Director of Engineering, HR Service Delivery
Job Description
About the Role
ServiceNow is seeking a Director of Engineering to lead the architecture, delivery, and evolution of key services within the HR Service Delivery (HRSD) portfolio. HRSD helps organizations deliver seamless employee experiences through intelligent workflows, case management, knowledge, lifecycle events, document management, and AI-powered employee assistance.
As a Director of Engineering, you will lead an organization of approximately 20 engineers responsible for building and operating critical HRSD services that serve some of the world's largest enterprises. You will define technical strategy, drive execution, and ensure the delivery of highly scalable, reliable, and secure cloud services that power employee experiences across the ServiceNow platform.
This role also provides a unique opportunity to shape how AI transforms software engineering. You will drive the adoption of AI-assisted development practices, automation, and intelligent engineering workflows to improve productivity, accelerate innovation, and raise the quality bar across your organization. The objective is not simply efficiency, but reinvesting engineering capacity into delivering greater customer value and product innovation.
Location: San Francisco, CA | Santa Clara, CA | San Diego, CA
Work Model: Hybrid
What You'll Do
Lead Critical HRSD Services
Own the technical strategy, architecture, delivery, and operational excellence of key services within the HR Service Delivery portfolio. Build scalable platform capabilities that support employee service management, knowledge experiences, lifecycle workflows, document management, and emerging AI-powered HR solutions.
Deliver AI-Powered Employee Experiences
Drive the development of intelligent, AI-native capabilities that help employees find information, complete tasks, resolve issues, and navigate key moments in their employment journey. Partner closely with product and design teams to translate customer needs into impactful solutions.
Drive Technical Strategy and Architecture
Make long-term architectural decisions that improve scalability, reliability, extensibility, and operational efficiency. Balance near-term delivery commitments with investments in platform modernization and technical innovation.
Transform Engineering Through AI
Champion the adoption of AI-assisted engineering practices across the software development lifecycle. Leverage modern AI capabilities to improve developer productivity, automate repetitive work, enhance quality, and accelerate delivery while maintaining strong engineering accountability and oversight.
Build World-Class Engineering Teams
Recruit, develop, and retain exceptional engineering talent. Coach engineers and emerging leaders, foster a culture of ownership and continuous learning, and create an environment where teams can perform at their highest level.
Drive Engineering Excellence
Establish a high bar for software quality, operational rigor, security, reliability, and maintainability. Use data and metrics to continuously improve engineering effectiveness, system health, and customer outcomes.
Partner Across the Organization
Collaborate closely with Product Management, Design, Customer Success, Platform Engineering, and executive leadership to align priorities, drive execution, and deliver customer value.
Ensure Security and Trust
Build services that meet the highest standards for security, privacy, compliance, and responsible AI. Safeguard sensitive employee information while enabling innovation at enterprise scale.
Requirements
Department: Engineering, Infrastructure and Operations
Function: Engineering
Experience Level: Not Applicable