Director, Software Engineering Management

Team

The Connected Customer Experience (CCx) organization builds CRM products that power the post-sales journey helping customers adopt learn and succeed with youre 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 youll 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 technologiesincluding Generative Predictive and Agentic AIto accelerate innovation across CCx.

Youll 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 technologiesGenerative Predictive and Agentic AI automation and next-gen experience frameworksand scale successful concepts.
• Mentor engineering managers architects and senior engineers to strengthen CCxs 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 AIs 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 architectureunified 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 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 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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Remote Work :

No

Employment Type :

Full-time