Senior Engineering Manager - AI Developer Products

Senior Engineering Manager - AI Developer Products

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

The Team

AI Developer Products builds the next generation of AI tools that enable agentic Service Now 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 Service Now 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 Service Now development at scale.
• 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 Service Now 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 Service Now 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 Service Now 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.

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, Type Script-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 Dev Ops and SRE practices.
• Proven ability to influence technical strategy and execute against complex organizational priorities.
• Strong communication and cross-functional…