Director of Engineering, HR Service Delivery

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

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.

Service Now is seeking a Director of Engineering to lead the architecture, delivery, and evolution of key services within the HR Service Delivery (HRSD) portfolio. HRSD helps organizations deliver seamless employee experiences through intelligent workflows, case management, knowledge, lifecycle events, document management, and AI-powered employee assistance.

As a Director of Engineering, you will lead an organization of approximately 20 engineers responsible for building and operating critical HRSD services that serve some of the world's largest enterprises. You will define technical strategy, drive execution, and ensure the delivery of highly scalable, reliable, and secure cloud services that power employee experiences across the Service Now platform.

This role also provides a unique opportunity to shape how AI transforms software engineering. You will drive the adoption of AI-assisted development practices, automation, and intelligent engineering workflows to improve productivity, accelerate innovation, and raise the quality bar across your organization. The objective is not simply efficiency, but reinvesting engineering capacity into delivering greater customer value and product innovation.

Own the technical strategy, architecture, delivery, and operational excellence of key services within the HR Service Delivery portfolio. Build scalable platform capabilities that support employee service management, knowledge experiences, lifecycle workflows, document management, and emerging AI-powered HR solutions.

Drive the development of intelligent, AI-native capabilities that help employees find information, complete tasks, resolve issues, and navigate key moments in their employment journey. Partner closely with product and design teams to translate customer needs into impactful solutions.

Make long-term architectural decisions that improve scalability, reliability, extensibility, and operational efficiency. Balance near-term delivery commitments with investments in platform modernization and technical innovation.

Champion the adoption of AI-assisted engineering practices across the software development lifecycle. Leverage modern AI capabilities to improve developer productivity, automate repetitive work, enhance quality, and accelerate delivery while maintaining strong engineering accountability and oversight.

Recruit, develop, and retain exceptional engineering talent. Coach engineers and emerging leaders, foster a culture of ownership and continuous learning, and create an environment where teams can perform at their highest level.

Establish a high bar for software quality, operational rigor, security, reliability, and maintainability. Use data and metrics to continuously improve engineering effectiveness,…