Director of Reliability & Service Enablement

ServiceNow; Santa Clara (CA); On-site; USD 260,000 - 360,000; Full time

Benefits offered by this job

Generous family leave

Matched donations

Annual learning stipends

Flexible PTO

Competitive retirement plan

Paid volunteer time

Job summary

ServiceNow seeks a Director of Site Reliability Engineering to lead the next phase of reliability transformation as the company modernizes toward a cloud-agnostic, cloud-ready production platform.

The role owns the SRE operating model across reliability engineering, service enablement, service registry, SLIs/SLOs, governance, automation, AI-enabled operations, and production readiness, while guiding a global engineering organization.

Qualifications

• 12+ years of leadership in SRE, Production/Platform engineering, or large-scale distributed systems.
• Experience modernizing across AWS, Azure, and/or GCP.
• Proven ability to influence executives and cross-functional teams.
• Strong knowledge of SLIs/SLOs, error budgets, observability, incident management, reliability governance, and on-call practices.

Responsibilities

• Define and execute the SRE strategy and operating model across reliability engineering, service enablement, observability, automation, incident learning, and production readiness.
• Lead a global organization of engineering managers, technical leaders, and SREs.
• Establish enterprise reliability standards for service ownership, tiering, golden signals, SLIs/SLOs, error budgets, alerting, on-call practices, and service health reviews.
• Drive automation and self-service platforms to reduce toil and enable proactive maintenance.
• Collaborate with product/platform teams to design, launch, and operate reliable services throughout the production lifecycle.
• Lead incident response and blameless postmortems to drive lasting improvements.

Skills

Leadership

SRE

Automation

Observability

Incident management

AI-enabled ops

Cloud infrastructure

Kubernetes

Education

Bachelor's degree

Master's degree

PhD

Tools

Backstage

CMDB

Kubernetes

Infrastructure as Code

Job description

ServiceNow seeks a Director of Site Reliability Engineering to lead the next phase of reliability transformation as the company modernizes toward a cloud-agnostic, cloud-ready production platform.

The role owns the SRE operating model across reliability engineering, service enablement, service registry, SLIs/SLOs, governance, automation, AI-enabled operations, and production readiness, while guiding a global engineering organization.