Director, Release Management

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 — ServiceNow 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.

About the Team

Join a high-impact team of platform engineers at the heart of our enterprise technology ecosystem. The ServiceNow Solutions and Services team, part of Digital Technology Operations, is responsible for the design, build, support, and operation of our critical business platforms and services. 

The Impact You’ll Make

The Director will oversee our release management and deployment activities, and will define and enforce best practices for software releases, working closely with various departments to ensure high-quality, efficient, and low-risk delivery of new features and products to end-users. This is a team where engineering excellence, architectural rigor, and problem-solving at scale drive everything we do.

What You’ll Do

• Maintain and continuously improve the enterprise-wide release and deployment management processes and procedures, ensuring they are adopted by all relevant teams.
• Lead, mentor, and motivate a team of release managers and release engineers, fostering a culture of continuous improvement and delivery excellence.
• Define the vision, roadmap, and requirements for the release process and associated infrastructure, aligning release schedules with business and technical objectives.
• Oversee the creation and management of the enterprise release calendar and coordinate go-live activities across multiple development, QA, and operations teams.
• Proactively identify, manage, and resolve risks and issues that could impact the scope, quality, and schedule of releases. Develop rollback plans and support incident management when deployment issues occur.
• Serve as the primary point of contact for release status and strategy, communicating effectively with a wide range of stakeholders, including executive leadership and external partners.
• Define and track release performance metrics through trend reporting and analysis to identify bottlenecks and drive improvements.

What You Bring to the Role:

• A minimum of 10+ years related experience working in IT, with extensive experience (5+ years) in a dedicated release management, DevOps, or senior technical delivery role.
• Expert-level knowledge of the software development lifecycle (SDLC), Agile methodologies (e.g., Scrum, Kanban), and DevOps practices is essential.
• Relevant certifications such as ITIL, Certified ScrumMaster (CSM), or SAFe are highly valued.
• Strong hands-on experience with relevant technologies, including CI/CD pipelines, project management, cloud platforms, Source control and ITSM platforms.
• Experience with ServiceNow products and services.
• Ability to lead cross-functional and distributed teams.

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For positions in this location, we offer a base pay of $170,300 - $298,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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