Senior Director of Site Reliability Engineering

It 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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

Position overview

Service Now 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 responsibilities

• Build an SRE program from the ground up—define charter, operating model, hiring strategy, and multi-year roadmap

• Establish SRE principles, practices, and standards across observability products (OODP, metrics, alerting) and control plane offerings

• Create unified reliability frameworks that work for both internal-facing and customer-facing systems

• Design SRE on-call rotations, incident response processes, and blameless postmortem culture

• Build and scale an SRE team from existing base across observability and control plane domains

• Design hiring criteria and interview processes that attract high-caliber SREs with platform and reliability expertise

• Create mentorship and career development paths; foster SRE culture and continuous learning

• Drive organizational transformation: shift product and infrastructure teams toward reliability-first mindsets

• Establish clear SRE career levels, expectations, and growth frameworks

• Define SLOs, SLIs, and error budgets for observability and control plane products; operationalize them

• Build AI native toil reduction initiatives; automate repetitive operational work across SRE and product teams

• Own incident management: design escalation policies, postmortem practices, and continuous improvement loops

• Partner with platform/infrastructure teams to improve reliability infrastructure (CI/CD, deployment systems, monitoring)

• Establish reliability metrics, dashboards, and reporting for leadership visibility

• Partner with product teams to embed SRE thinking in design and development of new features

• Work with observability leadership on internal vs. commercial product strategy—tailor SRE programs accordingly

• Collaborate with customer success and support on customer-facing reliability; define SLA/SLO communication

• Partner with infrastructure and platform teams on shared services, runbooks, and operational tooling

• Engage with security and compliance on reliability-related governance and risk

Required qualifications

• 12+ years of experience in SRE, platform engineering, or reliability engineering at scale

• 5+ years in leadership roles (director or principal engineer) managing SRE or reliability teams of 10+ engineers

• Demonstrated track record building SRE…