Sr Mgr, Reliability Engineering Mgmt

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.

Team :  

Our Site Reliability Engineering (SRE) team consists of highly skilled engineers responsible for maintaining and enhancing the reliability, scalability, and performance of the ServiceNow infrastructure. Our SRE’s are empowered to resolve technical issues across the entire technology stack, from hardware to applications. Additionally, they work to improve the platform's operability, aiming to reduce the number of incidents and minimize Mean Time to Recovery (MTTR).  To achieve this, the team combines software development, networking, database, and systems engineering skills to tackle complex problems, striving to maintain our platform operating for our customers. 

Role 

As a Sr Manager, Site Reliability Engineering at ServiceNow, you’ll lead a team of SRE leaders, managers, and engineers focused on ensuring the reliability and availability of critical enterprise platforms and applications, while helping drive our cloud modernization journey through automation, operational excellence, resilience, and continuous improvement. 

Do you: 

• have a technical background in roles like systems engineering or devops or site reliability engineering? 

• know operating systems in various levels of troubleshooting and diagnostics? 

• have experience with cloud technologies and hyperscalers such as AWS, GCP, or Azure, and a passion for driving cloud modernization and cloud-native transformation? 

• have low tolerance to repetitive tasks and automate your way through work? 

• have experience in leading a team of engineers and exposure to people management? 

If you Answered 'yes' to these questions, we want to hear from you. Hit the Apply button and let's have a chat about the role and your skills and experiences. 

As a Sr Manager of the SRE team your responsibilities will be: 

• Lead and develop a global team of SRE leaders, managers, and engineers, with accountability for talent development, performance, prioritization, succession planning, and execution. 

• Define and drive the SRE strategy and operating model across reliability, observability, automation, incident response, production readiness, and continuous improvement. 

• Own and evolve observability capabilities across metrics, logs, traces, alerting, SLI/SLOs, error budgets, and service health practices to improve detection, diagnosis, and overall production reliability. 

• Lead the strategy and execution for production-like staging environments, ensuring critical services and releases can be validated in environments that closely represent production. 

• Partner with Engineering and Release teams to strengthen release pipelines and confidence gates for Now releases, including smoke, integration, resiliency, performance, rollback, and production-readiness validation. 

• Drive a culture of eliminating repetitive operational work through automation, orchestration, self-healing, and AI-assisted operations, shifting reliability practices earlier in the software-development lifecycle. 

• Lead cloud modernization initiatives, modernizing legacy infrastructure, tooling, and operational practices toward cloud-native architectures and scalable engineering patterns. 

• Drive adoption and operational excellence across AWS, GCP, and Azure hyperscalers, including architecture, scaling, resiliency, availability, cost efficiency, and operational readiness. 

• Advance containerization and Kubernetes-based operating models, including workload resiliency, scalability, orchestration, deployment patterns, observability, and lifecycle management. 

• Partner with Product Engineering, Platform Engineering, Release Engineering, Security, and Infrastructure teams to improve the reliability and availability of critical enterprise platforms and services. 

• Establish reliability standards and measurable outcomes around SLIs/SLOs, error budgets, availability, MTTR, change failure rate, automation, and operational readiness. 

• Provide leadership during major incidents, while ensuring incident and problem-management learnings are translated into durable engineering improvements, automation, and preventative controls. 

• Establish follow-the-sun and on-call SRE practices that keep engineers close to production signals and use operational learnings to drive shift-left improvements. 

• Evaluate existing platforms, processes, and technologies and drive simplification, modernization, standardization, and operational efficiency. 

• Identify and adopt emerging technologies that support the organization’s reliability and cloud-modernization goals, while building the skills and capabilities required to operate them at scale. 

• Build a global engineering culture that values technical excellence, accountability, collaboration, continuous learning, and diverse perspectives. 

To be successful in this role you have: 

• Significant experience leading Site Reliability Engineering, Production Engineering, DevOps, Platform Engineering, or Cloud Infrastructure organizations in large-scale production environments. 

• 5+ years of people-management experience, including experience leading managers, senior technical leaders, and geographically distributed engineering teams. 

• Strong experience with cloud modernization and migration, including modernizing legacy platforms and tooling into cloud-native architectures. 

• Deep working knowledge of one or more major hyperscalers - AWS, GCP, or Azure with experience designing and operating resilient, scalable, highly available production systems. 

• Strong understanding of Kubernetes, containers, orchestration, service networking, autoscaling, and modern cloud-native architecture patterns. 

• Experience designing and operating observability platforms at scale, including metrics, logging, tracing, alerting, dashboards, golden signals, SLI/SLOs, and error budgets. 

• Experience building or operating production-like staging/test environments and establishing validation strategies for reliability, resiliency, performance, integration, and release readiness. 

• Experience with CI/CD and release pipelines, including automated confidence gates, progressive/phased deployments, zero-downtime deployment strategies, rollback mechanisms, and production-readiness controls. 

• Experience applying automation, orchestration, and infrastructure-as-code to reduce operational toil and improve repeatability and reliability. 

• Experience leveraging or critically evaluating AI and AI-assisted operations to automate workflows, accelerate diagnosis and remediation, and improve engineering productivity. 

• Strong technical foundation across Linux, distributed systems, databases, networking, systems troubleshooting, scripting, and software engineering fundamentals. 

• Experience operating high-scale software, platform, and infrastructure-as-a-service environments with demanding availability and reliability requirements. 

• Strong understanding of incident management, problem management, operational readiness, and continuous improvement practices. 

• Demonstrated ability to influence organizational boundaries and drive alignment among Engineering, Product, Architecture, Security, Infrastructure, and Operations teams. 

• Excellent written and verbal communication skills, with the ability to translate complex technical topics into clear business outcomes and leadership decisions. 

• Ability to lead effectively through ambiguity and change while maintaining a strong focus on execution, customer impact, and engineering excellence. 

We also have pluses. These are not a 'must', but please highlight them on your resume if you have: 

• RHCE, CCNA, ITIL or other industry certifications 

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. 

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