Director of Engineering, HR Service Delivery

ServiceNow•Santa Clara, CA

1d•Hybrid

About The Position

ServiceNow is seeking a Director of Engineering to lead the architecture, delivery, and evolution of key services within the HR Service Delivery (HRSD) portfolio. HRSD helps organizations deliver seamless employee experiences through intelligent workflows, case management, knowledge, lifecycle events, document management, and AI-powered employee assistance. As a Director of Engineering, you will lead an organization of approximately 20 engineers responsible for building and operating critical HRSD services that serve some of the world's largest enterprises. You will define technical strategy, drive execution, and ensure the delivery of highly scalable, reliable, and secure cloud services that power employee experiences across the ServiceNow platform. This role also provides a unique opportunity to shape how AI transforms software engineering. You will drive the adoption of AI-assisted development practices, automation, and intelligent engineering workflows to improve productivity, accelerate innovation, and raise the quality bar across your organization. The objective is not simply efficiency, but reinvesting engineering capacity into delivering greater customer value and product innovation.

Requirements

12+ years of software engineering experience with a proven track record of delivering enterprise-scale products and services
5+ years of engineering leadership experience, including experience managing engineering managers and senior technical leaders
Demonstrated success driving technical strategy and execution across multiple teams and stakeholders
Proven track record of building and leading high-performing engineering organizations
Strong background in distributed systems, cloud-native architectures, APIs, data platforms, and enterprise software development
Experience building and operating highly available, mission-critical services at scale
Proficiency in modern programming languages such as Java, Python, Go, or similar technologies
Strong understanding of software architecture, system design, observability, performance, and reliability engineering
Experience building, integrating, or operating AI-powered product capabilities
Familiarity with large language models, retrieval systems, agentic workflows, semantic search, and modern AI development frameworks
Strong technical judgment and a customer-first mindset
Ability to balance innovation with operational excellence
Excellent communication and influence skills across technical and executive audiences
Proven ability to build high-performing teams and develop future leaders
Thrives in fast-moving environments and brings clarity to complex problems
B.S., M.S., or Ph.D. in Computer Science, Computer Engineering, Artificial Intelligence, Machine Learning, Data Science, or a related technical field, or equivalent practical experience.

Nice To Haves

Passion for applying AI and automation to improve both customer experiences and engineering productivity

Responsibilities

Lead Critical HRSD Services: Own the technical strategy, architecture, delivery, and operational excellence of key services within the HR Service Delivery portfolio. Build scalable platform capabilities that support employee service management, knowledge experiences, lifecycle workflows, document management, and emerging AI-powered HR solutions.
Deliver AI-Powered Employee Experiences: Drive the development of intelligent, AI-native capabilities that help employees find information, complete tasks, resolve issues, and navigate key moments in their employment journey. Partner closely with product and design teams to translate customer needs into impactful solutions.
Drive Technical Strategy and Architecture: Make long-term architectural decisions that improve scalability, reliability, extensibility, and operational efficiency. Balance near-term delivery commitments with investments in platform modernization and technical innovation.
Transform Engineering Through AI: Champion the adoption of AI-assisted engineering practices across the software development lifecycle. Leverage modern AI capabilities to improve developer productivity, automate repetitive work, enhance quality, and accelerate delivery while maintaining strong engineering accountability and oversight.
Build World-Class Engineering Teams: Recruit, develop, and retain exceptional engineering talent. Coach engineers and emerging leaders, foster a culture of ownership and continuous learning, and create an environment where teams can perform at their highest level.
Drive Engineering Excellence: Establish a high bar for software quality, operational rigor, security, reliability, and maintainability. Use data and metrics to continuously improve engineering effectiveness, system health, and customer outcomes.
Partner Across the Organization: Collaborate closely with Product Management, Design, Customer Success, Platform Engineering, and executive leadership to align priorities, drive execution, and deliver customer value.
Ensure Security and Trust: Build services that meet the highest standards for security, privacy, compliance, and responsible AI. Safeguard sensitive employee information while enabling innovation at enterprise scale.