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Description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

Job Role: Engineering Director, ITSM (ServiceNow) Platform

American Express is seeking an experienced Engineering Director to lead the development and production support functions for our IT Service Management (ITSM) platform, built on ServiceNow. Reporting to the Vice President of IT Asset Management and ITSM Platform, this role will drive the development strategy, and operational excellence of our ServiceNow platform. The ideal candidate will combine exceptional people leadership with deep technical expertise in ServiceNow and broader software engineering disciplines, fostering innovation and delivering business-critical solutions in a fast-paced, dynamic environment.

Responsibilities

+ Strategic Leadership: Define and execute the vision for the American Express implementation of the ServiceNow platform, aligning with American Express’s IT and business objectives.

+ Platform Governance: Define and manage the governance of the platform, aligning with multiple stakeholders, to ensure development and usage of the platform meets governing principles and facilitates consistent upgrades and peak performance.

+ Platform Development & Optimization: Oversee end-to-end development, configuration, and optimization of the ServiceNow platform, including modules (e.g., Incident, Problem, Change, Asset, IT Operations Management (ITOM),Configuration Management Database (CMDB), Vulnerability Response(VR), Third-Part Risk Management (TPRM), Security Operations (SecOps), workflows, and integrations.

+ Team Leadership: Hire, mentor, and manage a high-performing team of engineers, fostering a culture of innovation, accountability, and continuous improvement.

+ Performance & Talent Management: Drive performance evaluations, career development, and succession planning to build a robust talent pipeline.

+ Execution & Delivery: Lead agile development processes, ensuring timely delivery of high-quality, secure, and scalable solutions.

+ Vendor & Stakeholder Collaboration: Manage relationships with ServiceNow and other third-party vendors, collaborating with cross-functional teams to ensure seamless integration and alignment.

+ Innovation & Thought Leadership: Identify opportunities to leverageemerging ServiceNow functionality, other emerging technologies and industry best practices to enhance the ServiceNowplatform.

+ Executive Communication: Present strategies, progress, and outcomes to senior leadership, translating technical concepts into business value.

+ Operational Excellence: Ensure platform reliability, security, and compliance with enterprise standards, driving continuous improvement in DevOps practices.

+ Ambiguity Navigation: Make informed decisions in complex, ambiguous scenarios, balancing short-term needs with long-term goals.

Qualifications

+ Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.

+ Experience: 10 years of relevant experience in software engineering, IT service management, or platform development, with at least 5 years in a technical or people leadership role.

+ ServiceNow Expertise:

* Deep knowledge of the ServiceNow platform, including architecture, modules (e.g., ITSM, ITOM, ITAM, SecOps), workflows, and integrations.

* Hands-on experience with ServiceNow development, configuration, and administration.

* Familiarity with ServiceNow’s best practices and ecosystem, including API integrations and custom applications.

+ General Technical Expertise:

* Strong understanding of the software development lifecycle (SDLC) and agile methodologies.

* Proficiency in software programming fundamentals, with past hands-on coding experience in a programming language (e.g., Java, Python, JavaScript, or similar).

* Knowledge of information security principles, OSI model, network fundamentals, and system architecture.

* Experience with DevOps practices, CI/CD pipelines, and cloud technologies is a plus.

+ People Leadership:

* Proven ability to hire, develop, and retain top engineering talent.

* Expertise in performance management, talent development, and fostering inclusive team cultures.

* Strong business acumen, critical thinking, and the ability to cast a compelling vision.

* Exceptional collaboration and communication skills, with experience presenting to executives and managing vendor relationships.

* Ability to drive innovation, navigate ambiguity, and lead teams through complex, high-stakes projects.

+ Certifications: ServiceNow certifications (e.g., Certified System Administrator, Certified Application Developer, or ITIL) are highly desirable.

+ Soft Skills: Innovative mindset, strategic thinking, and the ability to influence and inspire at all levels of the organization.

Qualifications

Salary Range: $170,000.00 to $255,000.00 annually bonus equity (if applicable) benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

+ Competitive base salaries

+ Bonus incentives

+ 6% Company Match on retirement savings plan

+ Free financial coaching and financial well-being support

+ Comprehensive medical, dental, vision, life insurance, and disability benefits

+ Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

+ 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

+ Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

+ Free and confidential counseling support through our Healthy Minds program

+ Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

**Job:** Operations

**Primary Location:** US-Arizona-Phoenix

**Schedule** Full-time

**Req ID:** 25009256