Senior Manager, Site Reliability Engineering (Commercial)

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 currently seeking a Senior Manager for Site Reliability Engineering.
Our Site Reliability Engineering (SRE) teams are a group of highly technical engineers who are tasked with maintaining and developing the reliability, scalability and performance of the ServiceNow cloud infrastructure. Our SREs are empowered to drive technical resolutions across the technology stack from hardware through to application and all stops in between. They are also tasked with driving forward the operability of the platform to drive down the number of incidents and to reduce MTTR.
To accomplish this the team combines software development, networking and systems engineering expertise with a strong desire to be challenged by problems of scale and complexity and to make services better for our customers.
Let's get straight to the point. Do you:

• have a technical background in roles like systems engineering or devops?
• know operating systems in various levels of troubleshooting and diagnostics?
• 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?

Answer 'yes' to these questions and we want to hear from you. Hit the Apply button and let's have a chat about the role and your skills and experiences.
Let's start with the role
As a Manager of the SRE team your responsibilities will be

• Team management, career development, project prioritization and performance review.
• Drive a culture of intolerance to manual activities that promotes automation efforts.
• Drive initiatives with partner teams to improve the reliability of the infrastructure.
• Act as crisis management to orchestrate actions towards sustainable solutions.
• Analysis and evaluation of existing processes to drive continuous improvement and efficiencies.
• Provide training and support to partner teams that interface with SRE.
• Onboarding of new hires to enable their success in their roles.
• Onboarding of new technologies, systems and automation into the team.

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.
• Hands-on technical skills in Linux, databases, systems and coding.
• Experience in team management.
• Design and implementation of monitoring solutions for large and scalable environments.
• Experience with cloud operations, follow-the-sun and geographic distributed teams.
• Experience working in software, platform and infrastructure delivered as a service.
• Knowledge of principles and methods involving ITIL v3.
• Outstanding interpersonal skills and strong communication skills, both written and verbal.
• Uncompromising attention to detail.

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 certification

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 [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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