Sr. Dir., AI Engineering

Sr. Dir., AI Engineering Full-time Employee Type: Regular Region: AMS - North America and Canada Work Persona: Flexible or Remote Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

Enterprise AI is ServiceNow’s horizontal capability team, building the operating model, technical foundation, and Customer Zero motion for AI at enterprise scale, including AI Control Tower, the AI agent orchestrator, and the AI agent fabric on the ServiceNow AI platform. As Senior Director, AI Engineering, you will lead the engineering organization responsible for the AI platform foundation the enterprise builds on: a hands-on leadership role owning ServiceNow Platform AI, the enterprise LLM and model strategy, and the advanced AI infrastructure that runs it all reliably at scale. In this role, you will: Lead ServiceNow Platform AI as the core of the enterprise AI foundation, embedding AI Control Tower-style discovery, observability, and governance across Now Assist, AI Agent Studio, and Agent Fabric/Action Fabric. Extend that same governance and reliability model to non-platform AI, hyperscaler AI services, third-party model providers, and multi-model orchestration systems. Drive the enterprise LLM and model strategy, including model orchestration, fine-tuning, distillation, function calling, and LLMOps/MLOps pipelines for model deployment and lifecycle management. Architect advanced AI infrastructure, including GPU/TPU-accelerated and confidential computing environments, ensuring data residency and sovereignty compliance across regulated environments. Define the enterprise AI engineering strategy and roadmap, establishing AI engineering standards, reusable platform patterns, and best practices across the organization. Own the AI-ready data foundation — trusted, discoverable data pipelines, feature and data serving layers, and data quality standards — that every model and agent depends on. Own AI Security & Observability, embedding identity- and access-driven controls into every AI agent action and building runtime telemetry for continuous visibility into model and agent behavior. Build, scale, and retain a high-performing global organization of platform engineers, data engineers, and data scientists across the US and India. Influence executive stakeholders on AI infrastructure investment, build-vs-buy tradeoffs, and platform strategy.

To be successful in this role, you have: Direct experience owning ServiceNow Platform AI capabilities (Now Assist, AI Control Tower, Agent Fabric/Action Fabric, AI Agent Studio) alongside non-platform AI ecosystems (hyperscaler AI services across AWS/Azure/GCP, third-party model providers, multi-model orchestration platforms). Proven experience architecting enterprise AI infrastructure, including LLM integration, fine-tuning, orchestration, agentic AI and multi-agent systems, MCP-based integrations, and LLMOps/MLOps pipelines for production model deployment. Track record building the AI-ready data foundation that enterprise AI/ML depends on, and demonstrated experience in AI Security & Observability, including identity/access controls and runtime monitoring for AI agents and models. Extensive experience leading and scaling globally distributed engineering organizations, including platform engineers, data engineers, and data scientists, with experience managing