Senior Software Engineering Manager – Cloud Platform & Infrastructure Services

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

At ServiceNow, the Cloud Platform & Infrastructure Services team provides the automation and operations control plane for the ServiceNow cloud. We build scalable, secure, and reliable systems that power our global cloud. Our customers include engineering teams across Systems, Network, Site Reliability, Observability, and Capacity — meaning your work directly enables the entire ServiceNow ecosystem.

What you get to do in this role:   

• Lead and grow high-performing engineering teams, fostering inclusion, learning, and technical excellence
• Partner with product, design, and peer teams to deliver high-quality, customer-centric solutions
• Drive execution on complex and ambiguous technical problems aligned to business priorities
• Ensure solutions are resilient, scalable, and secure, leveraging modern cloud technologies
• Recruit, mentor, and develop engineers while guiding their career growth
• Champion engineering best practices including agile development, coding standards, testing, and automation
• Collaborate across ServiceNow to align efforts, share knowledge, and deliver impact across the global cloud
• Lead multiple product development teams and ensure delivery of high-quality, scalable, and secure software.
• Manage a team of engineers, providing technical leadership, mentoring, and career development.
• Drive engineering excellence through architecture, design, and adoption of modern software practices.
• Work with product management and cross-functional stakeholders to set priorities and achieve product and business goals.
• Establish, standardize and scale strategies and automation frameworks across teams to ensure product reliability and performance.
• Drive innovation and continuous improvement across engineering functions, leveraging AI/ML where relevant.
• Drive Knowledge sharing of best practices related to engineering standards with other teams within ServiceNow.
• Anticipate technical and organizational challenges nor restricted to potential issues that might impact multiple products or features due to their broad expanse, providing clarity and structured solutions.
• Manage resources, staffing, and succession planning to build and retain a best-in-class engineering organization.

Qualifications

To 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.
• 12 years of experience in software engineering with a Bachelor's degree; or 8 years and a Master's degree; or a PhD with 5 years experience; or equivalent experience and at least 5+ years of Experience in a management position for technical teams.
• Proven leadership experience of engineering teams
• Strong leadership in providing direction, delegating effectively, and ensuring team accountability
• Experience with cloud platforms (AWS, Azure, GCP) and open-source tools in agile environments
• Track record of delivering projects that balance business priorities, risks, and outcomes
• Ability to understand broad architectural concepts and apply them to solve complex technical problems
• Ability to communicate architectural vision effectively across various forums.
• Experience influencing technical direction across teams or large-scale projects
• Familiarity with the ServiceNow platform (Core, ITOM, CMDB, Discovery) and/or Messaging Frameworks like RMQ / Kafka is a plus
• Curiosity and critical thinking about how AI can be integrated into engineering workflows
• Experience in prompt engineering and GenAl is a plus or nice to have.
• Experience in using Al productivity tools such as Cursor, Windsurf, etc. is a plus or nice to have.
• A strong attitude towards measuring and communicating business outcomes
• Proven success in managing large, distributed teams and leading through complexity.
• Experience leveraging AI/ML in engineering and quality processes (e.