Director, Enterprise Software Engineering

About the Role:

We are seeking a highly customer-obsessed, AI-first, and growth-oriented technology leader to join as Director to lead the architecture, delivery, and operations of our ServiceNow platform.

As a leader, the person will own platform delivery, interact with business stakeholders and provide thought leadership to continuously enhance the platform

This leader will own platform delivery, interact with business stakeholders and bring thought leadership, ensuring technology solutions are directly aligned to measurable business outcomes. They will champion metric-driven productivity, drive global scalability, and build highly available, resilient systems.

As a people-first leader and effective communicator, you will guide and inspire distributed teams while fostering innovation, accountability, and continuous learning. You will also play a critical role in shaping an AI-first, data-driven organization, leveraging modern architectures and emerging technologies to unlock business value.

Responsibilities:

Customer & Business Impact

• Demonstrate Customer Obsession by deeply understanding business needs and translating them into scalable, high-impact technology solutions
• Drive thought leadership, ensuring all initiatives are clearly defined, prioritized, and tied to business value realization
• Partner with stakeholders across GBS to deliver solutions aligned to strategic outcomes

Technology & AI Leadership

• Lead the design and implementation of ServiceNow platform including analytics, and agentic AI solutions
• Champion an AI-first mindset, identifying opportunities to embed intelligence, automation, and predictive capabilities into the ecosystem
• Stay tech-aware, bringing thought leadership in emerging technologies, modern data architectures, and cloud innovation

Execution Excellence & Metrics

• Establish and continuously improve metric-driven productivity frameworks, including KPIs, SLAs, and OKRs across delivery and operations
• Ensure high availability, scalability, security, and performance of all systems
• Drive data-driven decision-making, using operational metrics to optimize delivery quality and efficiency

Leadership & Talent Development

• Act as a strong People Leader, building, mentoring, and retaining high-performing engineering teams
• Foster a culture of growth, ownership, and continuous improvement
• Provide coaching, career development, and leadership guidance across teams

Collaboration & Communication

• Be an effective communicator, aligning cross-functional stakeholders across architecture, security, QA, and operations
• Lead globally distributed teams with a Global Thinker mindset, ensuring solutions scale across regions and business units
• Clearly articulate technical strategies and trade-offs to both technical and non-technical audiences

Governance & Delivery

• Define and enforce engineering standards, design guidelines, and governance frameworks
• Oversee all phases of delivery—from architecture through production support
• Ensure consistent adherence to quality, security, and compliance requirements

Required Experience

Education

• Bachelor’s degree in computer science or related field, master's preferred

Experience

• 15+ years of broad IT experience in enterprise platforms and ecosystems
• 10 -12 years of hands-on experience designing and building solutions in ServiceNow platform
• 3+ years of experience as a People Leader managing technical teams
• Proven track record of delivering highly available, scalable, and resilient systems

Technical Expertise

• Strong knowledge in ServiceNow platform including ITSM, ITAM, VR, SecOps modules
• Certified ServiceNow Administrator, ServiceNow Developer
• Strong experience in Platform Engineering & Automation: CMDB, ATF, Basic PA & Reporting, Automations using Flow Designer, Automations using Integrations, and Integration Hub.
• Expertise with Data integration, governance, and information management

Preferred Leadership Traits

• Customer-Obsessed: Relentless focus on delivering customer value
• Use-Case Driven: Prioritizes outcomes over outputs
• Metric-Oriented: Drives accountability through measurable results
• Effective Communicator: Clear, concise, and influential communicator
• People Leader: Builds strong, empowered, and diverse teams
• Global Thinker: Designs for scale across geographies and markets
• AI-First: Leverages AI/ML as a foundational capability
• Tech-Aware: Continuously evolves with emerging technologies
• Growth-Oriented: Committed to continuous improvement and innovation
• Highly Available Leader: Ensures systems and teams operate with resilience and reliability

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.