Director Software Engineering Management

The engineering organization is a dynamic group of builders, thinkers, and problem-solvers focused on delivering scalable, AI-powered software products that improve how organizations work. We value clean architecture, intuitive experiences, operational excellence, and a culture of continuous improvement. Every engineer plays an important role in shaping the quality, reliability, and long-term success of our products. About the Team The Service Operations Business Unit brings together IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB capabilities on the ServiceNow Platform. This product engineering organization builds the software that helps customers deliver resilient, intelligent, and efficient enterprise services. The Service Operations product portfolio connects incident, request, fulfillment, infrastructure visibility, service mapping, trusted configuration data, automation, and AIOps into a unified operating model. By combining service delivery with operational intelligence and trusted operational context, these products help customers move toward proactive, AI-assisted, and increasingly self-healing operations at enterprise scale. Together, these capabilities help customers modernize how they deliver and operate services, improve reliability, reduce manual effort, and drive measurable productivity outcomes on a single platform. What you get to do in this role: As a Director of Engineering, you will lead the teams that architect and build assistive and autonomous AI-native products to usher customers (IT departments using our IT service and operations management applications) into an agentic-first era. The work will span large-scale distributed systems, data ingestion, context creation and utilization, agentic harnesses, cost optimization, and agentic feedback loops to ensure value realization for our customers. This role requires people leadership, thought leadership, deep technical expertise, strong architectural judgment, and a keen understanding of the scientific method to ship and refine real product through iterative experimentation. You will be accountable for the growth, health, and delivery outcomes of your teams. Responsibilities include: Lead and grow the engineering teams responsible for assigned problem areas within ITSM/ITOM products, working with product and engineering leaders to understand blockers and opportunities around AI-native evolution and value realization. Own technical strategy and delivery for your teams. Set architectural direction, hold the bar on quality and reliability, and stay close enough to the work to validate hypotheses through evidence, not theory. Hire, coach, and develop engineers, tech leads, and managers. Build inclusive, high-performing teams with clear career paths and durable ownership. Drive evidence-based decision-making: formulate hypotheses, run experiments, measure outcomes, and use data to guide architectural decisions and product direction. Lead the evolution of current solutions toward AI-native capabilities—identifying where agentic patterns, data utilization, or autonomous workflows can unlock customer value—and translate those recommendations into staffed, executable work. Identify and address value realization gaps in agentic products that exist but aren’t delivering expected outcomes. Diagnose root causes (architecture, UX, data quality, feedback loops, cost) and direct targeted improvements. Establish architecture patterns, engineering standards, and operating rhythms specific to your problem domain. Document tradeoffs, rationale, and implementation guidance to help teams move faster and make consistent decisions. Collaborate across ITSM/ITOM engineering teams to share learnings, validate approaches, and accelerate adoption of patterns that work. Collaborate with stakeholders across Product, Design, Security, Operations, Sales, and Customer Success — aligning on roadmap and release readiness, meeting security and compliance requirements, and