Senior Manager - Machine Learning Engneering

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role

We are looking for a Senior Manager of Machine Learning Engineering to lead a team building the next generation of AI Search and Retrieval capabilities that power intelligent experiences across the ServiceNow platform including Conversational and Agentic experiences.

You will lead engineers and machine learning practitioners responsible for designing and delivering highly scalable search, retrieval, ranking, recommendation, and RAG (Retrieval-Augmented Generation) systems that enable users to discover information, generate insights, and accomplish work more effectively.

This leader will collaborate closely with Product Management, Applied AI, Platform Engineering, UX, and Quality Engineering to define strategy, execute roadmap commitments, and deliver AI-powered experiences that serve millions of users globally.

You will play a critical role in advancing the technologies powering ServiceNow AI Search, Knowledge Retrieval, and GenAI experiences, while building a high-performing engineering culture focused on innovation, quality, and business impact.

Responsibilities

• Lead and grow a team of software engineers and machine learning engineers building large-scale AI Search and retrieval systems.
• Drive the strategy, arch