Job DescriptionWe 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.
What you get in this role:Lead High-Performing Engineering Teams- 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.
Drive Product & Technical Strategy- 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.
Deliver AI-Powered Customer Experiences- 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.
Lead Full-Stack Product Development- 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.
Execution Excellence- 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.
QualificationsTo be successful in this role you have:- 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.
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For positions in this location, we offer a base pay of $166,500 - $291,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
