Director of Engineering, HR Service Delivery

What you get to do in this role:

01 / Mission & Impact

At ServiceNow, we are building the single, unified intelligent platform that runs the modern enterprise. HR Service Delivery is the engine that transforms employee lifecycle management from manual, distributed overhead into autonomous, AI-driven workflows. We believe the future of HR technology isn't more people managing more systems. It's fewer, smarter people operating smaller teams enabled by generative and agentic intelligence.

As the Director of Engineering, HR Service Delivery, you will establish a new operational model for how engineering teams scale their impact through AI and automation. Your mandate is to reduce the organizational footprint required to operate and evolve HRSD while simultaneously expanding what the product can do. You'll prove this model works on a focused scope, then grow into a bench leader for a broader engineering area.

This requires both technical depth and strategic clarity. You'll architect end-to-end automation across the engineering process itself, from defect detection through complete pull requests. You'll translate complex AI concepts into scalable, production-ready systems. And you'll build a team culture that balances velocity with engineering rigor, where automation increases quality rather than just speed.

02 / Core Responsibilities

Engineering Efficiency & AI Automation (50%)

Design and execute a comprehensive automation strategy for your engineering organization. This spans defect identification and triage through code review and pull request generation. Evaluate where AI can genuinely reduce work without sacrificing oversight, and where human judgment remains critical.

Build the infrastructure for AI-assisted development: integrating LLM tooling into your development pipeline, establishing monitoring and validation loops, and creating feedback mechanisms so the team continuously improves the automation itself.

Measure relentlessly. Track engineering velocity, defect rates, time to resolution, and team satisfaction. Use productivity gains to fund new capabilities and expand into adjacent areas. The goal is reinvestment, not cost extraction.

Product Leadership & Strategic Scope (40%)

Own the HRSD product roadmap and technical architecture. Start with a tightly defined scope and use it to establish product-market fit and team credibility. As you prove the model works, expand into adjacent areas within HR Service Delivery.

Lead cross-functional partnerships. Work with product management to translate market needs into engineering roadmap priorities. Collaborate with customer success to understand where automation creates the most value for customers.

Partner deeply with Design. You'll shape how users experience the product. Work with the design team to translate technical capabilities into intuitive workflows, ensure product decisions are grounded in both feasibility and user need, and foster a shared language between engineering and design about trade-offs. Strong design thinking is how lean teams ship products users actually want to use.

Establish technical standards and cultural norms. Define what good looks like for code quality, testing rigor, and AI system governance. Instill confidence that automation makes the product safer and more reliable, not faster and more brittle.

Organizational Leadership & Growth (10%)

Build and lead a team of 8-12 engineers. Hire for potential and rigor; invest in their growth. As you expand, mentor new engineering managers and share the playbook for lean, AI-enabled teams across the broader engineering organization.

Department: Engineering, Infrastructure and Operations
Function: Engineering
Experience Level: Not Applicable