Job Description
Role
ServiceNow Impact is a digital customer success product.
It helps customers get more value from their ServiceNow investment through proactive insights, expert guidance, recommendations, and platform health tooling.
Customers use Impact to plan their adoption roadmap, catch issues before they hit production, quantify ROI, and act on tailored recommendations.
The product is owned and developed by Impact Engineering, in partnership with ServiceNow platform and AI teams.
Impact Engineering is a global organization of more than 100 people within ServiceNow's Platform Engineering organization, with engineers across the US, India, Ireland, Israel, and Australia.
The Ireland- and Israel-based engineering group is focused on reshaping core Impact experiences around AI-assisted guidance, recommendations, proactive insights, and context-aware customer experiences.
We are hiring a Director, based in Ireland, to lead this group.
The role reports to the Senior Director of Impact Engineering and partners with peer engineering leaders in the US and India.
What the role covers
The team includes approximately 30 engineers, plus engineering managers who report into this role.
Small pods work in short iterations with lightweight planning, short feedback loops, and clear engineering accountability.
The work falls into four areas:
Engineering leadership.
Building, developing, and retaining the team.
The team has engineers at varying stages of AI engineering experience.
The Director grows that capability across the team through technical leadership, architectural review, coaching, hiring, and the standards they set.
Architecture and technical direction.
Impact's AI experiences combine ServiceNow AI capabilities, retrieval and grounding over product and customer signals, state and context management for multi-step user experiences, and durable customer- and user-specific preferences.
The work involves balancing routing, permission-aware retrieval, data boundaries, privacy, latency, cost, reliability, and output quality.
The Director helps decide when to use platform capabilities, when additional product, application, or integration work is needed, and how to keep what ships secure, observable, supportable, and durable across releases.
Quality and evaluation.
Quality and evaluation are core parts of how Impact engineering groups build AI-assisted applications, including curated test sets, expected-output criteria, regression testing, safety controls, permission-aware retrieval, and failure-mode monitoring.
For this group, the work involves defining quality criteria for its applications and designing measurement that catches regressions across model, prompt, retrieval, data, and product-experience changes.
Cross-functional execution.
The Director works closely with Product, Design, Architecture, Security, and AI platform teams to turn ambiguous product goals into shippable, measurable engineering plans.
Qualifications
What we are looking for
Engineering leadership of teams in the ***** range, including experience managing managers.
Experience leading teams that have shipped production AI, data-intensive, recommendation, search, or decision-support applications.
LLM/retrieval-based product experience is strongly preferred.
Strong judgment about when to use retrieval, workflow automation, recommendation logic, model calls, human review, or simpler deterministic product behavior.
A working understanding of how data quality, retrieval architecture, permissions, privacy, and evaluation design shape AI output quality.
Comfort with low-ceremony engineering operating models — small pods, short cycles, direct accountability.
10+ years in enterprise software, with several years in engineering leadership.
Preferred but not required
Experience building AI applications inside an existing platform's constraints rather than in a greenfield environment.
ServiceNow platform experience (Glide, Now Assist, AI Agent Studio) or comparable enterprise AI platform experience.
Experience leading a team with a mix of local and remote engineers in the EMEA region.
Experience with evaluation tooling for AI-assisted applications.
Experience building product experiences that use customer-specific context, preferences, or personalization while respecting privacy and governance requirements.
What success looks like
Success in this role means:
The team ships reliably and quickly.
Engineering managers are growing in the role.
AI-assisted experiences are measurable and supportable.
Privacy and data-boundary expectations are clear and consistently applied.
The team holds a strong engineering bar for quality, evaluation, security, and release readiness.
Location
This role is based in Ireland.
The team is in Ireland and Israel.
ServiceNow offers flexible work arrangements depending on role and location.
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.
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