Senior Manager, Software Engineering Management - AI Framework

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, 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.

What you get to do in this role:

Lead a team of full-stack software engineers responsible for the AI Experience Framework (AIUX) — the platform that powers Service Now's AI-first user interfaces. The team builds and supports modular, reusable conversational experiences using modern Lit-based web components, serving as the technical foundation for conversation-first applications.

Partner with product/App BU teams, core platform teams, and the many other UX component teams building on top of the framework.

• Manage product development activities across the AIUX framework roadmap
• Work with product management, design, support, and other dev teams to create high-quality, AI-first experiences
• Manage daily activities of the development team, including planning and delivery
• Solve difficult and often ambiguous problems spanning AI integration, performance at scale, and multi-team architecture
• Guide architecture decisions across the request path — proxy, version-aware routing, server-rendered component runtime — in partnership with senior ICs
• Set technical direction for framework-level APIs (context propagation, layout composition, state management) consumed by every downstream component team
• Represent AIUX Framework in cross-org architecture and roadmap discussions, and act as an escalation point for the hardest production issues
• Manage departmental resources, staffing, mentoring, and enhancing and maintaining a best-of-class engineering team

To be successful in this role you have:

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the industry)
• 10+ years of experience with technologies relevant to Service Now and advanced coding skills with high-quality results, including deep expertise in JavaScript and substantial experience in Java or a similar OO language (C++, C#, Go acceptable)
• 5+ years of experience managing core software engineering teams
• Experience coaching and growing engineers at various levels
• Experience leading team members who require little oversight in completing assigned work
• Experience providing direction, delegating assignments, and supporting a team to accomplish tasks
• Advanced experience with modern UI frameworks (Angular, React, Vue, or Lit) and a passion for JavaScript/the Web as a platform, reusability, and componentization
• Experience with open source tools and agile development environments
• Working knowledge of server-side rendering/hydration and systems-level Node.js concerns (process/worker isolation, HTTP/1.1 and HTTP/2 semantics, reverse proxying) — enough to guide and evaluate technical decisions made by the team
• Ability to understand broad concepts and use those concepts to develop solutions for problems spanning AI integration, performance, and multi-team coordination
• Experience completing projects based on company priorities, context, risks, and desired outcomes
• Ability to understand and implement best practices and coding standards for role‑specific requirements (programming languages and tools, network design, functional design, algorithms, patterns, design and development, etc.)
• Track record managing multiple projects with material technical risk across teams and processes
• Exposure to multiple technology stacks:
  Cloud Dev, Platforms, Web Dev, Frameworks, service-oriented architecture

Preferred — AIUX…