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 — Service Now 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 Service Now is seeking a Senior Manager of Engineering to lead the development of next‑generation Observability applications supporting our global cloud services organization.
In this hands‑on technical leadership role, you will help execute the observability strategy for cloud‑native systems at scale, enabling faster incident resolution, improved reliability, and better customer experience.
You will manage and grow a high‑impact engineering team responsible for delivering cohesive, intelligent observability capabilities—including metrics, logs, traces, and events—through intuitive, self‑service user experiences.
What you get to do in this role Execute the observability roadmap aligned with platform reliability, availability, and performance goals.
Lead, mentor, and grow a high‑performing engineering team (engineers and tech leads), fostering strong execution and delivery.
Drive development and operation of observability solutions using a mix of open‑source and third‑party technologies.
Partner with senior engineers to incorporate AI‑powered capabilities such as anomaly detection, alert noise reduction, and root cause insights.
Build self‑service observability frameworks that enable engineering teams and customers to easily onboard services.
Collaborate closely with SRE, Product, and Engineering teams to improve system reliability, self‑healing, and operational maturity.
Champion engineering best practices including code quality, testing, CI/CD, and operational readiness.
Support innovation and experimentation with emerging technologies (e.g., AIOps, LLMs, agentic workflows, e BPF).
Participate in operational reviews, post‑mortems, and KPI tracking to continuously improve observability outcomes.
Qualifications To be successful in this role, you have:7+ years of experience building or operating large‑scale distributed systems, cloud platforms, or infrastructure services.3+ years of engineering leadership experience managing teams and driving execution.1+ year of experience contributing to or leading AI‑assisted or AI‑enabled engineering initiatives.
Hands‑on experience building or operating observability and alerting solutions using logs, metrics, and traces in production environments.
Working knowledge of Open Telemetry, Prometheus / TSDBs, Kafka, Grafana, or similar observability tooling.
Solid understanding of full‑stack observability—from application‑level signals to infrastructure and networking.
Familiarity with cloud‑native technologies such as Kubernetes and container observability.
Experience working in or alongside SRE / reliability‑focused teams.
Strong communication skills with the ability to collaborate across engineering, product, and operations.
Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent practical experience).
Nice to have Exposure to network observability technologies (e.g., flow monitoring, GNMI, Thousand Eyes).
Experience with multi‑cloud environments (AWS, Azure, GCP).
Passion for operational excellence, reliability engineering, and data‑driven decision‑making.
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 Service Now employees depending on the nature of their work and their assigned work location.
Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.
S.
Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals.
All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.
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