Product Success Technical Director

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

We are seeking a highly driven Principal, Autonomous IT & Operations Development to lead the design, delivery, and scaling of Autonomous IT capabilities and support the broader development of Autonomous Operations across the enterprise. This role will drive transformation by blending technology strategy, AI adoption, and operational excellence to achieve a Zero-Touch IT environment and enable an AI-powered digital workforce.

The ideal candidate is a strategic leader who combines strong technical expertise, program delivery skills, and enterprise operations experience with the ability to influence senior stakeholders, drive adoption, and deliver measurable business value.

What you get to do in this role:

• Strategy & Roadmap
• Define and execute the multi-year roadmap for Autonomous IT and Autonomous Operations, aligned with enterprise digital transformation goals.
• Establish the Foundation-Intelligence-Autonomy phases of adoption across IT and business operations.
• Partner with executive leadership to embed AI-native principles into IT service delivery, operations management, and governance.
• Delivery & Execution
• Lead cross-functional teams to deliver programs such as Zero Service Desk, Zero Controllable Incidents, Always-On Audit, AI-driven governance, and Digital Workforce orchestration.
• Drive adoption of intelligent automation, agentic AI, and predictive operations models within IT and enterprise functions.
• Ensure integration of ServiceNow (or equivalent platforms), FinOps, IRM, ITAM, and other enterprise tools to support automation at scale.
• Operational Model Development
• Design new operational frameworks to transition from reactive service delivery to proactive, self-healing systems.
• Establish metrics and KPIs for autonomy maturity (e.g., MTTR reduction, % of zero-touch resolutions, automation coverage).
• Optimize cost models and reinvest savings into innovation initiatives.
• Leadership & Stakeholder Engagement
• Lead and mentor a team of program managers, architects, and engineers in delivering transformational outcomes.
• Engage with senior executives across IT, Finance, Risk, and Operations to drive alignment and adoption.
• Serve as a thought leader on AI-driven enterprise transformation, representing the organization internally and externally.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 10+ years in IT strategy, operations, or enterprise transformation roles, with at least 5 years in management.
• Proven success in delivering large-scale automation, IT transformation, or AI/ML adoption programs.
• Strong background in IT Service Management (ITSM), IT Operations (ITOM), and Enterprise Operations.
• Expertise in AI, automation, and enterprise platforms (ServiceNow, AIOps, ITAM, IRM, CMDB).
• Strong program management skills with the ability to drive outcomes across complex, global organizations.
• Financial and operational acumen, including experience with cost optimization, ROI modeling, and FinOps.
• Excellent communication, executive presence, and change leadership capabilities.
• Strategic thinker with a bias for execution.
• Passion for building AI-native organizations and shaping the future of IT and operations.
• Collaborative, innovative, and resilient in the face of change.

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 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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