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Company Overview

ServiceNow began in San Diego in 2004, founded by engineer Fred Luddy with a vision to change the way people work. Today, the company serves more than 8,100 customers, including 85% of the Fortune 500, through an intelligent cloud platform that connects people, systems, and processes with AI-powered technology designed to help organizations work smarter and faster.

ServiceNow Impact is a digital customer success offering that helps customers maximize value from their ServiceNow investment. It provides proactive insights, expert recommendations, guidance, and platform health tools so customers can plan adoption, detect issues early, measure ROI, and act on tailored suggestions. The product is built and owned by Impact Engineering in close partnership with ServiceNow platform and AI teams.

Impact Engineering is a global group of more than 100 people within Platform Engineering, with team members across the US, India, Ireland, Israel, and Australia.

Role Summary

ServiceNow is looking for a Director, based in Ireland, to lead the Ireland and Israel engineering group. This leader reports to the Senior Director of Impact Engineering and works alongside peer engineering leaders in the US and India. The team focuses on improving core Impact experiences through AI-guided assistance, recommendations, proactive insights, and context-aware customer experiences.

The group includes about 30 engineers, along with engineering managers who will report into this role. Work is organized into small pods that operate in short cycles with lightweight planning, rapid feedback, and clear accountability for delivery.

Key Areas of Ownership

The role spans four major areas of responsibility:

Engineering leadership: Build, coach, develop, and retain the team. Because engineers on the team have different levels of AI engineering experience, the Director is expected to strengthen capability through technical guidance, architectural review, hiring, mentoring, and setting high standards.
Architecture and technical direction: Shape AI experiences that combine ServiceNow AI capabilities, retrieval and grounding over product and customer signals, state and context handling for multi-step experiences, and durable customer- and user-specific preferences. Decisions must balance routing, permission-aware retrieval, data boundaries, privacy, latency, cost, reliability, and output quality. The role also involves choosing when to rely on platform capabilities versus when additional product, application, or integration work is needed, while keeping solutions secure, observable, supportable, and durable across releases.
Quality and evaluation: Define quality standards for AI-assisted applications and build measurement approaches that detect regressions across model, prompt, retrieval, data, and product experience changes. This includes curated test sets, expected-output criteria, regression testing, safety controls, permission-aware retrieval, and failure-mode monitoring.
Cross-functional execution: Partner with Product, Design, Architecture, Security, and AI platform teams to turn unclear product goals into practical engineering plans that can be shipped and measured.

Candidate Profile

The ideal candidate has led engineering organizations in the 25-50 person range, including managers, and has experience shipping production AI, data-heavy, recommendation, search, or decision-support products. Strong preference is given to candidates with LLM- or retrieval-based product experience.

You should bring sound judgment on when to use retrieval, workflow automation, recommendation logic, model calls, human review, or simpler deterministic product behavior. A solid understanding of how data quality, retrieval architecture, permissions, privacy, and evaluation design influence AI output quality is important, along with comfort working in a low-ceremony operating style built around small pods, short delivery cycles, and direct ownership.

The role requires 10+ years of experience in enterprise software, including several years in engineering leadership.

Preferred Experience

Building AI products within the limits of an existing platform rather than in a greenfield environment.
ServiceNow platform exposure such as Glide, Now Assist, or AI Agent Studio, or comparable enterprise AI platform experience.
Leading distributed teams with a mix of local and remote engineers in EMEA.
Using evaluation tools for AI-assisted applications.
Creating product experiences that use customer-specific context, preferences, or personalization while respecting privacy and governance needs.

Success Measures

Success in this position will look like a team that delivers quickly and consistently, engineering managers that continue to grow, and AI-assisted experiences that are measurable and maintainable. The team should apply privacy and data-boundary expectations clearly and consistently, while maintaining a strong bar for quality, evaluation, security, and release readiness.

Location and Work Style

This position is based in Ireland, and the team operates across Ireland and Israel. ServiceNow provides flexible work arrangements depending on the role and location.

Additional Information

Work personas: ServiceNow uses flexible, remote, or in-office work personas depending on the role and assigned work location. Eligibility for a work persona may be verified by confirming the distance between the employee's primary residence and the nearest ServiceNow office using a third-party service.

Equal opportunity: ServiceNow is committed to equal employment opportunity. All qualified candidates are considered without regard to race, color, creed, religion, sex, sexual orientation, national origin, nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other legally protected characteristic. Applicants with arrest or conviction records will also be considered in line with applicable legal requirements.

Accommodations: Candidates who need a reasonable accommodation during any part of the application process, or who cannot use the online application system and need another way to apply, can contact globaltalentss@servicenow.com for support.

Export control: For roles that require access to controlled technology under export control laws, including the U.S. Export Administration Regulations (EAR), ServiceNow may need to secure government approval for certain individuals. Employment is contingent on receiving any required export license or related authorization from the relevant authorities.

Director, Impact Engineering