Director, Platform Technology Services - ServiceNow

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.

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them. 

Role: 

This person will lead a team of managers and a broader team of engineers who are responsible for the design, implementation, management, and overall health and performance of critical technology platforms at ServiceNow doing proactive performance tuning and analysis.

What you get to do in this role: 

• Own and manage several large enterprise platforms. 

• Define and implement overall strategy for key technology platforms – identify opportunities and advocate for your vision. 

• Hire and develop both technical engineers and managers in leadership, situational awareness, executive presence. 

• Facilitate cross-functional collaboration among development teams, stakeholders, and business units to deliver integrated and cohesive solutions.

• Foster a culture of continuous learning and exploration to stay ahead in technological advancements and emerging trends.  

• Manage a large portfolio of parallel projects (with outside project manager support in some cases). Align team to department-wide project/program management and planning techniques and identify and implement process improvements. 

• 10+ years of professional experience with enterprise technology operations. 

• 5+ years of experience as a people manager. 

• Formal education and training in technology and business preferred. 

• Experience with large enterprise platforms – SAP, ServiceNow, O365/Power BI, Snowflake. 

• Experience managing software development activities at scale and familiarity with SDLC processes. 

• Knowledge of relational databases (Oracle, MySQL, SQL Server). 

• Experienced with production system operations, incident management, internal or external customer support and communication processes. 

• Excellent communication and presentation skills. 

• Understanding of ITSM, ITIL, or other frameworks. 

• Experienced with data-driven decision making. 

• Skilled at gathering facts, understanding, simplifying and explaining complex situations. 

• Strong collaborator and relationship-builder. 

• Executive presence – experience interacting with and presenting to executive leaders. 

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $163,000-$285,200, 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.  Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. 

Export Control Regulations 

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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