SRE Manager, ServiceNow

• 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
• 6 to 10 years of experience in SRE or DevSecOps, with a focus on service operations, quality, automation, security, cost, and support
• Strong understanding of SRE principles and practices, including SLOs, SLIs, and SLAs
• Experience scaling operations for SAST, Secret Management, SCA, or Container Security
• Strong verbal communication skills and demonstrated ability to partner with teams across the company to deliver high impact outcomes
• Extensive experience with cloud native platforms (e.g., AWS, Azure, GCP) and containerization (e.g., Docker, Kubernetes)
• Proficiency in scripting languages (e.g., Python, Bash) and automation tools (e.g., Terraform, Ansible)
• Strong understanding of networking, security, and operating systems
• Experience with monitoring and logging tools (e.g., Prometheus, ELK, Grafana, etc.)
• Excellent critical thinking skills to solve ambiguous problems
• Strong written communication skills to deliver technical documentation and communicate technical concepts to both non-technical business users as well as technical stakeholders
• Provides useful real-time coaching and recommends development activities and stretch assignments to team
• Fosters an environment that encourages and enables the team to build skills and develop their careers
• Provides direction, delegates, and removes obstacles to get work done
• Experience managing security tool integrations into the ServiceNow platform and the SDLC
• Bachelor's degree in Computer Science, Information Security, or a related field (Master's preferred)

Desirable

• The DevSecOps team within Product Security is responsible for building, integrating, and operating scalable security services that protect the NOW platform, store applications, mobile applications, and internal services
• We empower over 8k developers globally to build secure software by providing resilient automated security tools and services
• We are a collaborative and innovative team, driving a security-first culture through automation and continuous improvement
• We are seeking a dynamic and experienced SRE Manager to lead the Site Reliability Engineering (SRE) efforts for the DevSecOps team
• Your focus will be on ensuring the operational excellence, security, reliability, performance, and cost optimization of our security services, enabling the DevSecOps team to shift left security findings and proactively mitigate product risks
• You will work closely with two other Service Development Managers that are responsible for the development of SAST, Secret Management, SCA, Container Security, AI Model Security, and service integrations into the SDLC
• As the SRE Manager, you will supervise a team that drives operational excellence, security, reliability, performance, and cost optimization of our security services
• You will enable 8k developers to reliably shift left security findings and proactively mitigate product risks
• You’ll work closely with the Service Development team and a Product Owner to set goals, coordinate/monitor/report on service cost, reliability, performance, security, and operational excellence
• In addition, you’ll partner with peer Product Security groups such as Global Security Testing, Research, PSIRT, and Secure Software Development to understand opportunities for workflow automation using ServiceNow
• Develop and implement the SRE strategy for DevSecOps tools and services, aligning with the organizations OKRs and Product Security goals
• Build, mentor, and lead a high-performing team of SREs specializing in scaling highly integrated security services
• Foster a culture of collaboration, ownership, learning, and continuous improvement
• Manage staffing, budget, tools, workload, task prioritization, and resource allocation for the team
• Ensure the reliability, availability, and performance of product security tools and services by defining and enforcing SLOs
• Oversee the design, implementation, and maintenance of monitoring and alerting systems to proactively identify and address potential issues
• Monitor the performance, availability, cost, and security of these services, identifying bottlenecks and driving improvements. Drive visibility through reporting and dashboards
• Manage service cost optimization strategies to provide the highest value security services at the lowest cost
• Lead incident response efforts, drive blameless postmortems, and implement improvements to prevent recurrence
• Drive automation initiatives to reduce toil, improve operational efficiency, and enable faster deployments
• Collaborate with service development managers, engineers, and other stakeholders to ensure smooth operations and alignment on reliability goals
• Establish processes for Service Readiness and Change Management for review and agreement with Service Development Team
• Drive capacity management processes to ensure systems can scale to meet future demand by forecasting capacity needs and implementing appropriate scaling strategies
• Communicate SRE progress, impact, risks, and challenges to Senior Management, Stakeholders, and peer Service Development Managers