Director, Software Engineering Management

Company Description
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.
Job Description
Team
The Connected Customer Experience (CCx) organization builds CRM products that power the post-sales journey, helping customers adopt, learn, and succeed with ServiceNow.If you're passionate about technology, architecture, data platforms, and emerging technologies and love leading teams that innovate with purpose, this is the opportunity for you.
As Director, Software Engineering for Data Platform, Architecture & Technology, you'll lead teams driving architectural excellence, customer intelligence, and technology innovation across the CCx portfolio.
This role leads three core charters:

• Architecture: Define standards, frameworks, and patterns that ensure scalability, consistency, and innovation across products such as Developer Portal, ServiceNow University, MyNow, and the Customer Success Platform.
• Customer Journey Data Platform: Build a unified data foundation connecting customer signals, enabling insights, and powering AI-driven experiences.
• Incubation Center: Explore and operationalize emerging technologies-including Generative, Predictive, and Agentic AI-to accelerate innovation across CCx.

You'll collaborate with Product, Design, Platform, and Industry teams to shape the technology roadmap, build reusable foundations, and bring new ideas to life that enhance the post-sales experience.
What you get to do in this role:

• Lead teams delivering the CCx technology strategy across Architecture, Data Platform, and Emerging Tech.
• Build and evolve the Customer Journey Data Platform integrating multiple CCx products, ensuring governance, model consistency, and AI-powered insights.
• Establish architectural frameworks, APIs, and design patterns for reuse, interoperability, and performance.
• Partner with Product and UX to align innovation with customer outcomes.
• Guide the Incubation Center to scout, prototype, and validate emerging technologies-Generative, Predictive, and Agentic AI, automation, and next-gen experience frameworks-and scale successful concepts.
• Mentor engineering managers, architects, and senior engineers to strengthen CCx's technical leadership.
• Drive architecture reviews, deep dives, and data platform strategy sessions.
• Foster a culture of innovation, excellence, and continuous learning.
• Represent CCx Architecture & Technology in cross-organizational forums, collaborating with platform, AI, and industry workflow teams.

Qualifications
To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 15+ years in enterprise software development, architecture, and leadership, including managing multiple teams or managers.
• Proven success designing scalable systems and leading architectural transformations across large portfolios.
• Expertise in data architecture-unified data models, governance, pipelines, and modern platforms (e.g., Snowflake, Databricks).
• Experience delivering data-driven systems that enable insights and AI/ML use cases (Generative, Predictive, Agentic AI).
• Deep knowledge of distributed systems, APIs, integration patterns, and enterprise SaaS design.
• Hands-on technical acumen to lead design reviews and guide high-level decisions.
• Experience leading innovation or incubation programs exploring emerging technologies.
• Strong communication and collaboration skills with the ability to align diverse stakeholders.
• Passion for building platforms that improve the post-sales journey and deliver business impact.

Good to Have:

• Experience in CRM, customer experience, or customer success domains.
• Background leading architecture or technology strategy for large-scale SaaS ecosystems.
• Proven success operationalizing Generative, Predictive, or Agentic AI in production.
• Contributions to patentable ideas or forward-looking technology research.

Additional Information
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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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 [email protected] 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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.