Senior Engineering Manager - AI Developer Products

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

The Team

AI Developer Products builds the next generation of AI tools that enable agentic ServiceNow development. We design, build, and operate distributed agentic systems, define the agentic framework that powers them, create the evaluation frameworks that keep them reliable, and scale the capacity to support all of our customers. Our work directly shapes how developers build on ServiceNow in an AI-first world, impacting developer productivity, agent reliability, and the future of AI-powered engineering experiences. 

Key Areas of Focus

•  Agentic Systems: Deploying and operating distributed agentic systems that power AI-driven ServiceNow development at scale. 
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• Agentic Framework: Defining and building the agentic framework system that standardizes how agents are composed, orchestrated, and extended. 

• Evaluation & Quality: Creating evaluation frameworks that measure, benchmark, and continuously improve agent quality, accuracy, and reliability. 

• Scale & Capacity: Designing highly available, fault-tolerant distributed systems and scaling capacity to support all of our customers across global environments. 

• AI Developer Enablement: Building foundational capabilities that improve engineering velocity, operational efficiency, and the developer experience for agentic development. 

Engineers in this organization solve complex distributed systems challenges and help define the future architecture of AI-powered development at ServiceNow as we continue to evolve into an AI-first enterprise software company. 

Engineers in this organization solve complex distributed systems challenges and help define the future architecture of the ServiceNow platform as we continue to evolve into an AI-first enterprise software company.

What You Get To Do In This Role 

• Lead the development of distributed agentic systems and the frameworks that power AI-driven ServiceNow development. 

• Partner closely with Product Management, Architecture, Infrastructure, AI Platform, and Engineering teams to deliver scalable and resilient agentic capabilities. 

• Drive technical strategy and execution for highly distributed, high-throughput systems. 

• Foster a culture of engineering excellence, operational rigor, and continuous innovation. 

• Lead and mentor engineering managers and software engineers while growing a world-class engineering organization. 

• Make architectural decisions that improve scalability, reliability, performance, and maintainability. 

• Drive adoption of AI-powered engineering practices and intelligent automation across the software development lifecycle. 

• Manage organizational priorities, staffing, career development, and succession planning. 

• Navigate ambiguity and solve complex technical and organizational challenges that span multiple teams and products. 

• Champion engineering best practices including observability, resiliency, automation, security, and operational excellence. 

Qualifications

To be successful in this role, you have:

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, software development, or operational workflows. 

• 8+ years of software engineering experience, including significant experience building large-scale distributed systems and cloud-native platforms. 

• 3+ years of engineering leadership experience managing high-performing software engineering teams. 

• Extensive experience building NodeJS, TypeScript-based applications (must). 

• Distributed systems experience, framework design experience, and infrastructure design experience (must). 

• Infrastructure operational experience with Kubernetes (k8s) systems (must). 

• Strong networking and systems design experience (must). 

• Experience with Java and distributed systems architecture. 

• Experience building and operating large-scale backend systems, runtime services, or infrastructure systems. 

• Deep understanding of system design, scalability, performance optimization, concurrency, fault tolerance, and observability. 

• Experience with event-driven architectures, messaging systems, caching technologies, and large-scale data processing. 

• Experience operating services in cloud-native environments using modern DevOps and SRE practices. 

• Proven ability to influence technical strategy and execute against complex organizational priorities. 

• Strong communication and cross-functional leadership skills. 

• Experience working in agile development environments and contributing to open-source technologies is a plus. 

Preferred

• Experience building agentic systems, AI frameworks, developer platforms, or distributed systems at enterprise scale. 

• Experience with AI-enabled platforms, evaluation frameworks, telemetry systems, or intelligent automation frameworks. 

• Experience driving reliability, performance, and operational excellence initiatives for mission-critical services. 

For positions in this location, we offer a base pay of $171,900 - $300,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 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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