Deployment Leadership
Serval · San Francisco
Extracted from the posting
Leads a new Deployment team of forward deployed engineers who deploy Serval's AI platform into customers' complex IT environments. The role starts hands-on, writing production code, leading pilots, and designing onboarding processes, and includes integrating APIs and debugging distributed systems. The posting does not name specific languages beyond general software engineering.
Who We Are
Serval is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform.
Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation.
We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management.
Role Overview
As a Deployment Leader, you’ll build and lead the team that sits closest to Serval’s customers — where product meets reality. You’ll own how we deploy Serval’s AI platform into complex IT environments, ensuring customers realize immediate value while feeding critical insights back into product and engineering.
You’ll start as a hands-on technical leader — writing code, leading high-stakes pilots, and designing scalable onboarding processes — then grow a team of forward deployed engineers who blend software engineering, customer empathy, and systems thinking.
This role is ideal for someone who’s operated at the intersection of engineering and customer success, thrives in ambiguity, and loves building zero-to-one technical teams in high-growth, AI-native startups.
What You’ll Do
- Build and lead the Deployed Software Engineering function, defining its charter, processes, and hiring plan.
- Own customer implementations and pilots, ensuring rapid, reliable value delivery for strategic accounts.
- Write production-quality code to extend Serval’s platform, integrate APIs, and solve unique customer challenges.
- Develop reusable onboarding frameworks, turning bespoke deployments into repeatable, scalable patterns.
- Partner with Product & Engineering to translate field learnings into roadmap priorities and platform improvements.
- Act as a trusted advisor to customers’ IT and Security leaders, guiding them through automation design and rollout.
- Drive technical strategy for migrations, integrations, and long-term account success.
- Recruit, mentor, and develop a world-class team of forward deployed engineers who embody Serval’s pace and precision.
- Establish metrics and systems to track deployment velocity, adoption, and satisfaction across accounts.
What You’ll Need
- 7–10+ years of software engineering experience, with 3+ years leading technical or customer-facing teams.
- Proven track record of building and scaling Software Engineering teams in a fast-paced SaaS or AI environment.
- Strong technical foundation — capable of reading and writing production code, building APIs, and debugging distributed systems.
- Experience working directly with enterprise customers on deployments, integrations, and architecture design.
- Excellent communication skills — able to translate between technical and executive audiences.
- Builder’s mindset: thrives in ambiguity, moves fast, and creates process where none exists.
- Deep customer empathy and the ability to balance short-term needs with long-term platform evolution.
- Based in or willing to work from our SF HQ, 5 days/week, with occasional travel to customers.
Nice to Have
- Prior startup experience as an early technical or engineering leader.
- Knowledge of IT, Security, or workflow automation domains.
- Comfort working with LLM-based or AI agent systems in production.
- Strong opinions on how “agentic” deployment teams should operate and measure success.
What We Offer
- Impact: Be a key player in shaping the success of our product and company.
- Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company.
- Culture: Join a culture that values innovation, ownership, accountability, and fun.
Compensation: $250K - $400K
Company stack
This posting doesn’t list technologies. These are the ones Serval uses across its other roles.
