Director, ServiceNow Platform Engineering

Pure Storage-posted 8 days ago
Full-time • Director
Onsite • Santa Clara, CA
5,001-10,000 employees
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We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE The Director, ServiceNow Platform Engineering leads the enterprise ServiceNow platform engineering function—owning platform engineering, reliability, and operations across internal services and CX-facing capabilities. This role heads the Platform Engineering & Support pillar within the ServiceNow Center of Excellence & Innovation (CoEI), establishing technical governance, standards, and guardrails so product teams can build safely at speed while the platform remains performant, secure, compliant, and audit‑ready. The director builds and leads a multi‑disciplinary engineering team, partners closely with Portfolio Governance and Strategy boards, and regularly engages VP‑level stakeholders to communicate platform strategy, risk posture, and value.

  • Lead the ServiceNow CoEI’s Platform Engineering & Support pillar, aligning operating rhythms with the CoEI Operating Model (decision rights, RACI, intake, prioritization, and exception processes).
  • Own or chair the Technical Governance Board; partner with Portfolio Governance and Strategy boards to ensure platform standards, investment choices, and risk decisions are coherent and transparent.
  • Define, publish, and maintain platform policies and technical guardrails; ensure governance outcomes are measurable and improve over time (e.g., change success rate, exception volume, audit findings).
  • Build, lead, and develop a high‑performing platform team (e.g., engineering managers, administrators, developers, integration engineers, QA/ATF, release/environment managers), including hiring, coaching, performance management, and career development.
  • Establish clear ways of working across product teams and shared services (DevOps/Cloud, Security/GRC, Data/CMDB, PMO/SPM), reinforcing engineering discipline, quality, and accountability.
  • Manage vendor relationships and augment capacity with partners as needed; steward budget aligned to value and risk.
  • Partner closely with the Platform Architect on instance and environment strategy (prod/sub‑prod topology, cloning and data masking, drift controls, Store app governance, and domain separation where applicable).
  • Implement CI/CD pipelines with segregation of duties, code review, static analysis/linting, and automated test gates (ATF smoke/regression baselines per domain) to increase change quality and speed.
  • Govern release and deployment processes (calendar, approvals, rollback criteria, evidence) in partnership with Change/PMO; ensure repeatable upgrade waves with minimal disruption.
  • Drive performance, availability, and resilience through SRE practices (end‑to‑end observability, meaningful SLOs and error budgets, capacity planning); own L3/L4 incident/problem management and blameless post‑mortems.
  • Enforce platform security and compliance (secure SDLC, encryption and key management, access models/SoD, vulnerability and patch posture, audit readiness).
  • Set design standards, coding conventions, reuse patterns, and review processes; maintain a blueprint/reference architecture library and enforce adherence through automated and manual checks.
  • Ensure strong CSDM and CMDB alignment (data model ownership, discovery/service mapping integrations, data quality KPIs) to underpin reporting, automation, and resilience.
  • Establish guardrails for citizen development and App Engine usage (data, security, and performance boundaries; certification/publishing workflow; monitoring and supportability).
  • Standardize integration patterns (API/event contracts, idempotency/retry, IntegrationHub strategy and spoke lifecycle, MID server posture) and monitor for drift.
  • Engage regularly with VP‑level business and technology leaders; present platform strategy, investment tradeoffs, risk posture, and roadmap to executive steering bodies.
  • Translate complex technical topics into clear narratives and visuals for non-technical audiences; influence outcomes through evidence, options, and impact framing.
  • Partner with product owners to co‑create roadmaps that balance speed, scalability, and sustainability; unblock decisions via clear standards and exception handling.
  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field; Master’s preferred.
  • 10+ years working with enterprise platforms, including 5+ years leading ServiceNow at scale in complex, global environments; several years as a lead architect or platform owner, preferably with direct people management.
  • Proven leadership of platform engineering and operations: multi‑instance/multi‑environment strategy, CI/CD, automated testing (ATF), release and deployment, upgrades, observability/SLOs, incident/problem management.
  • Deep knowledge of key ServiceNow products and platform capabilities (e.g., ITSM, ITOM, HRSD, CSM, FSM, App Engine/Workspaces, IntegrationHub, MID).
  • Demonstrated experience with CSDM and CMDB strategy and data quality; alignment of platform architecture to enterprise architecture.
  • Hands‑on governance of design standards, coding conventions, reuse patterns, review processes, and citizen development guardrails.
  • Strong security and compliance acumen (access models/SoD, encryption, secure SDLC) and experience producing audit‑ready evidence.
  • Executive‑level communication and storytelling skills; ability to simplify complex topics and drive alignment among senior stakeholders.
  • Relevant ServiceNow certifications (e.g., CIS across domains, CAD; architect‑level such as CTA a strong plus); ITIL; SAFe/Agile credentials.
  • Experience operating a global or large‑scale ServiceNow footprint across multiple regions/time zones, with significant internal and external user populations.
  • Familiarity with common CI/CD tooling and practices for ServiceNow (e.g., App Repo, GitHub/GitLab/Azure DevOps, static analysis, automated quality gates) and with performance engineering at scale.
  • flexible time off
  • wellness resources
  • company-sponsored team events
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