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ServiceNow is seeking a Director of Software Engineering to lead the Workplace engineering pillar within the CRM & Industry Workflows (CRM&I) organization. You will own Workplace Service Delivery and its adjacent integrations with Customer Service Management (CSM) and Field Service Management (FSM), building employee and customer-facing experiences that handle millions of service interactions across enterprise customers.
This role is distinct from traditional engineering director positions due to its AI-native mandate. You will build and lead an organization that operates as an AI-native engineering system, where engineers work as architects and verifiers rather than traditional individual contributors. Engineers will decompose problems into agent-sized tasks, curate context for reliable agent output, and own verification harnesses ensuring correctness at scale.
You will report to the Senior Director of CRM&I Engineering and work closely with Workplace product management, platform engineering, and senior stakeholders to shape and deliver the Workplace roadmap for the next three to five years.
Key responsibilities include:
- Leading and developing 2-3 engineering managers who coach teams in AI-native practices
- Modeling and scaling the shift from implementation-speed metrics to judgment metrics (specification quality, architectural soundness, verification rigor)
- Cultivating a culture where engineers own correctness of output whether produced by humans or agents
- Partnering with product and UX to define and execute the Workplace Service Delivery roadmap
- Translating ambitious product goals into precise, testable specifications for engineers and AI agents
- Designing verification and guardrail harnesses (automated tests, evaluation suites, CI/CD gates) for reliable agent output
- Overseeing context engineering across teams (instruction files, architectural decision records, golden examples)
- Owning AI reliability in production (monitoring hallucinations, behavioral drift, safety regressions)
- Setting standards for enterprise-grade software quality and security
- Championing security practices specific to AI-integrated systems (prompt injection defense, data leakage controls, tool-access governance)
- Mentoring and growing engineering managers and senior engineers
Qualifications:
- 15+ years of experience designing and shipping scalable enterprise software products with significant time in technical leadership roles
- Demonstrated track record building and leading engineering teams that have delivered production systems using AI-native methods (agentic coding tools, AI-assisted workflows, autonomous agent architectures)
- Experience in CRM, ITSM, workplace service delivery, or related enterprise domains (preferred)
- Hands-on experience designing and operating autonomous agent systems (planning loops, dynamic tool invocation, memory management, execution policies, multi-agent collaboration)
- Skill in context engineering: designing information models, retrieval systems, vector databases, long-term memory frameworks
- Experience building guardrail systems for reliable agent output at scale (property-based tests, evaluation suites, CI/CD gates, provenance controls)
- Ability to develop measurable frameworks for AI evaluation (benchmarks, golden datasets, continuous evaluation pipelines, drift detection)
- Working knowledge of AI-specific security risks (prompt injection, data leakage, tool-access governance, model abuse)
- Strong written and verbal communication with product, platform, and executive stakeholders
- Ability to manage competing priorities and make decisions under uncertainty
- Experience with forward deployed engineering (FDE) engagements and customer-embedded delivery
- Ability to translate customer context into product decisions
- Executive and technical credibility with customers
- Strong command of data structures, algorithms, system design, and modern software development practices
- Solid data modeling background (relational and otherwise)
- Proficiency with AI/ML fundamentals (model training, evaluation, embeddings, LLM failure modes)
- Preferred: ServiceNow platform experience, multi-tenant SaaS architecture, agentic systems in regulated/compliance contexts, distributed engineering leadership, direct FDE leadership experience
