ServiceNow

Sr. Dir., AI Engineering

ServiceNow • $251K — $385K *
Santa Clara, CA 95051In-Person
Information Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Strong background with ServiceNow Platform AI capabilities (e.g., Now Assist, AI Control Tower) and various non-platform AI ecosystems.
  • Expertise in architecting enterprise AI infrastructure and implementing LLM integration and orchestration.
  • Experience in building AI-ready data foundations with a focus on data quality and security measures.
  • Track record of leading and scaling globally distributed teams in engineering, including managing managers.
  • In-depth knowledge of distributed systems and architectures relevant to AI and ML operations.
  • Ability to influence C-suite stakeholders regarding technological and risk management decisions.
  • Preferred experience with cloud architecture (AWS/Azure/GCP), GPU/TPU, and security compliance.

Responsibilities

  • Lead the design and implementation of ServiceNow Platform AI as a foundational enterprise capability.
  • Ensure reliable governance across AI solutions, focusing on observability and compliance.
  • Drive the enterprise LLM and model strategy, establishing efficient deployment frameworks.
  • Architect robust AI infrastructure, prioritizing data residency and security responsibilities.
  • Define and communicate the AI engineering strategy and best practices across the organization.
  • Oversee the establishment of an AI-ready data foundation to support model dependencies.
  • Build and maintain a high-performing global team of AI engineering professionals.

Benefits

  • Health plans including flexible spending accounts.
  • 401(k) plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Flexible time off and family leave programs.
Full Job Description
Job Description

Enterprise AI is ServiceNow's horizontal capability team, building the operating model, technical foundation, and Customer Zero motion for AI at enterprise scale, including AI Control Tower, the AI agent orchestrator, and the AI agent fabric on the ServiceNow AI platform.

As Senior Director, AI Engineering, you will lead the engineering organization responsible for the AI platform foundation the enterprise builds on: a hands-on leadership role owning ServiceNow Platform AI, the enterprise LLM and model strategy, and the advanced AI infrastructure that runs it all reliably at scale.

In this role, you will:
  • Lead ServiceNow Platform AI as the core of the enterprise AI foundation, embedding AI Control Tower-style discovery, observability, and governance across Now Assist, AI Agent Studio, and Agent Fabric/Action Fabric.
  • Extend that same governance and reliability model to non-platform AI, hyperscaler AI services, third-party model providers, and multi-model orchestration systems.
  • Drive the enterprise LLM and model strategy, including model orchestration, fine-tuning, distillation, function calling, and LLMOps/MLOps pipelines for model deployment and lifecycle management.
  • Architect advanced AI infrastructure, including GPU/TPU-accelerated and confidential computing environments, ensuring data residency and sovereignty compliance across regulated environments.
  • Define the enterprise AI engineering strategy and roadmap, establishing AI engineering standards, reusable platform patterns, and best practices across the organization.
  • Own the AI-ready data foundation - trusted, discoverable data pipelines, feature and data serving layers, and data quality standards - that every model and agent depends on.
  • Own AI Security & Observability, embedding identity- and access-driven controls into every AI agent action and building runtime telemetry for continuous visibility into model and agent behavior.
  • Build, scale, and retain a high-performing global organization of platform engineers, data engineers, and data scientists across the US and India.
  • Influence executive stakeholders on AI infrastructure investment, build-vs-buy tradeoffs, and platform strategy.


Qualifications

To be successful in this role, you have:
  • Direct experience owning ServiceNow Platform AI capabilities (Now Assist, AI Control Tower, Agent Fabric/Action Fabric, AI Agent Studio) alongside non-platform AI ecosystems (hyperscaler AI services across AWS/Azure/GCP, third-party model providers, multi-model orchestration platforms).
  • Proven experience architecting enterprise AI infrastructure, including LLM integration, fine-tuning, orchestration, agentic AI and multi-agent systems, MCP-based integrations, and LLMOps/MLOps pipelines for production model deployment.
  • Track record building the AI-ready data foundation that enterprise AI/ML depends on, and demonstrated experience in AI Security & Observability, including identity/access controls and runtime monitoring for AI agents and models.
  • Extensive experience leading and scaling globally distributed engineering organizations, including platform engineers, data engineers, and data scientists, with experience managing managers.
  • Deep, hands-on expertise in large-scale distributed systems, including high-performance, high-availability architectures, microservices and service mesh design, and API-first/event-driven/streaming architectures (Kafka, Spark).
  • Executive presence and the ability to influence C-suite stakeholders on AI/technology risk, platform investment, and build-vs-buy strategy.
  • Preferred: hands-on experience with GPU/TPU-accelerated and confidential computing platforms; cloud-native and hybrid cloud architecture expertise (AWS, Azure, GCP), Kubernetes/container orchestration, and Infrastructure as Code; and a strong track record on security, compliance, and resilience (Zero Trust, SRE/chaos engineering, GDPR/CCPA).

For positions in this location, we offer a base pay of $251,100 - $385,000 plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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