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About the Role

Lead the engineering behind how a global business runs, focusing on AI-enabled, automation-first operations within Service Management and IT Operations. This role involves re-engineering work across service operations, replacing manual processes with automation, and integrating AI into live workflows.

Responsibilities

• Lead, grow, and mentor the engineering team designing, building, and running automation and orchestration for global service operations.
• Own the technical architecture, development standards, and engineering practices for operational workflows on ServiceNow and related tooling.
• Shift the mindset from automating existing processes to redesigning them with an AI-first lens.
• Replace manual, ticket-driven processes across the service lifecycle with reliable and consistent workflows at scale.
• Integrate AI into production operations, including predictive models, assisted experiences, and agentic automation.
• Build and own integrations for automation, including monitoring platforms, CI/CD pipelines, configuration data, cloud services, and event correlation engines.
• Set the engineering roadmap for the function, define success metrics, and make build-or-buy decisions for new capabilities.

Requirements

• 12+ years in technology, including 7+ years leading engineering or platform teams (ServiceNow or IT Service Management).
• Technical credibility to set architecture and development standards.
• Sound build-vs-buy judgment.
• Deep ITIL fluency (incident, problem, change, request, knowledge, SLM, continual service improvement) with a track record of automating these practices.
• Strong ServiceNow architecture, workflow design, and platform governance experience.
• Familiarity with Now Platform AI (Predictive Intelligence, Now Assist) and agentic automation.
• Experience designing and scaling automation on various tooling.
• Experience with event-driven engineering across APIs, webhooks, monitoring platforms, cloud services, and telemetry ingestion.
• Ability to engineer workflows for real-time execution.
• Fluency in CI/CD, deployment automation, and observability with readiness controls.
• Experience establishing development standards, quality controls, and platform governance across a global team, embedding safety, auditability, approvals, and rollback.
• Ability to shift approval-driven governance to signal-driven decisioning using telemetry, dependency data, historical outcomes, and risk scoring.
• Strong written and verbal communication skills across engineering, operations, and business audiences.

Skills

• ServiceNow
• ITSM
• AI platform expertise
• ITIL
• ServiceNow architecture
• Workflow design
• Platform governance
• Now Platform AI
• Predictive Intelligence
• Now Assist
• Agentic automation
• Automation engineering
• Integration engineering
• Event-driven engineering
• APIs
• Webhooks
• Monitoring platforms
• Observability platforms
• Cloud services
• Telemetry ingestion
• CI/CD
• Deployment automation
• Observability
• Risk scoring

Location

• New York City, NY
• San Francisco, CA
• Los Angeles, CA
• Irvine, CA
• McLean, VA
• Washington, DC

Work Type

• Hybrid
• Full-time

Experience Level

• Director
• 12+ years in technology
• 7+ years leading engineering or platform teams

Education Level

• Bachelor's degree in computer science, information systems, engineering, or related field
• Master's degree preferred
• ServiceNow certifications strongly preferred
• ITIL certifications strongly preferred
• Cloud certifications a plus
• Automation certifications a plus

Salary/Compensations

• $183,100 USD - $340,000 USD (for specific US locations)
• $158,900 USD - $295,100 USD (for other eligible US locations)

Benefits

• Flexible hybrid working environment
• Flex My Way policies for work-life balance
• Work from anywhere for up to 8 weeks per year
• Continuous learning and skill development opportunities
• Grow My Way programming
• Skills-first approach
• Flexible vacation
• Two company-wide Mental Health Days off
• Access to Headspace app
• Retirement savings plan with company match
• Tuition reimbursement
• Employee incentive programs
• Mental wellbeing resources
• Physical wellbeing resources
• Financial wellbeing resources
• Globally recognized, award-winning culture for inclusion and belonging
• Two paid volunteer days off annually
• Pro-bono consulting project opportunities
• Environmental, Social, and Governance (ESG) initiatives
• Market competitive health, dental, vision, disability, and life insurance programs
• Competitive 401k plan with company match
• Competitive vacation, sick and safe paid time off
• Paid holidays
• Parental leave
• Sabbatical leave
• Optional hospital, accident and sickness insurance (employee paid)
• Optional life and AD&D insurance (employee paid)
• Flexible Spending Accounts
• Health Savings Accounts
• Fitness reimbursement
• Access to Employee Assistance Program
• Group Legal Identity Theft Protection (employee paid)
• Access to 529 Plan
• Commuter benefits
• Adoption & Surrogacy Assistance
• Employee Stock Purchase Plan
• Potential eligibility for an Annual Bonus

About the Company

• Thomson Reuters informs the way forward by bringing together trusted content and technology for professionals in legal, tax, accounting, compliance, government, and media.
• Products combine specialized software and insights to empower professionals with data, intelligence, and solutions for informed decision-making.
• Reuters is a world-leading provider of trusted journalism and news.
• Powered by 26,000 employees across more than 70 countries.
• Committed to objectivity, accuracy, fairness, and transparency.
• Aims to help customers pursue justice, truth, and transparency, upholding the rule of law, turning the wheels of commerce, catching bad actors, reporting facts, and providing trusted, unbiased information.

Equal Opportunity

• Thomson Reuters seeks talented, qualified employees regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law.
• Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
• Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law.
• Requests for accommodation in the recruiting process can be directed to HR.Leave-Expert@thomsonreuters.com.