Director and Service Owner-Cloud Native Services

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

• As the Director and Service Owner of Cloud Native Services, you will be responsible for overseeing the design, development, deployment, and continuous improvement of our microservices-based solutions. You will lead a team of skilled engineers and work collaboratively with cross-functional teams to ensure that our cloud-native services meet and exceed customer expectations. Your expertise in SDLC within a cloud-native environment, service level management, and reporting will be crucial in shaping the success of our services.

Key Responsibilities:

• Leadership: Provide strong leadership to the cloud-native services team, fostering a culture of collaboration, innovation, and continuous improvement. Mentor team members and drive them towards achieving their full potential.
• Service Ownership: Take end-to-end ownership of our cloud-native services, ensuring they align with business objectives, meet customer requirements, and adhere to best practices.
• Microservices Architecture: Define, implement, and maintain scalable microservices architecture patterns that promote modularity, reusability, and flexibility.
• Kubernetes, Kafka, and Flink Expertise: Leverage your in-depth knowledge and hands-on experience with Kubernetes, Kafka, and Flink to guide the team in deploying and managing services effectively.
• SDLC Management: Oversee the entire software development life cycle (SDLC) in a cloud-native context, from planning and design to deployment, testing, and production support.
• Service Level Management: Set and maintain service level objectives (SLOs) and service level indicators (SLIs) to ensure service reliability and availability.
• Monitoring and Observability: Implement robust monitoring and observability solutions to proactively identify and address performance bottlenecks and other issues.
• Incident Management: Develop incident response protocols and lead incident management efforts to minimize service disruptions and improve service reliability.
• Service Reporting: Generate regular reports and metrics related to service performance, availability, and utilization for stakeholders and management.
• Continuous Improvement: Drive a culture of continuous improvement by encouraging regular retrospectives, process enhancements, and technological advancements.

Qualifications

To be successful in this role you have:

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• Proven experience (10+ years) in a leadership role within a cloud-native environment, overseeing the development and management of microservices-based solutions.
• Strong expertise in Kubernetes, Kafka, and Flink, with hands-on experience in deploying and managing these technologies in production environments.
• Solid understanding of the SDLC and experience working with agile methodologies.
• Exceptional knowledge of service level management practices and a track record of improving service reliability.
• Proficiency in implementing monitoring and observability solutions using industry-standard tools.
• Excellent problem-sol