As Director of Cloud Hardware, you will be responsible for overseeing the design and reliability of ServiceNow’s global hardware and storage infrastructure which operates at massive scale. You will build on your background of architecting and supporting secure, low latency, highly efficient, highly available Infrastructure capabilities and will use your passion in these areas to establish yourself as a leader. In this role, you will represent, mentor, lead, and influence your team as well as partner closely with the overall Global Cloud Services organization. Your role will be critical to the long-term success of ServiceNow.

The ideal candidate will possess an engineering and business background that enables them to drive engagement and interact at the executive level, as well as the ability to recognize and evaluate technical issues alongside our engineers and support teams. This individual will be responsible for leading several managers each with their own teams such as Hardware Engineering & Hardware Reliability and Storage. This individual will own all facets of employee performance and career management within those teams including regular one-to-one meetings with team members as well as technical and soft-skill mentoring.

Responsibilities
 

• Lead ServiceNow’s hardware and reliability organizations. Work with Engineering and Product counterparts across the organization.
• Develop multi-year infrastructure strategy, design patterns, best practices, and implementation methods.
• Direct the infrastructure teams in developing and implementing ServiceNow’s strategic infrastructure vision and roadmap to meet business objectives, maintain cost-effectiveness, and ensure competitiveness of the enterprise's infrastructure and hardware.
• Work closely with global engineering leadership and teams to establish practices that allow us to deliver consistent quality on a repeatable reliable cadence.
• Analyze complex, potentially ambiguous, and escalated business issues to develop recommendations for the operations leadership team.
• Lead technology research & support activities, taking into consideration industry trends.
• Advise on emerging technologies that should be integrated and/or introduced to ensure our cloud’s capabilities respond to the needs of the business, including technology evaluation and ongoing vendor management.
• Drive hardware metrics efforts to ensure we are tracking the right data points and that all audiences can quickly comprehend our progress.
• Plan, implement, and establish operational and maintenance programs to deliver best-in-class platform infrastructure. 
• Define standard processes for the design, implementation, maintenance, and reporting of cloud infrastructure to drive continuous improvement and proactive management of critical incidents and problems.
• Guide managers in setting the vision for their organizations.
• Oversee people, processes, and programs across the team to ensure acquisition and retention of talent to meet current and future needs.
• Forecast future needs to acquire and develop the team with the appropriate mix of business knowledge, technical skills, and competencies.
• Take ownership of ambiguous tasks and projects and drive them to completion.
• Contribute significantly to capacity, scalability, and budget planning
• Develop strategy and tactics to achieve 99.999% reliability on systems, platforms and infrastructure (24x7x365).

Qualifications
 

• Demonstrated experience in data center design and installation as well as knowledge of building cloud platforms to provide a highly available infrastructure at scale
• 10+ years’ experience in direct support of multisite technical infrastructure components at a scale company
• Proven track record of managing complex technical projects
• Experience developing processes and performing activities to ensure consistent, high quality service/support levels and identifies potential problems/trends
• Ability to consistently support infrastructure with adherence to Best-Practice technology strategies
• Possess relevant experience in performing advanced troubleshooting independently in addition to in a team setting
• Ability to lead with a focus on teamwork and persistence
• Able to work comfortably in varying levels of abstraction across business strategy, product strategy, high level technical design, detailed technical design and implementation.
• Demonstrated high analytical skills through troubleshooting and maintenance of complex technical environments

Other Experience Needed
 

• Bachelor's Degree and 7+ years of technical management experience in a complex, globally distributed, high transaction digital infrastructure environment with proven responsibility for similar job functions.
• Demonstrated experience at Senior Manager level or above.
• Proven ability to develop architecture and provide design oversight that incorporates high availability, automation, operations supportability and scalability to a high volume, rapidly growing world class digital business.
• Strong leadership skills and demonstrated creative problem-solving skills.
• Demonstrated strong quantitative, analytical and conceptual thinking skills.
• Ability to depict the technical information conceptually, logically and physically.
• Excellent communication skills across all levels; ability to communicate complex, technical concepts to executive staff, business sponsors and technical resources in clear concise language that is in the parlance of each group.

ServiceNow is an Equal Employment 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, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.