Director Systems Engineering (ServiceNow SME)

DTCC • Jersey City, NJ

11h • Hybrid

About The Position

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Being a member of IT Enterprise Arch Data & Corp Tech team, the Director of Systems Engineering (ServiceNow Platform) is a senior technology leader accountable for engineering delivery, platform reliability, and operational excellence across the enterprise ServiceNow ecosystem. This role leads teams responsible for end-to-end delivery and run operations—including analysis, design, build, integration, testing, implementation, and production support—across key platform capabilities such as CMDB, ITSM, ITAM, ITOM, ITBM and DevSecOps. The Director partners closely with Architecture, Cloud Engineering, SRE, Application Engineering, Operations, Cyber, and Product teams to advance automation and AI-enabled capabilities, improve data quality and governance, and strengthen platform resiliency.

Requirements

• Minimum of 10 years of ServiceNow experience, including 4+ years of people management.
• Bachelor’s degree preferred and/or equivalent experience.
• ServiceNow Certified Developer (CAD) (required)
• ServiceNow Certified Technical Architect (CTA) (required)
• ServiceNow platform depth: Deep hands-on experience with the ServiceNow platform and ecosystem, including strong understanding of core modules and supporting tools.
• Enterprise platform engineering leadership: Proven experience scaling platform engineering teams and delivering enterprise-wide capabilities; strong program/project leadership for large-scale transformation.
• Operational excellence & resiliency: Experience operating in regulated, mission-critical environments; strong understanding of resiliency, CMDB, and enterprise infrastructure/cloud platforms.
• Business, communication & influence: Strong financial acumen and analytical/problem-solving skills; excellent communication and influencing ability across cross-functional teams; proven ability to navigate complex organizational dynamics and drive change.
• Domain knowledge: Knowledge of DTCC businesses and capital markets domains.
• Executive Presence: Consistently demonstrates the values, shows composure under pressure and maintains high professional standards in all situations. Result oriented and outcome driven.
• Inclusive Leadership: Values individuals and embraces diversity by integrating differences and promoting diversity and inclusion across teams and functions.
• Strategic Thinking: Effectively translates the vision into specific business objectives, thinks of different ways to do things and through all angles to provide insights and develop strategies that guide future decisions.

Responsibilities

• Establish the strategy and future-state roadmap for the ServiceNow platform, aligned to enterprise priorities and stakeholder needs.
• Establish OKRs and be accountable for measurable delivery, operational, and governance outcomes.
• Own the engineering lifecycle for delivering capabilities to stakeholders, including analysis, design, build, automation, DevSecOps CI/CD integration, testing, release, operations, and production support.
• Continuously improve delivery practices and software quality through modern engineering standards, automation, and disciplined release management.
• Establish and lead a robust operations function with improved production stability, clear KPIs, and transparent reporting.
• Uplift platform resiliency and scalability to ensure solutions are secure, cloud-ready, and support both legacy and modernized environments.
• Support major incident analysis and continuous improvement through RCA and post-incident reviews.
• Establish CMDB data governance with a focus on maintaining the highest data quality, integrity, and auditability.
• Lead engineering and operations teams responsible for the ServiceNow platform ecosystem across key modules and capabilities.
• Drive an automation-first engineering culture with a focus across ServiceNow modules to improve speed, quality, and operational efficiency.
• Identify opportunities to leverage AI/ML and AIOps capabilities to reduce noise, detect anomalies, and enable predictive insights.
• Partner with stakeholder groups across the organization to deliver the best platform experience and business value.
• Provide clear, outcome-focused updates to executive leadership on platform health, risks, delivery progress, and value realization.
• Build, mentor, and retain high-performing systems engineering teams across onshore and offshore models.
• Set clear goals, accountability, and career development paths aligned to modern engineering practices.
• Foster a culture of ownership, craftsmanship, and operational accountability.

Benefits

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree