Sr. Director, SRE Platform Engineering

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign's Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

The Senior Director, SRE Platform Engineering is a senior engineering leader responsible for bringing production-grade engineering rigor to Docusign's internal employee services ecosystem. In this role, you will pivot our internal operations from a traditional "IT Ops" model to a modern Platform Engineering model. You will own the technical vision for our IT Service Management (ITSM) and Site Reliability Engineering (SRE) capabilities, applying the same standards of reliability, scalability, and code quality to internal tools that Docusign applies to its customer-facing products. You will lead teams that deliver secure, AI-driven, and intuitive experiences that enable a modern SaaS enterprise.

This position is a people manager role reporting to the GVP, Global Infrastructure and Operations.

Responsibility

• Define and drive a multiyear technical roadmap that treats internal services as products and Docusign employees as customers

• Champion a software-engineering mindset for ITSM, moving away from manual "ticket management" toward self-healing systems and API-first workflows

• Partner closely with Product Engineering, Security, Data, and Enterprise Applications to ensure internal platforms integrate seamlessly with the broader Docusign ecosystem

• Transform the ITSM ecosystem (centered on ServiceNow today) into a first-class engineering product

• Escape the GUI: Drive an "Infrastructure as Code" (IaC) approach to ITSM configuration and workflow automation, reducing reliance on manual point-and-click administration

• Design and deliver robust integrations and instrumentation between internal services and external SaaS providers using modern event-driven architectures

• Establish strong engineering practices (CI/CD, unit testing, code review, documentation) across the ITSM and SRE teams.

• Lead SRE teams accountable for the reliability, performance, and availability of critical internal services (e.g., collaboration tools, support portals, core finance/business systems)

• Implement SRE best practices-SLOs/SLIs, Error Budgets, and Capacity Planning-to ensure internal systems meet the demands of a fast-moving global workforce

• Evolve incident response into a highly automated function, utilizing data-driven detection and automated remediation to minimize "Mean Time to Recover" (MTTR)

• Own the observability strategy for internal services, ensuring we have rich telemetry to debug complex cross-platform integration issues

• Architect the "Zero-Touch" Support Model: Partner with AI teams to embed GenAI into employee journeys (virtual agents, intelligent routing, proactive error resolution)

• Drive self-service adoption by reducing friction; measure success not just by "ticket volume reduction," but by "time given back" to the business

• Define and track metrics that quantify the impact of automation on employee productivity and operational efficiency

• Build, lead, and mentor a high-performing, diverse team of Software Engineers, SREs, and Technical Product Owners

• Set clear Objectives and Key Results (OKRs) that align technical reliability with business velocity

• Foster a culture of blameless post-mortems and continuous learning, ensuring that every incident results in a permanent system improvement

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• 15+ years in Software Engineering, Platform Engineering, or SRE roles, including 5+ years in senior technical leadership (Director or above)

• Experience treating internal infrastructure as code

• Comfortable leading teams that write code, not just configure tools

• Experience owning and evolving Enterprise Service Management platforms (e.g., ServiceNow, JSM) or a strong track record of building Internal Developer Platforms (IDP) at scale

• Background in building and operating distributed systems on AWS, Azure, or GCP

• Demonstrated success implementing SRE practices (SLOs, Error Budgets) in complex environments

• Track record of integrating disparate SaaS and enterprise systems in a secure, scalable way

Preferred

• Experience at a high-growth SaaS or product company (e.g., experience with "You Build It, You Run It" cultures)

• Experience embedding AI/GenAI into operations or support workflows

• Familiarity with ITIL frameworks but with the ability to pragmatically adapt them to modern DevOps/Agile methodologies.

• Have a vision for how AI and Engineering can reinvent the status quo of "Corporate IT"

• Product mindset focusing on the User Experience (UX) of the employee, ensuring internal tools are as delightful as consumer products

• Demonstrated success making decisions based on metrics and experimentation, not intuition

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $202,800.00 - $327,625.00 base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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