Manager, Software Engineering Management

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

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.

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.

Qualifications

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