Director of Systems Engineering (ServiceNow Platform)

About the Role

Being a member of IT Enterprise Arch Data & Corp Tech team, the Director of Systems Engineering (ServiceNow Platform) is a senior technology leader accountable for engineering delivery, platform reliability, and operational excellence across the enterprise ServiceNow ecosystem. This role leads teams responsible for end-to-end delivery and run operations-including analysis, design, build, integration, testing, implementation, and production support-across key platform capabilities such as CMDB, ITSM, ITAM, ITOM, ITBM and DevSecOps. The Director partners closely with Architecture, Cloud Engineering, SRE, Application Engineering, Operations, Cyber, and Product teams to advance automation and AI-enabled capabilities, improve data quality and governance, and strengthen platform resiliency.

Your Primary Responsibilities

• Platform strategy, roadmap & outcomes
  • Establish the strategy and future-state roadmap for the ServiceNow platform, aligned to enterprise priorities and stakeholder needs.
  • Establish OKRs and be accountable for measurable delivery, operational, and governance outcomes.
• Engineering delivery & DevSecOps
  • Own the engineering lifecycle for delivering capabilities to stakeholders, including analysis, design, build, automation, DevSecOps CI/CD integration, testing, release, operations, and production support.
  • Continuously improve delivery practices and software quality through modern engineering standards, automation, and disciplined release management.
• Operational excellence, resiliency & incident management
  • Establish and lead a robust operations function with improved production stability, clear KPIs, and transparent reporting.
  • Uplift platform resiliency and scalability to ensure solutions are secure, cloud-ready, and support both legacy and modernized environments.
  • Support major incident analysis and continuous improvement through RCA and post-incident reviews.
• CMDB data governance & platform stewardship
  • Establish CMDB data governance with a focus on maintaining the highest data quality, integrity, and auditability.
  • Lead engineering and operations teams responsible for the ServiceNow platform ecosystem across key modules and capabilities.
• Automation, innovation & AIOps
  • Drive an automation-first engineering culture with a focus across ServiceNow modules to improve speed, quality, and operational efficiency.
  • Identify opportunities to leverage AI/ML and AIOps capabilities to reduce noise, detect anomalies, and enable predictive insights.
• Stakeholder partnership & executive communication
  • Partner with stakeholder groups across the organization to deliver the best platform experience and business value.
  • Provide clear, outcome-focused updates to executive leadership on platform health, risks, delivery progress, and value realization.
• People leadership & talent development
  • Build, mentor, and retain high-performing systems engineering teams across onshore and offshore models.
  • Set clear goals, accountability, and career development paths aligned to modern engineering practices.
  • Foster a culture of ownership, craftsmanship, and operational accountability.

NOTE: The Primary Responsibilities of this role are not limited to the details above.

Qualifications

• Experience: Minimum of 10 years of ServiceNow experience, including 4+ years of people management.
• Education: Bachelor's degree preferred and/or equivalent experience.
• Certifications: ServiceNow Certified Developer (CAD) (required); ServiceNow Certified Technical Architect (CTA) (required).

Talent Needed for Success

• ServiceNow platform depth: Deep hands-on experience with the ServiceNow platform and ecosystem, including strong understanding of core modules and supporting tools.
• Enterprise platform engineering leadership: Proven experience scaling platform engineering teams and delivering enterprise-wide capabilities; strong program/project leadership for large-scale transformation.
• Operational excellence & resiliency: Experience operating in regulated, mission-critical environments; strong understanding of resiliency, CMDB, and enterprise infrastructure/cloud platforms.
• Business, communication & influence: Strong financial acumen and analytical/problem-solving skills; excellent communication and influencing ability across cross-functional teams; proven ability to navigate complex organizational dynamics and drive change.
• Domain knowledge: Knowledge of DTCC businesses and capital markets domains.

Leadership Expectations

• Executive Presence: Consistently demonstrates the values, shows composure under pressure and maintains high professional standards in all situations. Result oriented and outcome driven.
• Inclusive Leadership: Values individuals and embraces diversity by integrating differences and promoting diversity and inclusion across teams and functions.
• Strategic Thinking: Effectively translates the vision into specific business objectives, thinks of different ways to do things and through all angles to provide insights and develop strategies that guide future decisions.

About the Team

IT Architecture and Enterprise Services are responsible for enabling digital transformation of DTCC. The group manages complexity of the technology landscape within DTCC and enhances agility, robustness and security of the technology footprint. It does so by serving as the focal point for all technology architectural activities in the organization as well as engineering a portfolio of foundational technology assets to enable our digital transformation.