Senior Director of Site Reliability Engineering

Position overview 

ServiceNow is seeking a Senior Director of Site Reliability Engineering to build and lead a world-class SRE organization across our observability and control plane product portfolios. You will architect reliability programs that span internal platforms and commercial products establishing SRE culture practices and tooling from the ground up. 

This is a program-building role. You will define SRE strategy set operational standards build teams (starting from scratch or scaling existing pockets) and drive measurable people and organizational transformation. You will report to the VP of Engineering and partner with product platform and infrastructure leaders across multiple business units. 

Key responsibilities 

Program building & strategy 

• Build an SRE program from the ground updefine charter operating model hiring strategy and multi-year roadmap 

• Establish SRE principles practices and standards across observability products (OODP metrics alerting) and control plane offerings 

• Create unified reliability frameworks that work for both internal-facing and customer-facing systems 

• Design SRE on-call rotations incident response processes and blameless postmortem culture 

Team leadership & people transformation 

• Build and scale an SRE team from existing base across observability and control plane domains 

• Design hiring criteria and interview processes that attract high-caliber SREs with platform and reliability expertise 

• Create mentorship and career development paths; foster SRE culture and continuous learning 

• Drive organizational transformation: shift product and infrastructure teams toward reliability-first mindsets 

• Establish clear SRE career levels expectations and growth frameworks 

Reliability & operational excellence 

• Define SLOs SLIs and error budgets for observability and control plane products; operationalize them 

• Build AI native toil reduction initiatives; automate repetitive operational work across SRE and product teams 

• Own incident management: design escalation policies postmortem practices and continuous improvement loops 

• Partner with platform/infrastructure teams to improve reliability infrastructure (CI/CD deployment systems monitoring) 

• Establish reliability metrics dashboards and reporting for leadership visibility 

Cross-functional alignment 

• Partner with product teams to embed SRE thinking in design and development of new features 

• Work with observability leadership on internal vs. commercial product strategytailor SRE programs accordingly 

• Collaborate with customer success and support on customer-facing reliability; define SLA/SLO communication 

• Partner with infrastructure and platform teams on shared services runbooks and operational tooling 

• Engage with security and compliance on reliability-related governance and risk 

Qualifications :

Required qualifications 

• 12 years of experience in SRE platform engineering or reliability engineering at scale 

• 5 years in leadership roles (director or principal engineer) managing SRE or reliability teams of 10 engineers 

• Demonstrated track record building SRE programs from scratch or scaling immature programswith measurable business impact 

• Strong evidence of driving people and organizational transformation; ability to shift culture from reactive to proactive reliability 

• Deep expertise in SRE practices: SLOs error budgets blameless postmortems on-call design toil reduction 

• Hands-on experience with observability platforms (metrics logging tracing alerting) 

• Experience operating both internal platforms and commercial products (SaaS) 

• Comfort with the messy reality of multi-team multi-product environmentsability to establish standards and drive adoption 

Preferred qualifications 

• Experience with control plane architectures or platform-as-a-service systems 

• Background building SRE programs in hybrid or multi-cloud deployments 

• Track record of mentoring and developing other SRE/platform leaders 

• Familiarity with chaos engineering reliability testing or resilience frameworks 

• Open-source contribution or thought leadership in SRE community 

Core competencies 

Program building 

• Ability to define a charter secure stakeholder buy-in and execute a multi-year strategy from concept to maturity 

• Comfortable with ambiguity and building in greenfield environments 

People transformation 

• Proven ability to shift organizational mindsetsmaking reliability a shared responsibility not just an SRE function 

• Strong coaching and mentorship instincts; creates environments where people grow 

• Excellent communication skillsable to articulate reliability concepts to engineers product managers and executives 

Technical depth 

• Hands-on SRE expertise; can code debug and architect solutions alongside the team 

• Deep understanding of observability monitoring and telemetry infrastructure 

• Familiarity with multiple deployment models cloud platforms and operational challenges 

Operational leadership 

• Data-driven decision making; comfortable with SLOs metrics and evidence-based practices 

• Cross-functional influencing; ability to drive change without direct authority 

• Bias toward action and iterationcomfort making decisions with incomplete information 

What we offer 

• Competitive salary and equity package 

• Comprehensive health wellness and retirement benefits 

• Unlimited PTO and flexible work arrangements 

• Leadership coaching and executive development 

• The opportunity to build a world-class SRE organization and shape reliability culture across critical product lines 

JV20

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 religion sex sexual orientation national origin age disability gender identity  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