Director, Data & Storage Reliability Engineering

The successful candidate will establish scalable reliability engineering practices, standards, governance processes, and operating models across the organization.

They will drive adoption of observability standards, reliability engineering frameworks, resiliency assessments, migration readiness practices, diagnostics capabilities, engineering guardrails, and automation strategies.

This leader will continuously evaluate incidents, customer escalations, migration outcomes, platform telemetry, performance trends, capacity signals, and operational data to identify systemic risks and drive long-term engineering improvements.

The role will establish a formal review process with SWAT and Customer & Production Engineering teams to evaluate major incidents, recurring operational challenges, migration learnings, customer-impacting events, and emerging platform risks. These insights will be used to prioritize engineering investments and platform improvements.

The successful candidate will establish meaningful KPIs and engineering metrics that provide visibility into platform reliability, resiliency, performance, operational efficiency, customer experience, engineering productivity, and risk reduction.

The successful candidate will leverage AI-powered tools, analytics, automation frameworks, and production intelligence to identify emerging risks, improve detection coverage, accelerate engineering insights, reduce operational toil, and improve engineering productivity.

They will use production telemetry, incident learnings, customer escalations, migration outcomes, observability data, and operational trends to drive architectural improvements, reliability investments, platform standards, and long-term engineering evolution.

The Director will maintain a portfolio of reliability investments spanning observability, performance, diagnostics, resilience, automation, and prevention, balancing immediate customer needs with long-term platform strategy.

The Director will champion a proactive reliability engineering model that shifts the organization from reactive issue response toward predictive analysis, prevention, resilience, and continuous optimization.

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

Strong product mindset with demonstrated experience treating technical capabilities as products with roadmaps, priorities, customers, adoption goals, and measurable business outcomes.

Experience translating production insights, customer pain points, operational challenges, reliability risks, and platform telemetry into prioritized engineering investments and long-term roadmaps.

Experience partnering closely with production operations, customer escalation teams, reliability organizations, and software engineering teams to drive systemic improvements based on operational learnings.

Experience defining product strategies, developing roadmaps, prioritizing investments, and aligning stakeholders across multiple organizations without direct authority.

Experience operating a portfolio of engineering investments, balancing short-term customer needs with long-term reliability, performance, scalability, and resilience objectives.

15+ years of experience in software engineering, platform engineering, reliability engineering, infrastructure engineering, database engineering, distributed systems, product management, or large-scale SaaS environments.

8+ years of engineering leadership experience, including leading managers and globally distributed teams.

Extensive experience leading Reliability Engineering, Platform Engineering, Database Engineering, Infrastructure Engineering, Production Engineering, Performance Engineering, or related technical organizations.

Deep expertise in distributed systems, databases, storage technologies, cloud infrastructure, and large-scale SaaS architectures.

Strong understanding of reliability engineering principles, observability, scalability, resiliency, operational excellence, and performance engineering.

Experience building and operating observability, telemetry, diagnostics, reliability, or performance capabilities at scale.

Proven experience identifying systemic issues and converting operational insights into strategic engineering improvements.

Experience partnering closely with Product Management organizations to influence roadmaps and deliver customer-centric outcomes.

Experience driving engineering initiatives through data, metrics, customer impact analysis, and measurable business outcomes.

Experience leveraging AI technologies to improve decision-making, analytics, engineering workflows, operational efficiency, reliability insights, automation, or customer outcomes.

Exceptional communication, stakeholder management, and leadership skills.

Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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.

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 globaltalentss@servicenow.com for assistance.

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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