Dir, Machine Learning Engrg Mgmt

ServiceNow•Santa Clara, CA

2d•Hybrid

About The Position

The Agentic Engineering Technology and Security Engineering organization is a dynamic group of builders, thinkers, and problem-solvers dedicated to delivering scalable, AI-powered software products that elevate how organizations work. We value AI first solutions, clean architecture, intuitive user experiences, and a culture of continuous improvement. Every engineer here plays a key role in shaping the quality and reliability of our products. This role is pivotal in driving engineering excellence, ensuring product reliability, and embedding quality into every stage of the AI lifecycle from product requirements and design, to AI enabled development, to delivery, and support. Provide strategic leadership for multiple engineering teams and DevOps thought leadership and mentoring in both advisory and delivery contexts. Oversee the architectural decisions, code and global quality testing efforts for our Agentic Engineering Technology and Security Engineering product family. Define and execute a unified engineering strategy aligned with AI product goals to ensure scalable solutions. Ensure quality and performance at scale for our world class platform and customer expansion. Develop and implement AI-aware testing frameworks for all shipped code and champion the integration of AI/ML into end-to-end engineering processes. Partner with product, design, and business leaders to shape priorities, influence strategy, and deliver world-class solutions. Build and scale teams and oversee end to end engineering processes to ensure scalability, reliability and efficiency focusing on product quality and delightful Platform Experiences. Establish KPIs for model reliability, drift detection, and user-facing performance. Represent engineering in cross-functional forums, executive reviews, and customer interactions.

Requirements

Strong executive presence and ability to influence senior levels.
Demonstrated success in scaling engineering organizations globally.
Expertise in engineering best practices, software architecture, quality engineering strategies, and automation frameworks.
Experience driving AI/ML adoption in software development and testing functions.
Ability to balance strategic thinking with execution focus.
Experience with automation/configuration and setting up complete end-to-end fully integrated delivery systems
Excellent stakeholder management, communication, and leadership skills.
Ability to go deep in technical areas across products and technology stacks.
Expertise in Python, Java, Go, or similar required.
Proven track record of delivering high-quality enterprise software products at scale.
Ability to communicate a compelling vision and need for change that generates excitement, enthusiasm, and commitment to the process.
Gravitation towards innovation approaches and automation opportunities.
Familiarity with managing a hybrid workforce.
Experience in leveraging critical thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
Experience in using AI Productivity tools such as Claude Code, Windsurf, Cursor, etc is required.
Experience leveraging AI/ML in engineering and quality processes (e.g., automated testing, AI-driven insights, intelligent monitoring).
Experience building new fully AI-native products from the ground up on a modern tech stack.
Experience in governing AI behavior and in setting AI policy guardrails, compliance and controls.
12+ years of progressive experience in engineering with 5+ years industry experience in DevOps architecture, technology consulting experience, Leading DevOps Architectural Designs, software delivery leadership in an Agile & DevOps practice, handling Application Build, Configuration Management, Deployment & Release Engineering and experience developing and leading enterprise initiative.

Responsibilities

Provide strategic leadership for multiple engineering teams and DevOps thought leadership and mentoring in both advisory and delivery contexts
Oversee the architectural decisions, code and global quality testing efforts for our Agentic Engineering Technology and Security Engineering product family.
Define and execute a unified engineering strategy aligned with AI product goals to ensure scalable solutions.
Ensure quality and performance at scale for our world class platform and customer expansion
Develop and implement AI-aware testing frameworks for all shipped code and champion the integration of AI/ML into end-to-end engineering processes
Partner with product, design, and business leaders to shape priorities, influence strategy, and deliver world-class solutions.
Build and scale teams and oversee end to end engineering processes to ensure scalability, reliability and efficiency focusing on product quality and delightful Platform Experiences
Establish KPIs for model reliability, drift detection, and user-facing performance.
Represent engineering in cross-functional forums, executive reviews, and customer interactions.