Sr. Dir., AI Engineering , Santa Clara

Company Description

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.