[Hiring] Director of Site Reliability Engineering @ServiceNow

Role Description

We are looking for a Director of Site Reliability Engineering to lead the next phase of our reliability transformation as ServiceNow modernizes toward a cloud-agnostic, cloud-ready production platform. This leader will own key elements of the SRE operating model across:

• Reliability Engineering
• Service Enablement
• Service Registry
• SLI/SLO standards
• Reliability governance
• Automation
• AI-enabled operations
• Production readiness

The role will lead a global engineering organization and partner across Product Engineering, Infrastructure, Architecture, Security, Release Engineering, and Customer Support to establish consistent reliability practices across ServiceNow products and services. The Director will play a critical role in evolving the organization from reactive operations toward an engineering-led SRE model focused on prevention, automation, resilience, and continuous improvement.

What you get to do in this role:

• Define and execute the SRE strategy and operating model across reliability engineering, service enablement, observability, automation, incident learning, and production readiness.
• Lead and develop a global organization of engineering managers, technical leaders, and SREs.
• Establish enterprise reliability standards for service ownership, tiering, golden signals, SLIs/SLOs, error budgets, alerting, on-call practices, and service health reviews.
• Lead the Service Enablement strategy by establishing minimum reliability requirements and maturity standards for critical services.
• Own the Service Registry strategy, improving service ownership, dependency visibility, maturity tracking, and impact-aware operational decision-making.
• Drive adoption of SLIs, SLOs, error budgets, and burn-rate alerting across critical services, ensuring teams consistently use reliability signals to manage customer impact.
• Build a culture of engineering away toil by turning recurring operational work and incident patterns into automation, self-service, and systemic fixes.
• Establish the AI-enabled SRE roadmap, including change-risk assessment, operational insights, remediation recommendations, and policy-driven automation.
• Drive reliability and production-readiness strategy across AWS, Azure, and GCP by establishing cloud-agnostic patterns while addressing hyperscaler-specific operational requirements.
• Partner with product and platform engineers to design, launch, and operate reliable services throughout the production lifecycle.
• Establish launch and production-readiness practices that validate availability, latency, performance, capacity, dependencies, rollback, and recovery before customer impact.
• Drive sustainable operations by scaling self-service capabilities, automation platforms, and systemic reliability improvements across engineering teams.
• Lead incident response, blameless postmortems, and corrective actions that convert production failures into lasting reliability improvements.
• Measure reliability through SLIs, SLOs, error budgets, golden signals, change failure rate, MTTR, capacity health, and toil reduction.
• Influence architecture and platform direction to simplify operating models and improve reliability across ServiceNow's global infrastructure.
• Partner with executive and engineering leaders to prioritize reliability investments and drive adoption beyond the direct SRE organization.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 12 years of significant leadership experience in Site Reliability Engineering, Production Engineering, Platform Engineering, Cloud Infrastructure, or large-scale distributed systems with a Bachelor's degree; or 8 years and a Master's degree; or a PhD with 5 years experience; or equivalent experience.
• Proven success leading managers and senior technical leaders across geographically distributed engineering organizations.
• Demonstrated success leading SRE, infrastructure, or reliability transformation at scale.
• Strong understanding of SLIs/SLOs, error budgets, observability, incident management, reliability governance, and on-call practices.
• Experience with service catalogs, service registries, service ownership models, Backstage, CMDB, dependency mapping, or service topology.
• Strong background in cloud infrastructure and modernization across AWS, Azure, and/or GCP.
• Understanding of Kubernetes, distributed systems, networking, databases, infrastructure automation, and cloud-native architecture.
• Experience driving automation through orchestration, Infrastructure as Code, self-service platforms, and auto-remediation.
• Familiarity with AI-assisted operations, autonomous remediation, or agentic technologies is highly desirable.
• Experience establishing production-readiness practices for releases, resilience, disaster recovery, infrastructure changes, and cloud migrations.
• Ability to use incident, reliability, and operational data to prioritize engineering work and drive systemic improvements.
• Strong cross-functional influence and executive communication skills.
• Ability to operate effectively through ambiguity, organizational transformation, and large-scale technical change.

Requirements

• For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits.
• Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
• Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.
• We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Benefits

• Flexible spending accounts
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan
• Family leave programs