Manager of Software Engineering - ServiceNow

This is your chance to change the path of your career and guide multiple teams to success at one of the world's leading financial institutions

As a Manager of Software Engineering at JPMorganChase within Infrastructure Platforms – Digital Workflows, you lead and develop engineers delivering secure, resilient ServiceNow capabilities. You drive predictable execution across the SDLC, set engineering and operational standards, partner with stakeholders to manage priorities and risk, and scale responsible use of enterprise-authorized AI-assisted engineering practices.

Job responsibilities

• Lead, coach, and develop software engineers; set clear expectations for ownership, quality, and inclusive collaboration.
• Manage day-to-day execution: prioritization, sprint planning, dependency tracking, and delivery commitments.
• Translate product outcomes into delivery plans (scope, sequencing, resourcing, milestones, risks) and manage trade-offs.
• Ensure engineering practices meet security, resiliency, compliance, and operational standards throughout the SDLC.
• Establish and enforce quality mechanisms (code review standards, testing expectations, definition of done).
• Drive platform engineering discipline for ServiceNow (configuration vs customization, upgrade-safe patterns, reuse).
• Partner with product, architecture, risk/control, and operations stakeholders to align priorities and resolve escalations.
• Lead adoption of enterprise-authorized AI-assisted engineering practices and SDLC/TLM automation, with clear human validation expectations and secure handling of inputs/outputs.
• Build operational excellence: incident learnings, root-cause management, reduction of recurring issues, and improved runbooks/on-call readiness.
• Manage hiring, onboarding, and performance management to build a high-performing team and healthy talent pipeline.
• Use delivery/quality metrics (predictability, throughput, defects, stability) to drive continuous improvement across teams.

Required qualifications, capabilities, and skills

• Formal training or certification in software engineering concepts with 5+ years of applied experience.
• Demonstrated people leadership (coaching/mentoring; performance management and/or team leadership responsibilities).
• Experience leading delivery for complex technology initiatives across the SDLC.
• Strong understanding of agile methodologies and modern engineering practices (planning, CI/CD concepts, continuous improvement).
• Strong understanding of application resiliency and operational readiness expectations in production environments.
• Strong understanding of secure engineering practices and working in controlled/regulated environments.
• Experience managing stakeholders and dependencies across multiple teams and functions.
• Experience leading teams working on ServiceNow and/or enterprise workflow/platform implementations.
• Experience defining and scaling responsible usage of enterprise-authorized AI-assisted development tools (ways of working, validation, measurement).
• Understanding of responsible AI use (data sensitivity, secure inputs/outputs, governance expectations) with ability to coach teams accordingly.
• Strong written and verbal communication skills, including the ability to drive alignment and escalate effectively.

Preferred qualifications, capabilities, and skills

• Prior hands-on ServiceNow development or deep familiarity with ServiceNow architecture and delivery patterns.
• ServiceNow certifications (CSA/CAD/CIS or related).
• Experience with large-scale integrations (APIs, event-driven patterns) and platform modernization.
• Familiarity with observability practices, SLOs/SLAs, and incident/problem management in production.
• Cloud familiarity (AWS/Azure concepts) and automation-first engineering mindset.
• Experience building multi-team operating rhythms (OKRs, quarterly planning, metrics-driven execution).
• Experience leading change in large organizations (process improvements, standardization, adoption).

FEDERAL DEPOSIT INSURANCE ACT: This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorganChase’s review of criminal conviction history, including pretrial diversions or program entries.