Vice President, AI & Machine Learning Engineering
Listed on 2026-06-22
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IT/Tech
AI Engineer (Applied/Software), Machine Learning/ ML Engineer
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.
At Service Now, we're building the AI control tower for business reinvention. We are seeking an exceptional VP of AI & Machine Learning Engineering to lead the teams building our core AI products and capabilities — branded as Now Assist — delivered across IT, HR, Supply Chain, Finance, and CRM, serving industries from telco and healthcare to manufacturing, banking, and insurance.
This leader will drive the architecture, development, and delivery of key AI/ML capabilities embedded across the Now Platform — including AI model strategy, natural language understanding, agentic AI orchestration, voice, recommendation systems, and the ML infrastructure that powers enterprise-scale operations.
A key focus area is applying autonomous AI to the enterprise work context — building multi-step, multi-department business process automation that fundamentally changes how the world's largest companies operate. This includes advancing Service Now's model strategy, training and deploying purpose-built models optimized for enterprise workflows, and delivering omni-channel AI resolution across Chat, Voice, Computer Use, and Generative UI — with governance, trust, and transparency.
You will lead a world-class AI/ML engineering organization, partnering closely with Product, Platform, Data, UX, and Cloud teams to embed intelligence into every layer of the Service Now experience. This is a high-impact leadership role with direct influence on Service Now's AI-first transformation and competitive differentiation.
Responsibilities- Define and execute AI/ML strategy for your engineering domain, aligning research, engineering, and product delivery to Service Now's business objectives and revenue growth.
- Drive development and scaling of the Agentic AI Platform & Search — building foundational infrastructure for autonomous, multi-step agents that orchestrate complex, multi-department business processes with built-in governance and trust.
- Deliver omni-channel AI resolution and fulfillment, enabling seamless autonomous experiences across Chat, Voice, Computer Use, and Generative UI.
- Lead model strategy execution — including third-party and domain-specific models — optimizing for enterprise workflows at Fortune 500 scale.
- Build and operate enterprise-grade ML infrastructure: model training pipelines, feature stores, model serving, A/B experimentation, and MLOps at cloud scale.
- Lead applied research in NLP, generative AI, retrieval-augmented generation (RAG), vision, recommendation systems, and reinforcement learning for enterprise use cases.
- Partner across Platform, Data, Product, and UX teams to deliver intelligence at the right time, with the right context, in the flow of work.
- Recruit, develop, and scale a global AI/ML engineering organization of 100+ across the US, India, and Europe, cultivating a culture of research excellence and product impact.
- Represent Service Now as a thought leader in enterprise AI — engaging the broader AI community, supporting publications and conference participation, and helping attract world-class talent.
- MS or PhD in Computer Science, AI, Machine Learning, or a closely related field. Exceptional candidates with a BS and a strong industry track record will also be considered.
- 12+ years of progressive experience in AI/ML engineering and research, with 3+ years in senior leadership roles (Senior Director or VP level) at leading technology companies.
- Deep technical expertise across the modern AI stack: large language models, transformer architectures,…
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