Manager, Hardware Sustaining Engineering

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 Hardware Sustaining Engineering Manager, you will be a member of the team that is responsible for global hardware design, standards, and architecture. Additional responsibilities include the leadership and development of Hardware Standards Engineers.
What you get to do in this role:

• Manage the sustainability of server, storage, and full-rack hardware standards that govern deployments to ServiceNow datacenters worldwide.
• Manage the process for maintaining server, storage, cloud service provider, and rack SKU documentation.
• Manage the process of designing server, storage, cloud service provider, and rack SKU documentation.
• Document change management.
• Develop new designs and changes to non-capacity components, including but not limited to cabinets, PDUs, network cables, power cables, and other device management hardware.
• Maintain relationships with reseller/integrators and suppliers of non-capacity components.
• Ensure continuity of supply by identifying and validating alternates for incumbent hardware solutions.
• Work directly with hardware manufacturers to evaluate new technologies and products for use in our global infrastructure.
• Design, build, and maintain operational configurations to ensure consistent deployments over time.
• Collaborate with various other engineering teams to plan hardware rollouts and address tactical issues.
• Manage daily work assignments for individual engineers.
• Lead a team of engineers with troubleshooting and problem remediation.
• Provide career development leadership to a team of engineers.

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.
• Minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience.
• 7+ years of datacenter management and/or technical program manager experience required.
• 2+ years experience in working with Cloud Service Providers (AWS, Azure, and others.)
• Experience required in enterprise server solutions, enterprise storage solutions, rack-level power design/management, and complex network cabling design.
• Intermediate understanding of AC/DC power calculations
• Exceptional attention to detail.
• Demonstrated ability to resolve complex problems.
• Willingness to travel for first article inspections, trade shows, etc
• Excellent communication and customer skills, problem solving, conflict management, listening, time management and interpersonal skills required. Must be able to communicate at a level appropriate to the audience.

Nice to have:

• Experience using the ServiceNow platform preferred

#GCS25
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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