Sr. Director, SRE Platform Engineering

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management Docusign unleashes business-critical data that is trapped inside of documents. Until now these were disconnected from business systems of record costing businesses time money and opportunity. Using Docusigns Intelligent Agreement Management platform companies can create commit and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

The Senior Director SRE Platform Engineering is a senior engineering leader responsible for bringing production-grade engineering rigor to Docusigns internal employee services this role you will pivot our internal operations from a traditional IT Ops model to a modern Platform Engineering model. You will own the technical vision for our IT Service Management (ITSM) and Site Reliability Engineering (SRE) capabilities applying the same standards of reliability scalability and code quality to internal tools that Docusign applies to its customer-facing products. You will lead teams that deliver secure AI-driven and intuitive experiences that enable a modern SaaS enterprise.

This position is a people manager role reporting to the GVP Global Infrastructure and Operations.

Responsibility

• Define and drive a multiyear technical roadmap that treats internal services as products and Docusign employees as customers

• Champion a software-engineering mindset for ITSM moving away from manual ticket management toward self-healing systems and API-first workflows

• Partner closely with Product Engineering Security Data and Enterprise Applications to ensure internal platforms integrate seamlessly with the broader Docusign ecosystem

• Transform the ITSM ecosystem (centered on ServiceNow today) into a first-class engineering product

• Escape the GUI: Drive an Infrastructure as Code (IaC) approach to ITSM configuration and workflow automation reducing reliance on manual point-and-click administration

• Design and deliver robust integrations and instrumentation between internal services and external SaaS providers using modern event-driven architectures

• Establish strong engineering practices (CI/CD unit testing code review documentation) across the ITSM and SRE teams.

• Lead SRE teams accountable for the reliability performance and availability of critical internal services (e.g. collaboration tools support portals core finance/business systems)

• Implement SRE best practicesSLOs/SLIs Error Budgets and Capacity Planningto ensure internal systems meet the demands of a fast-moving global workforce

• Evolve incident response into a highly automated function utilizing data-driven detection and automated remediation to minimize Mean Time to Recover (MTTR)

• Own the observability strategy for internal services ensuring we have rich telemetry to debug complex cross-platform integration issues

• Architect the Zero-Touch Support Model: Partner with AI teams to embed GenAI into employee journeys (virtual agents intelligent routing proactive error resolution)

• Drive self-service adoption by reducing friction; measure success not just by ticket volume reduction but by time given back to the business

• Define and track metrics that quantify the impact of automation on employee productivity and operational efficiency

• Build lead and mentor a high-performing diverse team of Software Engineers SREs and Technical Product Owners

• Set clear Objectives and Key Results (OKRs) that align technical reliability with business velocity

• Foster a culture of blameless post-mortems and continuous learning ensuring that every incident results in a permanent system improvement

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a positions job designation depending on business needs and as permitted by local law.

Basic

• 15 years in Software Engineering Platform Engineering or SRE roles including 5 years in senior technical leadership (Director or above)

• Experience treating internal infrastructure as code

• Comfortable leading teams that write code not just configure tools

• Experience owning and evolving Enterprise Service Management platforms (e.g. ServiceNow JSM) or a strong track record of building Internal Developer Platforms (IDP) at scale

• Background in building and operating distributed systems on AWS Azure or GCP

• Demonstrated success implementing SRE practices (SLOs Error Budgets) in complex environments

• Track record of integrating disparate SaaS and enterprise systems in a secure scalable way

Preferred

• Experience at a high-growth SaaS or product company (e.g. experience with You Build It You Run It cultures)

• Experience embedding AI/GenAI into operations or support workflows

• Familiarity with ITIL frameworks but with the ability to pragmatically adapt them to modern DevOps/Agile methodologies.

• Have a vision for how AI and Engineering can reinvent the status quo of Corporate IT

• Product mindset focusing on the User Experience (UX) of the employee ensuring internal tools are as delightful as consumer products

• Demonstrated success making decisions based on metrics and experimentation not intuition

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge skills and experience.

Based on applicable legislation the below details pay ranges in the following locations:

California: $202800.00 - $327625.00 base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Working here

Docusign is committed to building trust and making the world more agreeable for our employees customers and the communities in which we live and work. You can count on us to listen be honest and try our best to do whats right every day. At Docusign everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed to be heard to exchange ideas openly to build lasting relationships and to do the work of their life. Best of all you will be able to feel deep pride in the work you do because your contribution helps us make the world better than we found it. And for that youll be loved by us our customers and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation or a religious accommodation during the application process please contact us at .

If you experience any issues concerns or technical difficulties during the application process please get in touch with our Talent organization at for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska Hawaii Maine Mississippi North Dakota South Dakota Vermont West Virginia and Wyoming.

Its important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience skill aptitude and a can-do approach. We will not discriminate based on race ethnicity color age sex religion national origin ancestry pregnancy sexual orientation gender identity gender expression genetic information physical or mental disability registered domestic partner status caregiver status marital status veteran or military status or any other legally protected category.

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