Manager, Software Engineering Management

ServiceNow•Santa Clara, CA

1d•Hybrid

About The Position

We are the ITSM Engineering at ServiceNow and our team focuses on designing, building, configuring, and optimizing the IT Service Management (ITSM) modules within the platform. It translates business requirements into automated workflows, integrating AI and ITIL best practices to streamline how IT services are delivered and supported across an enterprise. We are looking for an exceptional Engineering Manager to lead high-performing engineering teams responsible for building the next generation of AI-powered enterprise applications on the ServiceNow platform. This is a highly technical leadership role for someone who combines strong people leadership with architectural thinking, product mindset, and execution excellence. The ideal candidate has successfully led full-stack engineering teams, delivered customer-facing SaaS products, and embraces AI as an integral part of modern software development—from engineering productivity to customer experiences. You will partner closely with Product Management, Design, Platform Engineering, and senior technical leaders to shape product strategy, deliver innovative AI-powered capabilities, and build an engineering organization that consistently delivers high-quality products at scale.

Requirements

Experience in leveraging or critically 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.
Bachelor's or Master's degree in Computer Science, Engineering, or related discipline.
10+ years of software engineering experience building enterprise software or SaaS products.
2+ years of engineering management experience leading software engineering teams.
Demonstrated success building and leading high-performing engineering organizations.
Strong full-stack engineering background with experience across frontend technologies, backend services, APIs, cloud platforms, and distributed systems.
Experience delivering customer-facing enterprise products from concept through production.
Hands-on experience designing, building, or leading the development of AI-powered product capabilities using modern Generative AI technologies.
Demonstrated use of AI tools in day-to-day engineering workflows to improve productivity, code quality, software delivery, and developer effectiveness.
Experience collaborating with Product Management, Design, Security, Infrastructure, and other cross-functional partners.
Strong communication and stakeholder management skills with the ability to influence technical and business decisions across organizational boundaries.

Responsibilities

Lead and grow multiple engineering teams responsible for customer-facing enterprise applications.
Recruit, mentor, and develop exceptional engineers and technical leaders.
Foster a culture of ownership, innovation, inclusion, accountability, and engineering excellence.
Coach engineers and managers through technical growth, career development, and performance management.
Build an organization capable of delivering at scale while maintaining a high engineering bar.
Partner with Product Management, UX, and Architecture teams to define product vision and technical strategy.
Influence roadmap prioritization by balancing customer value, engineering investment, technical debt, and long-term platform health.
Drive architectural discussions across multiple teams while empowering senior engineers to own technical decisions.
Ensure engineering decisions are aligned with business goals and customer outcomes.
Lead teams building AI-native enterprise applications and intelligent workflows.
Drive adoption of Generative AI technologies including LLMs, AI Agents, RAG-based systems, intelligent automation, and conversational experiences where appropriate.
Champion responsible AI practices, ensuring security, scalability, privacy, explainability, and customer trust.
Leverage AI tools to improve engineering productivity, software quality, operational efficiency, and developer experience.
Foster a culture where engineers effectively use AI throughout the software development lifecycle.
Guide engineering teams delivering modern full-stack applications across frontend, backend, APIs, and cloud services.
Partner with senior engineers to establish scalable architectures, engineering standards, and development best practices.
Drive improvements in performance, reliability, observability, security, and maintainability across the product portfolio.
Encourage pragmatic technology choices that maximize customer value and engineering velocity.
Own delivery across multiple product initiatives from conception through production.
Establish predictable planning, execution, and release processes.
Monitor engineering health through quality, reliability, customer satisfaction, operational metrics, and developer productivity.
Lead incident reviews and continuous improvement initiatives that strengthen operational excellence.