Senior Manager, AI Platform Engagement Management

ServiceNow•Santa Clara, CA

10d•$190,900 - $334,100•Hybrid

About The Position

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.

Requirements

Experience leveraging or critically evaluating how AI can be integrated into work processes, decision-making, or problem-solving. This includes using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's impact on the business or industry.
10+ years of related engineering experience, including 3+ years leading and managing engineering teams (including managers or team leads), or equivalent practical experience.
Strong experience building and operating large-scale distributed systems, enterprise platforms, data-intensive products, cloud-scale infrastructure.
Deep understanding of system design for scale, reliability, observability, fault tolerance, data quality, security, and production readiness.
Strong technical depth in Java, Golang or similar programming languages.
Strong judgment in balancing long-term architecture with pragmatic execution, customer impact, engineering velocity, and business priorities.
Experience mentoring senior engineers, raising engineering standards, and building reusable patterns that create leverage across teams.
Proven ability to define technical direction, influence architecture across teams, and translate ambiguous product strategy into executable engineering plans.
Ability to lead through formal authority and technical credibility alike, building alignment across peer engineering, Product, Design, Security, Operations, Sales, and Customer Success organizations.

Nice To Haves

Experience with enterprise IT operations management, Agentic AI, Harness engineering, is a strong plus.

Responsibilities

Lead and grow the engineering teams responsible for assigned problem areas within ITOM products, working with product and engineering leaders to understand blockers and opportunities around AI-native evolution and value realization.
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.