Senior Technical Director, AI Adoption & Escalations

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

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