Dir, Machine Learning Engrg Mgmt

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
About the Team:
The Agentic Engineering Technology and Security Engineering organization is a dynamic group of builders, thinkers, and problem-solvers dedicated to delivering scalable, AI-powered software products that elevate how organizations work. We value AI first solutions, clean architecture, intuitive user experiences, and a culture of continuous improvement. Every engineer here plays a key role in shaping the quality and reliability of our products.
What you get to do in this role:

• This role is pivotal in driving engineering excellence, ensuring product reliability, and embedding quality into every stage of the AI lifecycle from product requirements and design, to AI enabled development, to delivery, and support.
• Provide strategic leadership for multiple engineering teams and DevOps thought leadership and mentoring in both advisory and delivery contexts
• Oversee the architectural decisions, code and global quality testing efforts for our Agentic Engineering Technology and Security Engineering product family.
• Define and execute a unified engineering strategy aligned with AI product goals to ensure scalable solutions. Ensure quality and performance at scale for our world class platform and customer expansion
• Develop and implement AI-aware testing frameworks for all shipped code and champion the integration of AI/ML into end-to-end engineering processes
• Partner with product, design, and business leaders to shape priorities, influence strategy, and deliver world-class solutions.
• Build and scale teams and oversee end to end engineering processes to ensure scalability, reliability and efficiency focusing on product quality and delightful Platform Experiences
• Establish KPIs for model reliability, drift detection, and user-facing performance.
• Represent engineering in cross-functional forums, executive reviews, and customer interactions.

To be successful in this role, you have:

• Strong executive presence and ability to influence senior levels.
• Demonstrated success in scaling engineering organizations globally.
• Expertise in engineering best practices, software architecture, quality engineering strategies, and automation frameworks.
• Experience driving AI/ML adoption in software development and testing functions.
• Ability to balance strategic thinking with execution focus.
• Experience with automation/configuration and setting up complete end-to-end fully integrated delivery systems
• Excellent stakeholder management, communication, and leadership skills.
• Ability to go deep in technical areas across products and technology stacks. Expertise in Python, Java, Go, or similar required.
• Proven track record of delivering high-quality enterprise software products at scale.
• Ability to communicate a compelling vision and need for change that generates excitement, enthusiasm, and commitment to the process.
• Gravitation towards innovation approaches and automation opportunities.
• Familiarity with managing a hybrid workforce.

Qualifications

• Experience in leveraging critical 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.
• Experience in using AI Productivity tools such as Claude Code, Windsurf, Cursor, etc is required.
• Experience leveraging AI/ML in engineering and quality processes (e.g., automated testing, AI-driven insights, intelligent monitoring).
• Experience building new fully AI-native products from the ground up on a modern tech stack.
• Experience in governing AI behavior and in setting AI policy guardrails, compliance and controls.
• 12+ years of progressive experience in engineering with 5+ years industry experience in DevOps architecture, technology consulting experience, Leading DevOps Architectural Designs, software delivery leadership in an Agile & DevOps practice, handling Application Build, Configuration Management, Deployment & Release Engineering and experience developing and leading enterprise initiative.

For positions in this location, we offer a base pay of $240,100 - $420,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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