Product Success Technical Director

ServiceNow; Massachusetts; On-site; USD 199,000 - 348,000; Full time

Benefits offered by this job

Health plans

401(k) plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow seeks a senior technical leader to own the most challenging agentic escalations and provide authoritative architectural guidance across AI adoption efforts. You will coordinate across Product, Engineering, and field teams to ensure reliable, governable AI deployments at scale.

The role demands executive-level communication, deep technical fluency with Now platform components, and a proven track record in turning complex customer engagements into reusable patterns that accelerate

Qualifications

• 15+ years in technical leadership spanning enterprise architecture, complex solution delivery, and/or customer-facing escalation resolution.
• Deep hands-on expertise architecting and troubleshooting production AI/agentic systems: LLM integration, RAG, multi-agent orchestration, prompt and guardrail design, and reliability/evaluation.
• Demonstrated success owning and resolving high-severity, executive-visible customer escalations.
• Strong executive presence, with the ability to rebuild customer trust and lead a room during a crisis.
• Proven ability to influence without authority across Product, Engineering, field, and customer executive stakeholders.
• A track record of turning complex engagements into reusable frameworks, playbooks, or reference architectures.

Responsibilities

• Own the hardest agentic escalations, resolving the most complex, high-visibility issues.
• Lead cross-functional resolution efforts, aligning account teams, Product, and Engineering under a single technical plan.
• Serve as the calm, credible technical voice with customer executives when confidence in an AI deployment is on the line.
• Provide consulting-grade technical architecture across Now Assist, AI Agents, and related components.
• Advise customers and field teams on best-practice patterns to de-risk agentic adoption before production."
• Set the architectural direction for reliable, governable agentic AI at enterprise scale.
• Elevate team technical excellence and mentor engineers toward a higher standard.
• Close the loop to Product by feeding structured input from escalations to improve roadmap.
• Partner with Product and Engineering to stress-test capabilities and shape the roadmap.

Skills

Root-cause diagnosis

Agentic AI architectures

Executive communication

Escalation playbooks

Coaching teams

ServiceNow values

Tools

Now Assist

AI Agents

Virtual Agent

Now Assist Skill Kit

Job description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

This role is an individual contributor position.

Team

AI Adoption Engineering is the delivery engine that turns ServiceNow's AI investments into live, referenceable customer outcomes. We are the front line for resolving the most complex agentic AI escalations across our install base. This is where agentic AI meets production reality—stabilizing at-risk go-lives, hardening deployments, and turning hard-won field learnings into reusable patterns that scale.

Why This Role Matters

Enterprises are moving agentic AI from compelling demos into production, and the hardest problems surface exactly at go-live: reliability, orchestration, grounding, and governance. When a strategiccustomer'sagentic deployment is at risk, someonehastoown that moment—diagnose root cause, make the right architectural call under pressure, restore executive confidence, and get thecustomer togreen.

AsProduct Success Technical Director – AI Adoption Engineering, you are the senior technical authority for agentic escalations and the architecture consulting that prevents them. You sit at the intersection of our most demanding customer situations, our platform's agentic capabilities, and the field patterns thatdeterminewhether AI adoption sticks.

This role is built for asenior, customer-credible technical leaderwho can hold the room in a crisis, make sound architecture decisions in real time, elevate the team's technical bar, and remain hands-on enough to debug agentic systems in production.

Who You Are

You are a seasoned technical architect and escalation leader who stays calm under fire. You build trust with customer executives quick, cut to root cause fast, and turn ambiguous, high-pressure situations into stabilized outcomes and reusable assets. You are deeply fluent in both the ServiceNow platform and modern agentic AI, and you elevate the people around you throughexpertiseand execution rather than authority.

Your strengths include:

• Root-cause diagnosis and resolution of complex, production agentic AI systems
• Designing resilient agentic architectures (LLM integration, RAG, multi-agent orchestration, guardrails, and governance)
• Executive communication and trust-rebuilding during high-stakes escalations
• Codifying escalation playbooks, reference architectures, and diagnostic tooling that scale beyond any one person
• Coaching and elevating technical teams
• You embody ServiceNow values:
• Wow ourCustomers Win as a Team Stay Hungry and Humble Create Belonging

WhatYou’llDo

• Own the Hardest Agentic Escalations
• Front and resolve the most complex, highest-visibility agentic AI escalations across the install base, owning path-to-green for at-risk and RED go-lives.
• Lead cross-functional resolution efforts, aligning account teams, Product, and Engineering under a single technical plan.
• Serve as the calm, credible technical voice with customer executives when confidence in an AI deployment is on the line.
• Provide Consulting-Grade Technical Architecture
• Design andvalidateagentic solution architectures spanning Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding, integrations, and guardrails/governance via AI Control Tower.
• Advise customers and field teams on the best-practice patterns that de-risk agentic adoption before problems reach production.
• Set the architectural direction for how we deliver reliable, governable agentic AI at enterprise scale.
• Elevate Team Technical Excellence
• Set the technical bar for the team's escalation and architecturework, andmentor engineers toward that bar.
• Codify reusableescalationplaybooks, reference architectures, and diagnostic tooling so hard-won solutions become repeatable capability, not tribal knowledge.
• Raise team standards for reliability, reuse, executive-grade communication.
• Close the Loop to Product
• Act as a strategic conduit between field escalations and Product/Engineering.
• Convert escalation patterns and architecture gaps into structured, prioritized input that hardens agentic capabilities before they become the next escalation.
• Partner with Product and Engineering to stress-test emerging capabilities and shape roadmap where reliability and governance are decisive for adoption.

What Success Looks Like

• Customer Impact:Strategic customer engagements result in measurable outcomes, referenceable wins, and reusable assets.
• Team Growth:AI Futures team membersdemonstrateimproved storytelling, customer fluency, demo quality, and execution consistency.
• Reusable Value:Demos, frameworks, and patterns influenced by this role see broad adoption across field teams, SCs, and customer pilots.
• Product Influence:Customer-driven insights lead to platform improvements, roadmap shifts, or feature hardening prior to GA.
• Trusted Technical Advisor:Customers, field teams, PM, and Engineering view you as a credible and dependable leader who bridges invention and adoption.

To be successful in this role, you have:

• 15+ years in technical leadership spanning enterprise architecture, complex solution delivery, and/or customer-facing escalation resolution.
• Deep, hands-onexpertisearchitecting and troubleshooting production AI/agentic systems: LLM integration, RAG, multi-agent orchestration, prompt and guardrail design, and reliability/evaluation.
• Demonstrated success owning and resolving high-severity, executive-visible customer escalations.
• Strong executive presence, with the ability to rebuild customer trust and lead a room during a crisis.
• Proven ability to influence without authority across Product, Engineering, field, and customer executive stakeholders.
• A track recordof turning complex engagements into reusable frameworks, playbooks, or reference architectures.

Preferred Qualifications

• Deep ServiceNow platformexpertise(Now Assist, AI Agents, Virtual Agent, Now Assist Skill Kit, AI Control Tower) or comparable enterprise SaaS depth.
• Experience standing up or scaling an escalation, go-live, or technical SWAT function.
• Familiarity with agentic governance, observability, and evaluation frameworks.
• Multi-region or global delivery experience.

For positions in this location, we offer a base pay of $199,100 - $348,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, and 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 [e-mail] 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