Full-Time Senior Manager, AI Foundation

Emerging Technology Group (ETG) is ServiceNow’s DT internal incubation group, ensuring ServiceNow products work internally and deliver value to customers.

As Customer Zero, we implement all technology workflows and deliver the best experience.

AI Experiences, including Search, Conversational Interfaces, Automation, are crucial for DT developers to build enterprise-grade products on the ServiceNow Platform.

We focus on accelerating innovations and developing new concepts, forward-thinking solutions, and products leveraging ServiceNow's Intelligent platform and industry best practices.

Team Values:

• Humility and mutual support
• Learning and knowledge sharing
• High-quality work, avoiding shortcuts
• Fun and collaboration
• Sustainable pace and work-life balance

About the Role: We seek a highly experienced and visionary Senior Manager for our AI Foundation team.

Responsibilities:

1. Strategic Leadership: Co-develop and execute the strategic vision for AI capabilities, services, and solutions (traditional AI and Generative AI).
2. Team Management: Guide, mentor, and grow a high-performing team of AI engineers, product managers, and architects.
3. AI Foundation Development & Maintenance: Oversee design, development, and deployment of scalable AI capabilities and solutions, ensuring reliability, security, and performance.
4. Project Management: Manage multiple AI projects, ensuring timely, scoped, and budget-conscious delivery.
5. Innovation & Implementation: Stay current with AI advancements and drive best practice adoption. Implement AI solutions to enhance business value and customer experiences.
6. Stakeholder Engagement: Partner with teams to understand needs and develop solutions. Present AI strategies and updates to leadership.
7. Governance & Compliance: Ensure AI initiatives comply with data privacy regulations and ethical standards. Develop and enforce AI model and data usage governance, specifically for LLMs.

Experience:

• 10+ years in technology leadership with AI focus
• Experience managing distributed teams
• Expertise in Python, OOP, Design Patterns, efficient algorithms
• Experience building products with challenging algorithms
• Experience delivering highly scalable AI services in the enterprise
• Expertise in coding efficient, object-oriented, modularized and quality software
• Strong knowledge of core AI/ML techniques and algorithms
• Strong understanding of PEFT/LORA techniques, GPU inference optimization, LLM transformer architectures, Auto-evaluation methods
• Bias for action in ambiguous net-new contexts
• Knowledge of unit testing, profiling, and code tuning

Work Style/Leadership: Comfortable working independently, supporting leadership, and driving initiatives; capable of direct work contributions and team management.

Skills:

• Strong understanding of MLOps practices and proven experience
• Exceptional verbal and written communication skills
• Effective customer and cross-functional interaction
• Comfort in ambiguous situations
• Analytical and data-oriented mindset

Tools/Environment: Thrives in a fast-paced, dynamic work environment.

• Snowflake or Databricks, Kubernetes
• LLMs, document and vector databases
• Cloud-based AI services (e.g., Azure ML)
• ServiceNow Platform expertise is preferred

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