Director Systems Engineering (ServiceNow SME)

Are you ready to make an impact at DTCC?
Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.
 

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

 

The Impact you will have in this role:
Being a member of IT Enterprise Arch Data & Corp Tech team, the Director of Systems Engineering (ServiceNow Platform) is a senior technology leader accountable for engineering delivery, platform reliability, and operational excellence across the enterprise ServiceNow ecosystem. This role leads teams responsible for end-to-end delivery and run operations—including analysis, design, build, integration, testing, implementation, and production support—across key platform capabilities such as CMDB, ITSM, ITAM, ITOM, ITBM and DevSecOps. The Director partners closely with Architecture, Cloud Engineering, SRE, Application Engineering, Operations, Cyber, and Product teams to advance automation and AI-enabled capabilities, improve data quality and governance, and strengthen platform resiliency.

Your Primary Responsibilities:

• Platform strategy, roadmap & outcomes
  • Establish the strategy and future-state roadmap for the ServiceNow platform, aligned to enterprise priorities and stakeholder needs.
  • Establish OKRs and be accountable for measurable delivery, operational, and governance outcomes.
• Engineering delivery & DevSecOps
  • Own the engineering lifecycle for delivering capabilities to stakeholders, including analysis, design, build, automation, DevSecOps CI/CD integration, testing, release, operations, and production support.
  • Continuously improve delivery practices and software quality through modern engineering standards, automation, and disciplined release management.
• Operational excellence, resiliency & incident management
  • Establish and lead a robust operations function with improved production stability, clear KPIs, and transparent reporting.
  • Uplift platform resiliency and scalability to ensure solutions are secure, cloud-ready, and support both legacy and modernized environments.
  • Support major incident analysis and continuous improvement through RCA and post-incident reviews.
• CMDB data governance & platform stewardship
  • Establish CMDB data governance with a focus on maintaining the highest data quality, integrity, and auditability.
  • Lead engineering and operations teams responsible for the ServiceNow platform ecosystem across key modules and capabilities.
• Automation, innovation & AIOps
  • Drive an automation-first engineering culture with a focus across ServiceNow modules to improve speed, quality, and operational efficiency.
  • Identify opportunities to leverage AI/ML and AIOps capabilities to reduce noise, detect anomalies, and enable predictive insights.
• Stakeholder partnership & executive communication
  • Partner with stakeholder groups across the organization to deliver the best platform experience and business value.
  • Provide clear, outcome-focused updates to executive leadership on platform health, risks, delivery progress, and value realization.
• People leadership & talent development
  • Build, mentor, and retain high-performing systems engineering teams across onshore and offshore models.
  • Set clear goals, accountability, and career developm