Senior Manager, AI Platform Engagement Management, Santa Clara

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

About the Team:

ITOM Discovery product is part of the Service Operations Business Unit that brings together IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB capabilities on the ServiceNow Platform. This product engineering organization builds the software that helps customers deliver resilient, intelligent, and efficient enterprise services. Together, these capabilities help customers modernize how they deliver and operate services, improve reliability, reduce manual effort, and drive measurable productivity outcomes on a single platform.

This engineering organization is a dynamic group of builders, thinkers, and problem-solvers focused on delivering scalable, AI-powered software products that improve how organizations work. We value clean architecture, intuitive experiences, operational excellence, and a culture of continuous improvement. Every engineer plays an important role in shaping the quality, reliability, and long-term success of our products.

What you get in this role:

As a Senior Manager of Engineering, you will lead the teams that architect and build assistive and autonomous AI-native products to usher customers (IT departments using our IT operations management applications) into an agentic-first era. The work will span large-scale distributed systems, data ingestion, context creation and utilization, agentic harnesses, cost optimization, and agentic feedback loops to ensure value realization for our customers. This role requires people leadership, thought leadership, deep technical expertise, strong architectural judgment, and a keen understanding of the scientific method to ship and refine real product through iterative experimentation. You will be accountable for the growth, health, and delivery outcomes of your teams.

Own technical strategy and delivery for your teams.
Set architectural direction, hold the bar on quality and reliability, and stay close enough to the work to validate hypotheses through evidence, not theory.
Hire, coach, and develop engineers, tech leads, and managers. Build inclusive, high-performing teams with clear career paths and durable ownership.
Identify and address value realization gaps in products that exist but aren’t delivering expected outcomes.
Diagnose root causes (architecture, UX, data quality, feedback loops, cost) and direct targeted improvements.
Establish architecture patterns, engineering standards, and operating rhythms specific to your problem domain.
Document tradeoffs, rationale, and implementation guidance to help teams move faster and make consistent decisions.
Collaborate across ITOM engineering teams to share learnings, validate approaches, and accelerate adoption of patterns that work.
Collaborate with stakeholders across Product, Design, Security, Operations, Sales, and Customer Success — aligning on roadmap and release readiness, meeting security and compliance requirements, and feeding field and customer signal back into engineering priorities.

Qualifications

To be successful in this role, you have:

Experience leveraging or critically evaluating how AI can be integrated into work processes, decision-making, or problem-solving. This includes using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's impact on the business or industry.
10+ years of related engineering experience, including 3+ years leading and managing engineering teams (including managers or team leads), or equivalent practical experience.
Strong experience building and operating large-scale distributed systems, enterprise platforms, data-intensive products, cloud-scale infrastructure.
Deep understanding of system design for scale, reliability, observability, fault tolerance, data quality, security, and production readiness.
Strong technical depth in Java, Golang or similar programming languages.
Strong judgment in balancing long-term architecture with pragmatic execution, customer impact, engineering velocity, and business priorities.
Experience mentoring senior engineers, raising engineering standards, and building reusable patterns that create leverage across teams.
Proven ability to define technical direction, influence architecture across teams, and translate ambiguous product strategy into executable engineering plans.
Ability to lead through formal authority and technical credibility alike, building alignment across peer engineering, Product, Design, Security, Operations, Sales, and Customer Success organizations.
Experience with enterprise IT operations management, Agentic AI, Harness engineering, is a strong plus.

For positions in this location, we offer a base pay of $190,900 - $334,100, 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 [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.