Senior Manager, Systems Engineering - Mail and Messaging

Company Description
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.
Job Description
As a Senior Manager of Systems Engineering - Mail & Messaging, you will oversee the team responsible for designing, building, and scaling the global mail and messaging infrastructure which serves our customer-facing ServiceNow platform.
NOTE: This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.
What you get to do in this role:

• Provide technical oversight for the engineering team and partner with product development on new features and enhancements.
• Work with product and program management to define and communicate the team's external commitments and roadmap.
• Field responses to escalated external customer issues or concerns and drive to resolution.
• Facilitate engineering team autonomy by assisting with project planning, prioritization, Agile process, and skill development.
• Support growth of engineers via hiring, goal setting, individual development plans, and performance reviews.
• Provide technical guidance for systems and process optimization opportunities and participate in architectural reviews.
• Assess compliance, risks, and vulnerabilities to ensure all systems and baselines are operationally sound, performant at scale, and exceed customer expectations.
• Collaborate with peer teams on complex, global engineering efforts to ensure architecture agreement, resource coordination, and implementation timelines.

Qualifications
To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Solid understanding of systems infrastructure components including hardware platforms, Linux OS, virtualization, containers, public cloud, email routing and deliverability, and message brokers such as Kafka and RabbitMQ.
• Experience with queue-based systems, internet mail protocols (SMTP, POP, etc.), and email deliverability considerations is strongly desired.
• Aptitude for clearly defining problems, collecting data, establishing facts, and drawing conclusions that can inspire action in others.
• Ability to work cross-functionally via level-appropriate communication to build consensus, drive complex

Basic Qualifications:

• Proven experience leading a software engineering or DevOps-style development and engineering team across a global 24x7 production environment.
• Deep background in Linux systems architecture and engineering on a global scale.

JV20
For positions in this location, we offer a base pay of $168,900 - $295,600, 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.
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 ServiceNow employees depending on the nature of their work. Learn more here .
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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