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About the Role

As a Director of Engineering, you will lead teams that architect and build assistive and autonomous AI-native products, ushering customers into an agentic-first era. This work spans large-scale distributed systems, data ingestion, context creation and utilization, agentic harnesses, cost optimization, and agentic feedback loops to ensure customer value realization. The role requires people leadership, thought leadership, deep technical expertise, strong architectural judgment, and a keen understanding of the scientific method for iterative product refinement. You will be accountable for the growth, health, and delivery outcomes of your teams.

Responsibilities

Lead and grow engineering teams responsible for assigned problem areas within ITSM/ITOM products.
Understand blockers and opportunities around AI-native evolution and value realization with product and engineering leaders.
Own technical strategy and delivery for your teams.
Set architectural direction and maintain high standards for quality and reliability.
Validate hypotheses through evidence.
Hire, coach, and develop engineers, tech leads, and managers.
Build inclusive, high-performing teams with clear career paths and durable ownership.
Drive evidence-based decision-making by formulating hypotheses, running experiments, and measuring outcomes.
Use data to guide architectural decisions and product direction.
Lead the evolution of current solutions toward AI-native capabilities, identifying where agentic patterns, data utilization, or autonomous workflows can unlock customer value.
Translate recommendations into staffed, executable work.
Identify and address value realization gaps in agentic products.
Diagnose root causes (architecture, UX, data quality, feedback loops, cost) and direct targeted improvements.
Establish architecture patterns, engineering standards, and operating rhythms specific to your problem domain.
Document tradeoffs, rationale, and implementation guidance.
Collaborate across ITSM/ITOM engineering teams to share learnings, validate approaches, and accelerate adoption of effective patterns.
Collaborate with stakeholders across Product, Design, Security, Operations, Sales, and Customer Success.
Align on roadmap and release readiness.
Meet security and compliance requirements.
Feed field and customer signal back into engineering priorities.

Requirements

15+ years of related engineering experience, including 5+ years leading and managing engineering teams (including managers or team leads), or equivalent practical experience.
Strong experience building and operating large-scale distributed systems, enterprise platforms, workflow systems, data-intensive products, integration frameworks, or cloud-scale infrastructure.
Deep understanding of system design for scale, reliability, observability, fault tolerance, data quality, security, and production readiness.
Strong technical depth in Java, Python, or similar programming languages.
Proven ability to define technical direction and influence architecture across teams.
Translate ambiguous product strategy into executable engineering plans.
Demonstrated success hiring, developing, and retaining engineers and engineering leaders.
Manage performance, career growth, and team health.
Ability to lead through formal authority and technical credibility.
Build alignment across peer engineering, Product, Design, Security, Operations, Sales, and Customer Success organizations.
Strong judgment in balancing long-term architecture with pragmatic execution, customer impact, engineering velocity, and business priorities.
Experience mentoring senior engineers, raising engineering standards, and building reusable patterns that create leverage across teams.
Experience with AI-powered products, automation platforms, AI-assisted workflows, or agentic systems is strongly preferred.
Ability to reason about AI-assisted enterprise workflows, including data quality, workflow correctness, evaluation, observability, safety controls, and human-in-the-loop review.
Experience with enterprise service management, IT operations, CMDB, discovery, service mapping, AIOps, observability, workflow automation, endpoint management, or operational intelligence is a strong plus.
Experience working with large-scale enterprise customers, production systems, and complex migration or modernization efforts is a plus.

Skills

AI-native products
Large-scale distributed systems
Data ingestion
Context creation and utilization
Agentic harnesses
Cost optimization
Agentic feedback loops
Java
Python
System design
Scale
Reliability
Observability
Fault tolerance
Data quality
Security
Production readiness
AI-powered products
Automation platforms
AI-assisted workflows
Agentic systems
Enterprise service management
IT operations
CMDB
Discovery
Service mapping
AIOps
Workflow automation
Endpoint management
Operational intelligence

Location

AMS - North America and Canada

Work Type

Flexible
Remote

Experience Level

15+ years of related engineering experience
5+ years leading and managing engineering teams

Salary/Compensations

$183,600 - $321,300

Benefits

Equity (when applicable)
Variable/incentive compensation
Health plans
RRSP Plan with company match
ESPP
Matching donations
Family and medical leave programs
Annual vacation: 20 days per year

About the Company

ServiceNow is the AI control tower for business reinvention.
Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.
We're building an AI-native culture where technology and talent are unstoppable together.
The engineering organization is a dynamic group of builders, thinkers, and problem-solvers focused on delivering scalable, AI-powered software products that improve how organizations work.
We value clean architecture, intuitive experiences, operational excellence, and a culture of continuous improvement.
The Service Operations Business Unit brings together IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB capabilities on the ServiceNow Platform.
This product engineering organization builds the software that helps customers deliver resilient, intelligent, and efficient enterprise services.
The Service Operations product portfolio connects incident, request, fulfillment, infrastructure visibility, service mapping, trusted configuration data, automation, and AIOps into a unified operating model.
By combining service delivery with operational intelligence and trusted operational context, these products help customers move toward proactive, AI-assisted, and increasingly self-healing operations at enterprise scale.
Together, these capabilities help customers modernize how they deliver and operate services, improve reliability, reduce manual effort, and drive measurable productivity outcomes on a single platform.

Equal Opportunity

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.