Full-Time Senior Manager, AI Foundation

Emerging Technology Group (ETG) is ServiceNow’s DT internal incubation group. We ensure ServiceNow products work internally and deliver value to customers. As Customer Zero, we implement all technology workflows for the best experience. We are focused on AI experiences across the enterprise (Search, Conversational Interfaces, Automation). We help DT developers build enterprise-grade products on the ServiceNow Platform.

We seek a highly experienced and visionary Senior Manager for our AI Foundation team. This role drives the strategy, development, and implementation of AI capabilities (traditional AI and Generative AI) for our organization’s AI initiatives.

Key Responsibilities:

1. Strategic Leadership: Co-develop and execute the strategic vision for AI capabilities; collaborate with senior leadership.
2. Team Management: Guide, mentor, and grow a high-performing team of AI engineers, product managers, and architects.
3. AI Foundation Development and Maintenance: Oversee scalable AI capabilities, services, and solutions; ensure reliability, security, and performance.
4. Project Management: Manage AI projects effectively, meeting timelines and budget.
5. Innovation and Implementation: Stay current with AI advancements and drive their adoption.
6. Stakeholder Engagement: Partner with cross-functional teams to understand AI needs and present strategies to leadership.
7. Governance and Compliance: Ensure compliance with data privacy regulations and ethical standards, develop governance for AI models and data usage (LLMs).

Experience: 10+ years in technology leadership with a focus on AI; experience managing distributed teams; expertise in Python, OOP, Design Patterns; experience building products using challenging algorithms; experience in delivering highly scalable AI services; strong knowledge of core AI/ML techniques and algorithms; knowledge of PEFT/LORA, GPU inference optimization, LLM transformer architectures, and auto-evaluation methods.

Work Style: Comfortable working independently; ability to prioritize tasks and support multiple leaders.

Leadership and Relationships: Proven capability in building relationships across the organization; proven track record in leading and managing high-performing teams.

Skills: Strong understanding of MLOps; exceptional verbal and written communication; ability to interface effectively with customers and diverse roles; comfort in ambiguous situations; analytical and data-oriented mindset.

Environment and Tools: Knowledge of Snowflake or Databricks, Kubernetes, LLMs, document and vector databases, and cloud-based AI services (e.g., Azure ML). ServiceNow Platform expertise is preferred.

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