Manager, Software Engineering Management (AI/ML)

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
About the team:
The Agentic AI team is a platform engineering group responsible for building ServiceNow's AI Agents framework-the foundational infrastructure that enables product teams and customers to create intelligent, autonomous agents. We design and develop agentic pipelines using Python and Java, delivering capabilities such as agent reasoning, memory, orchestration, and evaluation at enterprise scale.
Beyond core platform development, engineers on this team have the opportunity to contribute to research initiatives in agent learning, agentic evaluation methodologies, and analytics. We embrace the rapidly evolving landscape of LLMs and Agentic AI while maintaining the reliability and performance standards required to operate at ServiceNow's scale.
What you get to do in this role:

• Lead and manage a team of engineers building ServiceNow's AI Agents framework, providing technical guidance and career development.
• Oversee engineering deliverables for agentic AI platform capabilities and drive development of agent learning systems and evaluation frameworks.
• Ensure engineering excellence, code quality, and delivery velocity across Python and Java codebases.
• Collaborate with product management, data science, and architecture teams to deliver enterprise-grade AI solutions.
• Drive innovation initiatives, including testing strategies, evaluation benchmarks, and automation to enhance reliability and performance.
• Solve complex problems by fostering collaboration and staying current with LLM and Agentic AI advancements.
• Mentor and build a best-in-class AI engineering team.
• Partner with cross-functional teams to align priorities and integrate best practices in AI/ML development.

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.
• 12+ years in software product engineering and 3+ years managing technical teams in AI/ML or platform engineering.
• Strong background in AI/ML systems, with experience in LLM-powered applications and agentic frameworks (e.g., LangChain, LangGraph).
• Advanced coding skills in Python and Java, with ability to provide technical leadership.
• Experience in evaluation strategies for AI systems, including automated testing and performance benchmarking.
• Ability to integrate AI into engineering workflows and decision-making.
• Knowledge of modern software engineering practices for enterprise AI products, including observability, reliability, and scalability.
• Experience with open-source AI/ML tools and agile development environments.
• Strong problem-solving, analytical, and communication skills with proven ability to mentor teams.
• Experience in cross-functional collaboration to deliver business impact.

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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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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