Dir, Software Engrg Mgmt

About the role

The CRM & Industry Workflows (CRM&I) engineering organisation builds the products that make ServiceNow's CRM vision real: Workplace Service Delivery, Customer Service Management, Field Service Management, Sales & Order Management, and the shared CRM Foundation that underpins them all. AI is not a layer we are adding on top — it is the new baseline.

What you'll do

• Not manage teams that use AI as a productivity tool — you will build and lead an organisation that operates as an AI-native engineering system
• Lead and develop an AI-native engineering organisation
• Build and lead two to three engineering managers who coach their teams to operate with AI-native practices as the default — not the exception
• Drive the Workplace product roadmap
• Make sound architectural and sequencing decisions early, before agent workstreams begin, and course-correct quickly when output diverges from intent

What you need

• 15–27 yrs of experience
• CRM
• CI/CD
• Product strategy
• Data modelling
• Machine learning
• LLMs
• Any graduate

Good to have

• Data structures
• System design
• JavaScript
• Java
• HTML
• CSS