VP Engineering, ITSM and Data Foundation

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity. IT Service Management (ITSM) and Data Foundation are at the heart of our product strategy, driving innovation and seamless service delivery for customers globally. With Generative AI (GenAI) now playing a pivotal role in the ITSM space, we are seeking a dynamic, results-driven Vice President of Engineering to lead these critical teams, helping fuel the next phase of growth and technological leadership.

The Vice President of Engineering for ITSM and Data Foundation will provide strategic leadership, innovation, and execution of product development in these areas. You will be responsible for overseeing the development and integration of GenAI technologies to enhance ITSM products while ensuring that our data foundation is designed for scale and performance. This role will require close collaboration with cross-functional teams, including Product Management, Customer Success, and other Engineering divisions, to ensure the delivery of high-quality, scalable solutions that address customer needs and market demands.

We are looking for a visionary technical leader with deep experience in GenAI and a strong background in building data platforms that can handle large-scale, real-time data. Your ability to lead, inspire, and mentor high-performing teams will be crucial to our success in this area.

What you get to do in this role:

Leadership & Strategy :

Set the vision and strategy for the ITSM and Data Foundation engineering teams, particularly focusing on leveraging GenAI technologies to enhance our product capabilities.

Drive innovation and technical excellence, ensuring that we remain at the forefront of cutting-edge technologies and industry trends.

Build and nurture a high-performing engineering organization, developing leadership at every level and fostering a culture of accountability, innovation, and continuous improvement.

Act as a trusted partner to executive leadership and cross-functional stakeholders, influencing company strategy and business direction.

Product & Technology Ownership :

Oversee the design, development, and delivery of core ITSM products, including the integration of Generative AI solutions that enhance automation, insights, and efficiency for customers.

Ensure that the data foundation is designed for scale and performance, capable of handling large volumes of real-time data with complex modeling and processing requirements.

Lead initiatives to leverage AI/ML and data insights to offer greater intelligence, prediction, and automation capabilities within the ITSM space.

Collaborate closely with Product Management to influence and prioritize the product roadmap based on customer feedback, market trends, and technological advancements.

Execution & Delivery :

Own the end-to-end development lifecycle for ITSM and Data Foundation products, ensuring timely delivery of features and functionality with high quality.

Implement best practices for engineering processes, continuous integration/continuous delivery (CI/CD), and agile methodologies to improve productivity and development velocity.

Monitor performance, scalability, and reliability of products, proactively identifying risks and implementing robust solutions to address them.

Drive customer-centric innovation by ensuring deep understanding of customer needs and feedback is incorporated into product development.

Talent Development :

Attract, retain, and develop top engineering talent, providing mentorship and growth opportunities to team members.

Promote an inclusive and collaborative environment that celebrates diversity of thought, creativity, and expertise.

Foster cross-team collaboration within engineering and other departments to drive shared success.

To be successful in this role you have:

Engineering Experience :

15 years of engineering experience with at least 8 years of leadership experience, including managing large, distributed engineering teams.

Proven track record of scaling enterprise software platforms, with deep experience in GenAI, ITSM, data infrastructure, or other enterprise-grade systems.

Expertise in Generative AI technologies, with a demonstrated ability to integrate AI/ML models into enterprise products for enhanced automation and intelligence.

Experience managing and building data foundation platforms that handle large-scale, real-time data processing, with deep expertise in performance optimization and complex modeling.

Strong understanding of modern software engineering practices (CI/CD, agile, microservices, cloud-native architecture).

Demonstrated success in driving technical innovation, particularly in AI/ML applications, big data, and real-time data insights.

Leadership Experience :

Strong leadership presence with the ability to inspire, align, and empower engineering teams toward shared goals.

Exceptional decision-making, prioritization, and problem-solving skills, with a focus on balancing speed with quality.

Demonstrated ability to work cross-functionally with product, design, and business teams to influence and deliver on shared objectives.

Technical Skills :

Expertise in GenAI, AI/ML, and data-driven product development.

Deep technical knowledge of IT Service Management tools and frameworks.

Experience with data engineering, data lakes, and real-time analytics platforms.

Familiarity with cloud-native platforms such as AWS, Azure, or GCP and containerization technologies like Kubernetes and Docker.

Communication Skills

Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.

Proven ability to influence and collaborate across multiple departments and levels of leadership.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $274,100 – $465,900, 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. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) .

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or 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 talent.acquisition@servicenow.com 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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