Director, Reliability Engineering

About the role

ServiceNow is seeking a Director of SRE Reliability Engineering to lead a strategic, enterprise-scale evolution of reliability engineering. Embedded within the Site Reliability & Database Engineering organization, this leader will drive technical excellence and operational performance to ensure ServiceNow's cloud platform maintains industry-leading reliability and performance. This role is accountable for advancing SRE maturity, accelerating adoption of DevOps and automation-first practices, and preparing global teams for the platforms, operating models, and cultural shifts required to sustain ServiceNow's cloud reliability at scale.

Responsibilities

• Transformation Leadership & Change Strategy
• Define and execute structured change strategies for major SRE initiatives, platform migrations, and operating model shifts, including stakeholder engagement, impact assessments, communication plans, and adoption risk management.
• Serve as a senior change leader across Engineering, Product, People Operations, Finance, and executive stakeholders to align priorities, remove technical blockers, and sustain reliable delivery.
• Drive organizational readiness ahead of major technology and process deployments by partnering with enablement, training, and communications teams to accelerate adoption.
• Establish reliability metrics, SLO targets, performance baselines and governance mechanisms to track progress, surface operational risks, and communicate outcomes to senior leadership.
• Champion a culture of continuous improvement, learning, and psychological safety by embedding feedback loops and retrospectives into standard operating practices.
• Cross-Functional Engagement & Stakeholder Management
• Facilitate executive steering forums and cross-functional working groups, producing clear communications that translate reliability initiatives into business outcomes.
• Build trust and alignment across SRE teams by bridging cultural, geographic, and operational differences with clarity, empathy, and structure.
• Partner with People Operations on workforce planning, change impact assessments, and role evolution strategies as the organization modernizes its delivery model.
• Analyze current procedures and processes and drive continuous improvements efforts to ensure the SRE provide a quality service across all functional areas.
• Setting up and continuous monitoring of KPI's and metrics pertaining to individual and team performance.
• Team Leadership & Organizational Development
• Lead and develop high-performing teams, with accountability for team health, capability growth, career development, and performance outcomes.
• Establish and evolve career frameworks, learning pathways, and development programs that reflect both technical mastery and change leadership competencies.
• Lead talent acquisition and onboarding strategies that build resilient, change-ready, and growth-oriented SRE teams.
• Drive a DevOps and automation-first mindset across teams, reducing reliance on manual and repetitive processes through structured transformation initiatives.
• Ensure rigorous change governance, overseeing how changes are scheduled, communicated, executed, and measured, with a strong focus on risk reduction in regulated environments.
• Lead process redesign efforts that improve consistency, predictability, and quality of service delivery across all SRDE functional areas.
• Establish documentation and training standards that equip internal partners and downstream teams to operate effectively through periods of change.
• To Be Successful in This Role You Have
• Proven track record leading operational excellence and reliability inititaves in a technical, engineering, or cloud operations environment.
• Strong cross-functional leadership experience, with the ability to influence without authority across Engineering, Product, People, Finance, and executive stakeholders.
• Deep familiarity with structured change management methodologies and the ability to adapt those frameworks to fast-moving engineering cultures.
• Demonstrated ability to apply AI-enabled automation, workflow redesign, and operational insights to improve decision-making, reduce toil, and scale reliability practices.
• Hands-on background in SRE and DevOps environments, sufficient to credibly lead change programs with engineering teams and assess technical impact.
• Strong understanding of cloud operations models (SaaS, PaaS, IaaS) and the ServiceNow platform or comparable enterprise platforms.
• Comprehensive knowledge of ITIL principles (v3 or v4) and how process transformation intersects with service management maturity.
• Experience operating acros

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