ServiceNow Offices

Manages a network reliability and resiliency team, including career development, project prioritization, performance reviews, crisis management, and onboarding. Leads infrastructure reliability initiatives, automation efforts, process improvements, monitoring solutions, training, and adoption of new technologies. Requires hands-on Linux, database, systems, coding, cloud operations, distributed-team, SaaS infrastructure, and ITIL experience. Government of Canada Reliability Status screening is required.

Lead research initiatives advancing enterprise agentic AI, including agent memory, continual learning, resilience, safety, threat detection, privacy, and responsible AI. Define research agendas, publish influential work, validate hypotheses against deployed systems, and provide scientific leadership across researchers, engineers, product teams, and executives. Develop production-quality research software and influence technical decisions across the organization.

Owns consumption, adoption, renewal, and expansion outcomes for a complex portfolio of high-value ServiceNow customers. Leads executive business reviews, customer impact planning, risk mitigation, escalations, and strategic renewal conversations. Diagnoses configuration, workflow, and architecture blockers, applies AI agents with expert judgment, and translates customer needs into platform recommendations. Also mentors junior CSMs, contributes to playbooks and enablement, and provides feedback to improve internal tools and processes.