Dir, Software Engrg Mgmt [Gen Ai]

Company Description
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.
Job Description
The Director of AI Data Center Control Plane leads the engineering implementation of AI first solutions across Big Data, Observability, and other data center control plane interfaces. These solutions leverage AI and data science principles to optimize system performance, ensure reliability, and enable data-driven decision-making within the organization. This strategic role involves overseeing the design, implementation, and management of robust data platforms, integrating AI/ML capabilities, and ensuring the ethical and compliant use of data. The Director acts as a visionary leader, translating complex data insights into actionable strategies that support key business objectives and foster a culture of continuous improvement and innovation.
What you get to do in this role:

• The Director's responsibilities include partnering with Product Owners to execute the product vision and strategy for observability, big data, and agentic data center platform solutions. The role also focuses on driving innovation, establishing KPIs, fostering a data-driven culture, and engaging with stakeholders. Additional responsibilities include leading cross-functional teams, advocating for new technologies, providing technical guidance, overseeing AI/ML solution development, and working with partners to improve data infrastructure.
• Define and Execute Strategy:
  • Develop and implement a comprehensive data and AI observability strategy aligned with organizational goals and industry best practices.
  • Drive the vision for robust data platforms that support advanced AI/ML models and facilitate data-driven decision-making across the organization.
• Lead Product and Feature Development:
  • Drive the engineering lifecycle for AI-powered observability features and solutions (e.g., model drift detection, bias monitoring, lineage tracking).
  • Collaborate with engineering and UX teams to build scalable, user-centric monitoring and observability solutions for Platform, Product, and Agentic AI services.
• Establish Observability Best Practices:
  • Implement and enforce best practices for AI/ML observability including metrics, logging, tracing, and model performance tracking.
  • Ensure the adoption of cutting-edge technologies and methodologies to enhance observability capabilities and improve system reliability.
• Manage Data Governance and Quality:
  • Oversee the implementation of strong data governance policies and standards to ensure data quality, integrity, and compliance with regulations (e.g., GDPR, HIPAA, CCPA).
  • Implement mechanisms for model monitoring, auditing, and compliance reporting to ensure the responsible and ethical use of AI models.
• Team Leadership and Development:
  • Lead, mentor, and inspire a high-performing team of engineers and data scientists.
  • Foster a culture of innovation, continuous learning, and cross-functional collaboration within the team.
• Stakeholder Collaboration:
  • Engage with internal and external stakeholders to understand business needs and promote AI and data observability solutions.
• Stay Abreast of Industry Trends:
  • Keep up-to-date with the latest trends and advancements in AI, machine learning, observability tools, and data governance.
  • Actively learn from experts and peers in the field through professional organizations, conferences, and online platforms.

Qualifications
To be successful in this role you have:

• 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.
• Are a passionate, hands-on change agent that believes teamwork and communication are critical to high performing team function.
• 18+ years of experience in data science, machine learning, and artificial intelligence. management, preferably with a focus on observability.
• Strong technical expertise in observability tools, AIOps platforms, data modeling, and cloud-based solutions.
• Exceptional strategic thinking and analytical skills, with the ability to translate complex data into actionable insights.
• Experience in leading and mentoring high-performing engineering teams, fostering a culture of innovation and collaboration.
• Excellent communication and leadership skills, with the ability to influence and drive consensus across diverse teams.
• Ability to manage up and drive consistent messaging across diverse portfolios.
• Practical and solution-oriented approach to problem-solving.
• Experience with AIOps, utilizing artificial intelligence to enhance observability capabilities, automate monitoring processes, and improve system reliability.
• Recognized thought leader within the observability and AIOps domain.
• Demonstrated success in leading cross-functional teams and driving innovation at scale.

Additional Information
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 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 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 [email protected] 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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