Sr. Director, SRE Platform Engineering

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity.

Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e‑signature and contract lifecycle management (CLM).

The Senior Director, SRE Platform Engineering is a senior engineering leader responsible for bringing production‑grade engineering rigor to Docusign’s internal employee services ecosystem. In this role, you will pivot our internal operations from a traditional "IT Ops" model to a modern Platform Engineering model. You will own the technical vision for our IT Service Management (ITSM) and Site Reliability Engineering (SRE) capabilities, applying the same standards of reliability, scalability, and code quality to internal tools that Docusign applies to its customer‑facing products.

You will lead teams that deliver secure, AI‑driven, and intuitive experiences that enable a modern SaaS enterprise.

This position is a people manager role reporting to the GVP, Global Infrastructure and Operations.

• Define and drive a multi‑year technical roadmap that treats internal services as products and Docusign employees as customers
• Champion a software‑engineering mindset for ITSM, moving away from manual "ticket management" toward self‑healing systems and API‑first workflows
• Partner closely with Product Engineering, Security, Data, and Enterprise Applications to ensure internal platforms integrate seamlessly with the broader Docusign ecosystem
• Transform the ITSM ecosystem (centered on Service Now today) into a first‑class engineering product
• Escape the GUI:
  Drive an "Infrastructure as Code" (IaC) approach to ITSM configuration and workflow automation, reducing reliance on manual point‑and‑click administration
• Design and deliver robust integrations and instrumentation between internal services and external SaaS providers using modern event‑driven architectures
• Establish strong engineering practices (CI/CD, unit testing, code review, documentation) across the ITSM and SRE teams.
• Lead SRE teams accountable for the reliability, performance, and availability of critical internal services (e.g., collaboration tools, support portals, core finance/business systems)
• Implement SRE best practices—SLOs/SLIs, Error Budgets, and Capacity Planning—to ensure internal systems meet the demands of a fast‑moving global workforce
• Evolve incident response into a highly automated function, utilizing data‑driven detection and automated remediation to minimize "Mean Time to Recover" (MTTR)
• Own the observability strategy for internal services, ensuring we have rich telemetry to debug complex cross‑platform integration issues
• Architect the "Zero‑Touch" Support Model:
  Partner with AI teams to embed GenAI into employee journeys (virtual agents, intelligent routing, proactive error resolution)
• Drive self‑service adoption by reducing friction; measure success not just by "ticket volume reduction," but by "time given back" to the business
• Define and track metrics that quantify the impact of automation on employee productivity and operational efficiency
• Build, lead, and mentor a high‑performing, diverse team of Software Engineers, SREs, and Technical Product Owners
• Set clear Objectives and Key Results (OKRs) that align technical reliability with business velocity
• Foster a culture of blameless post‑mortems and continuous learning, ensuring that every incident results in a permanent system improvement

Hybrid:
Employee divides their time between in‑office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in‑office expectation)

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