
- Either 5+ years of deep ServiceNow expertise with hands-on implementation across multiple product suites, including required CSA certification, or 5+ years of GRC, risk management, or AI/ML governance experience with demonstrated solution implementation.
- Hands-on experience with ServiceNow AI Control Tower, GRC, or related governance and risk applications is preferred.
- Familiarity with enterprise AI/ML platforms such as Azure AI, AWS, or Google Cloud is preferred.
- Experience with enterprise software launches or early adopter programs is preferred.
- Strong communication, analytical, problem-solving, collaboration, and customer-facing skills, with the ability to explain technical concepts to nontechnical audiences.
- Ability to work across diverse EMEA markets and regulatory environments and travel up to 30% annually, primarily across EMEA.
- CIS or CAD certification is expected within the first year for the ServiceNow expertise path; candidates on the governance path will be supported in obtaining certifications such as CSA and CAD.
Benefits
- Regular employee position in the EMEA region.
- Flexible or remote work persona, subject to location and role eligibility.
- Up to 30% annual travel, primarily across the EMEA region.
Tech Stack
AWSGoogle Cloud
Categories
Solutions Engineering
About ServiceNow
ServiceNow builds a cloud platform for enterprise digital workflows, covering IT service management, customer service, HR service delivery, security operations, and operations management, plus tools for custom app development. It sells subscription SaaS to large organizations and public-sector agencies to automate processes and connect data across systems. Founded in 2004 and headquartered in Santa Clara, California, ServiceNow is a public company listed on the NYSE under the ticker NOW.