Director - Network Builds - Cloud Services

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

ServiceNow's Cloud Network Services team (CNS) is looking for a Director, Network Builds to lead a team of network engineers in the growth of our data center and cloud production network worldwide. This role will own all build and deployment activities worldwide and drive new product introduction and network standards as they are deployed to the network. In addition, this role will have a critical impact on meeting our customers' commitments while maintaining our goals of automation and standardization across all of our builds.
The successful candidate for this role will have proven network engineering experience in cloud / hyperscale operations and a proven ability to lead the interface between code and networks on their path to automation.

What you get to do in this role:

Team Management:

• The successful candidate will directly manage all aspects of the network build process in all ServiceNow data centers and cloud operations. You will lead a team of network engineers distributed worldwide, with a focus on delivering network infrastructure and connectivity within the ServiceNow production network.
• This position is responsible for all incidents and escalations pertaining to any network build project and the associated process and workflows with a particular focus on maintaining the standards and quality of our build programs. The candidate will participate in the continued development and execution of network management processes including Incident, Problem, Configuration, and Change management.
• The role is accountable for effectively onboarding and preparing all of Network Engineers for new technology, systems and automation that will be supported or used by the team and the wide Cloud Network Services team in the application support and development areas
• The successful candidate will bring a DevOps mentality to the teams and will drive the team towards automated solutions to manual and repetitive tasks.
• This role will be a member of the CNS leadership group and will be a critical part of setting direction for the organization.

Process and Procedures:

• The successful candidate will ensure appropriate rigor, discipline, consistency and predictability is applied across the entire organization with respect to how changes are scheduled, executed and measured.
• They will analyze current procedures and processes and drive continuous improvement efforts to ensure the Network builds provide a quality service across all functional areas. This will include the setting up and continuous monitoring of KPI’s and metrics pertaining to individual and team performance.
• They will also provide documentation and training to internal departments to facilitate day-to-day operations throughout the company and define, share and deliver insightful analysis across all metrics for the Operations teams.

Qualifications

To be successful in this role you have:

• Highly Experienced in both core Network Engineering along with data center build processes and physical plant enablement. Deep experience in building and activating networks in data centers around the world with limited staff onsite and a high dependency on automation
• Strong understanding or experience of operating in both physical first-party data centers along with cloud-based solutions.
• Strong working knowledge of operating in a follow-the-sun operational model, including geographic knowledge, talent acquisition, cultural dynamics, and cross-shift handovers and communications
• Strong understanding or experience with carrier test and turn-up procedures and experience working with global network providers
• Outstanding communication skills, both written and verbal, and strong interpersonal skills
• A working understanding of the technology associated with operating a service or platform in the cloud, including data center, server, application and relational databases
•  Attention to detail and the ability to work independently and lead a team
• Director-level experience within a Network Engineering organization working at cloud scale.
• Strong problem-solving and analytical skills with an aptitude for learning new technologies

Desired skills:

• 10+ years of experience in networking including routing, switching, security and load balancing.
• 5+ years experience managing teams at the Senior Manager or Director level.
• 5+ years experience with Internet and data center networks at provider or cloud scale.
• 5+ years experience with cloud computing technologies (e.g. Azure, AWS, Google Cloud Platform, etc.) across Windows and/or Linux
• Azure Core Platform: Compute, Storage, Networking.
• Continuous Integration/Continuous Deployment (CI/CD): using DevOps, Bit Bucket, GitHub.
• Experience in one or more automation languages (PowerShell, shell scripts, Perl, Python, Ansible, Terraform) desired.
• Possess a solid understanding of and have experience with most of the following network technologies: BGP, OSPF, IS-IS, HSRP/VRRP, IPSEC, SNMP.
• Deep, hands-on experience with TCP/IP protocols
• Familiarity with Cisco IOS and JunOS operating systems is required.
• Passion for customer experiences and focus on delivering high-quality support.
• Strong communication skills and empathy for customers.
• Ability to learn new technology in a fast-paced environment.
• Ability to deal with ambiguity.

GCS-23

For positions in the Bay Area, we offer a base pay of $207,300 - $362,700, 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 (subject to eligibility requirements). 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 talent.acquisition@servicenow.com 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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