Senior Engineering Manager

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.

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 Service Now 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.

To be successful in this role, you have:

• Experience leveraging or critically…