Software Engineering Manager

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.

• Manage product development activities and oversee end-to-end engineering deliverables.
• Manage and build a team of engineers by identifying individual strengths, providing career development, and proactively elevating engineers.
• Manage daily activities and lead monthly release cycles with product management, providing technical feedback to maintain delivery velocity, ensuring engineering excellence and code quality.
• Design conversational experiences across chat and voice. Build experiences that hold context across turns, hand off cleanly between automated and human agents, and behave consistently across channels — accounting for what voice imposes: latency budgets, barge-in, speech recognition error, disambiguation, and confirmation before consequential actions.
• Build AI native applications. Design and ship applications built around agentic behavior — intent interpretation, multi-step reasoning, tool invocation, and action on the user's behalf — together with the data models, integrations, and channels that make them usable in production.
• Design AI-driven autonomous workflows. Decompose business processes into the steps and decision points an agent can execute — determining where autonomy is appropriate, where a human checkpoint is required, and how exceptions, retries, and hand-back to a person are handled.
• Build automated evaluation and test non-deterministic behavior. Design and operate the evaluation that makes change safe — golden datasets, multi-turn conversation suites, model-as-judge scoring calibrated to human review, CI gates, and drift detection — plus adversarial, jailbreak, grounding, and tool-selection testing.
• Specify precisely and direct AI coding agents. Convert requirements into testable specifications with explicit scope, constraints, and acceptance criteria; decompose work into agent-sized tasks; and review agent output for correctness and maintainability. You own the result regardless of what produced it.
• Own quality, safety, and reliability in production. Monitor conversation quality, containment, hallucination, and unsafe actions; defend against prompt injection and data leakage; and ensure robust logging and tracing for debugging and audit.

• Proven experience as a software engineering manager, leading teams in a fast-paced environment.
• Strong technical background in software development, with experience in AI/ML, conversational AI, or related fields.
• Experience with cloud platforms (e.g., AWS, Azure, GCP) and microservices architecture.
• Excellent communication and collaboration skills, with the ability to work across global teams.
• Deep understanding of AI-native application development, including agentic behavior and autonomous workflows.
• Experience with CI/CD, automated testing, and quality assurance for AI systems.
• Ability to set technical direction and make sound technical judgments.
• Passion for developing and mentoring engineers.