Principal Success Architect - AI Control Tower
ServiceNow24 hours 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.
- Implement AI Control Tower capabilities through configuration, customization, and solution builds.
- Drive enterprise architecture decisions and alignment with customer platform strategies and existing investments.
- Manage technical stakeholder relationships across platform owners, ServiceNow administrators, GRC and compliance teams, and Office of the CSO/CDO stakeholders.
- Partner with AI Strategists and AI & Platform colleagues on integrated technical and business advisory offerings.
- Support new product introduction launches, EMEA customer readiness, early adopter programs, and launch feedback.
- Develop enablement content, adoption playbooks, configuration guides, best-practice documentation, thought leadership, and knowledge-base articles.
- Represent EMEA customer needs to the AI Control Tower product organization.
Requirements
- At least 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.
- Either 5+ years of deep ServiceNow platform expertise with hands-on implementation across multiple product suites, or 5+ years of GRC, risk management, or AI/ML governance experience with solution implementation.
- CSA certification is required for the ServiceNow-expertise path; CIS or CAD is expected within the first year.
- Strong communication, interpersonal, analytical, and problem-solving skills, including the ability to explain technical concepts to non-technical audiences.
- 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 supporting enterprise software launches or early adopter programs is preferred.
- Familiarity with Agile methodologies and strong EMEA AI governance or compliance industry connections are preferred.
- Ability to travel up to 30% annually, primarily across EMEA.
Benefits
- Regular employee position in the EMEA region with a flexible or remote work persona.
- Travel of up to 30% annually, primarily across EMEA.
- ServiceNow supports employees in obtaining relevant platform certifications within the first year where applicable.
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.