Dir, Software Engrg Mgmt

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

About the Team:

Join the Core Platform Frameworks engineering team within the PLATO Engineering organization, whose charter is to build the foundational capabilities that power AI-native products across all horizontals at ServiceNow. As Director of Engineering, you will partner closely with Product Management, Platform, and horizontal engineering teams to design, build, and scale the AI platform and services that enable next-generation, agentic, and generative AI applications. You will lead globally distributed engineering teams delivering reliable, secure, and performant AI platform capabilities that drive real customer outcomes.

You will also play a critical role in advancing ServiceNow’s Responsible AI engineering strategy, ensuring governance, compliance, and technical safeguards are deeply embedded throughout the product and software development lifecycle.

The ideal candidate is a visionary and hands-on engineering leader who thrives in a highly matrixed, fast-paced environment. You are passionate about AI platforms and modern engineering practices, capable of driving both strategy and execution at scale. You inspire technical excellence, build inclusive high-performing teams, and know how to deliver innovation while maintaining reliability, trust, and ethical standards.

What you get to do in this role

• This role is pivotal in driving engineering and operational excellence, ensuring product reliability, and embedding quality into every stage of the product lifecycle.
• Provide strategic and technical leadership across multiple engineering teams, driving DevOps best practices and mentoring at scale.

• Oversee the architectural decisions, code and quality testing efforts for our core platform and products.
• Define and execute a unified engineering and AI strategy aligned with company goals, ensuring performance, scalability, and compliance.
• Partner with product, design, and business leaders to shape priorities, influence strategy, and deliver world-class platform experiences.
• Build and scale high-performing teams, establish KPIs for model reliability and user performance, and represent engineering in executive and customer forums.
• Define and drive the engineering vision, aligning with company strategy and product roadmaps. 
• Drive governance frameworks for responsible AI development including compliance.   
• Build organizational capability through hiring, coaching, and succession planning. 

To be successful in this role you have:

• Visionary and hands-on engineering leader with a passion for innovation, teamwork, and communication.
• Proven track record of delivering high-quality, scalable enterprise software.
• Skilled in building end-to-end automated delivery systems and scaling global engineering teams.
• Strong executive presence with excellent stakeholder management and communication skills.
• Strategic thinker who drives change, inspires teams, and delivers measurable business outcomes.
• Solid understanding of microservices, containerization, and orchestration (Docker, Kubernetes).

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Experience In using AI Productivity tools such as Windsurf, Cursor, etc is a plus or nice to have.
• 12+ years of deep expertise in software architecture, engineering best practices, quality engineering, and automation frameworks.
• Strong executive presence and ability to influence at senior levels. 
• Demonstrated success in scaling engineering organizations globally. 
• Expertise in engineering best practices, software architecture, quality engineering strategies, and automation frameworks. 
• Experience driving AI/ML adoption in software development and testing functions. 
• Ability to balance strategic thinking with execution focus. 
• Experience with automation/configuration and setting up complete e