Director, Reliability Engineering

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, 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. And we're just getting started.

Join us to put AI to work for people.

Job Description

About the Role 

ServiceNow is seeking a Director of SRE Reliability Engineering to lead a strategic, enterprise-scale evolution of reliability engineering. Embedded within the Site Reliability & Database Engineering organization, this leader will drive technical excellence and operational performance to ensure ServiceNow’s cloud platform maintains industry-leading reliability and performance. 

This role is accountable for advancing SRE maturity, accelerating adoption of DevOps and automation-first practices, and preparing global teams for the platforms, operating models, and cultural shifts required to sustain ServiceNow’s cloud reliability at scale. 

Key Responsibilities  

Transformation Leadership & Change Strategy 

• Define and execute structured change strategies for major SRE initiatives, platform migrations, and operating model shifts, including stakeholder engagement, impact assessments, communication plans, and adoption risk management. 
• Responsible for all incidents and escalations as it pertains to the SRE teams and the associated process and workflows with particular focus on maintaining the performance and availability of the supported environments. Participate in the continued development and execution of SRE management processes including Incident, Problem, Configuration, and Change management. 
• Serve as a senior change leader across Engineering, Product, People Operations, Finance, and executive stakeholders to align priorities, remove technical blockers, and sustain reliable delivery. 
• Drive organizational readiness ahead of major technology and process deployments by partnering with enablement, training, and communications teams to accelerate adoption. 
• Establish reliability metrics, SLO targets, performance baselines and governance mechanisms to track progress, surface operational risks, and communicate outcomes to senior leadership. 
• Champion a culture of continuous improvement, learning, and psychological safety by embedding feedback loops and retrospectives into standard operating practices. 

Cross-Functional Engagement & Stakeholder Management 

• Facilitate executive steering forums and cross-functional working groups, producing clear communications that translate reliability initiatives into business outcomes. 
• Build trust and alignment across SRE teams by bridging cultural, geographic, and operational differences with clarity, empathy, and structure. 
• Partner with People Operations on workforce planning, change impact assessments, and role evolution strategies as the organization modernizes its delivery model. 
• Analyze current procedures and processes and drive continuous improvements efforts to ensure the SRE provide a quality service across all functional areas.  
• Setting up and continuous monitoring of KPI’s and metrics pertaining to individual and team performance. 

Team Leadership & Organizational Development 

• Lead and develop high-performing teams, with accountability for team health, capability growth, career development, and performance outcomes. 
• Establish and evolve career frameworks, learning pathways, and development programs that reflect both technical mastery and change leadership competencies. 
• Lead talent acquisition and onboarding strategies that build resilient, change-ready, and growth-oriented SRE teams. 
• Drive a DevOps and automation-first mindset across teams, reducing reliance on manual and repetitive processes through structured transformation initiatives. 
• Ensure rigorous change governance, overseeing how changes are scheduled, communicated, executed, and measured, with a strong focus on risk reduction in regulated environments. 
• Lead process redesign efforts that improve consistency, predictability, and quality of service delivery across all SRDE functional areas. 
• Establish documentation and training standards that equip internal partners and downstream teams to operate effectively through periods of change. 

To Be Successful