Senior Director of Site Reliability EngineeringFull-timeEmployee Type: RegularRegion: AMS - North America and CanadaWork Persona: Flexible or RemoteCompany DescriptionIt all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.Join us to put AI to work for people.Job DescriptionPosition overviewServiceNow is seeking a Senior Director of Site Reliability Engineering to build and lead a world-class SRE organization across our observability and control plane product portfolios. You will architect reliability programs that span internal platforms and commercial products, establishing SRE culture, practices, and tooling from the ground up.This is a program-building role. You will define SRE strategy, set operational standards, build teams (starting from scratch or scaling existing pockets), and drive measurable people and organizational transformation. You will report to the VP of Engineering and partner with product, platform, and infrastructure leaders across multiple business units.Key responsibilitiesProgram building & strategyBuild an SRE program from the ground up—define charter, operating model, hiring strategy, and multi-year roadmapEstablish SRE principles, practices, and standards across observability products (OODP, metrics, alerting) and control plane offeringsCreate unified reliability frameworks that work for both internal-facing and customer-facing systemsDesign SRE on-call rotations, incident response processes, and blameless postmortem cultureTeam leadership & people transformationBuild and scale an SRE team from existing base across observability and control plane domainsDesign hiring criteria and interview processes that attract high-caliber SREs with platform and reliability expertiseCreate mentorship and career development paths; foster SRE culture and continuous learningDrive organizational transformation: shift product and infrastructure teams toward reliability-first mindsetsEstablish clear SRE career levels, expectations, and growth frameworksReliability & operational excellenceDefine SLOs, SLIs, and error budgets for observability and control plane products; operationalize themBuild AI native toil reduction initiatives; automate repetitive operational work across SRE and product teamsOwn incident management: design escalation policies, postmortem practices, and continuous improvement loopsPartner with platform/infrastructure teams to improve reliability infrastructure (CI/CD, deployment systems, monitoring)Establish reliability metrics, dashboards, and reporting for leadership visibilityCross-functional alignmentPartner with product teams to embed SRE thinking in design and development of new featuresWork with observability leadership on internal vs. commercial product strategy—tailor SRE programs accordinglyCollaborate with customer success and support on customer-facing reliability; define SLA/SLO communicationPartner with infrastructure and platform teams on shared services, runbooks, and operational toolingEngage with security and compliance on reliability-related governance and riskQualificationsRequired qualifications12+ years of experience in SRE, platform engineering, or reliability engineering at scale5+ years in leadership roles (director or principal engineer) managing SRE or reliability teams of 10+ engineersDemonstrated track record building SRE programs from scratch or scaling immature programs—with measurable business impactStrong evidence of driving people and organizational transformation; ability to shift culture from reactive to proactive reliabilityDeep expertise in SRE practices: SLOs, error budgets, blameless postmortems, on-call design, toil reductionHands-on experience with observability platforms (metrics, logging, tracing, alerting)Experience operating both internal platforms and commercial products (SaaS)Comfort with the messy reality of multi-team, multi-product environments—ability to establish standards and drive adoptionPreferred qualificationsExperience with control plane architectures or platform-as-a-service systemsBackground building SRE programs in hybrid or multi-cloud deploymentsTrack record of mentoring and developing other SRE/platform leadersFamiliarity with chaos engineering, reliability testing, or resilience frameworksOpen-source contribution or thought leadership in SRE communityCore competenciesProgram buildingAbility to define a charter, secure stakeholder buy-in, and execute a multi-year strategy from concept to maturityComfortable with ambiguity and building in greenfield environmentsPeople transformationProven ability to shift organizational mindsets—making reliability a shared responsibility, not just an SRE functionStrong coaching and mentorship instincts; creates environments where people growExcellent communication skills—able to articulate reliability concepts to engineers, product managers, and executivesTechnical depthHands-on SRE expertise; can code, debug, and architect solutions alongside the teamDeep understanding of observability, monitoring, and telemetry infrastructureFamiliarity with multiple deployment models, cloud platforms, and operational challengesOperational leadershipData-driven decision making; comfortable with SLOs, metrics, and evidence-based practicesCross-functional influencing; ability to drive change without direct authorityBias toward action and iteration—comfort making decisions with incomplete informationWhat we offerCompetitive salary and equity packageComprehensive health, wellness, and retirement benefitsUnlimited PTO and flexible work arrangementsLeadership coaching and executive developmentThe opportunity to build a world-class SRE organization and shape reliability culture across critical product linesJV20Additional InformationWork PersonasWe 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.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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.AccommodationsWe 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[email protected]for assistance.Export Control RegulationsFor 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.From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy Notice
