Senior Manager, Software Engineering Management - AI Experience Framework

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:

Lead a team of full-stack software engineers responsible for the AI Experience Framework (AIUX) — the platform that powers ServiceNow's AI-first user interfaces. The team builds and supports modular, reusable conversational experiences using modern Lit-based web components, serving as the technical foundation for conversation-first applications.

Partner with product/App BU teams, core platform teams, and the many other UX component teams building on top of the framework.

• Manage product development activities across the AIUX framework roadmap
• Work with product management, design, support, and other dev teams to create high-quality, AI-first experiences
• Manage daily activities of the development team, including planning and delivery
• Solve difficult and often ambiguous problems spanning AI integration, performance at scale, and multi-team architecture
• Guide architecture decisions across the request path — proxy, version-aware routing, server-rendered component runtime — in partnership with senior ICs
• Set technical direction for framework-level APIs (context propagation, layout composition, state management) consumed by every downstream component team
• Represent AIUX Framework in cross-org architecture and roadmap discussions, and act as an escalation point for the hardest production issues
• Manage departmental resources, staffing, mentoring, and enhancing and maintaining a best-of-class engineering team

Qualifications

To be successful in this role you have:

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the industry)
• 10+ years of experience with technologies relevant to ServiceNow and advanced coding skills with high-quality results, including deep expertise in JavaScript and substantial experience in Java or a similar OO language (C++, C#, Go acceptable)
• 5+ years of experience managing core software engineering teams
• Experience coaching and growing engineers at various levels
• Experience leading team members who require little oversight in completing assigned work
• Experience providing direction, delegating assignments, and supporting a team to accomplish tasks
• Advanced experience with modern UI frameworks (Angular, React, Vue, or Lit) and a passion for JavaScript/the Web as a platform, reusability, and componentization
• Experience with open source tools and agile development environments
• Working knowledge of server-side rendering/hydration and systems-level Node.js concerns (process/worker isolation, HTTP/1.1 and HTTP/2 semantics, reverse proxying) — enough to guide and evaluate technical decisions made by the team
• Ability to understand broad concepts and use those concepts to develop solutions for problems spanning AI integration, performance, and multi-team coordination
• Experience completing projects based on company priorities, context, risks, and desired outcomes
• Ability to understand and implement best practices and coding standards for role-specific requirements (programming languages and tools, network design, functional design, algorithms, patterns, design and development, etc.)
• Track record managing multiple projects with material technical risk across teams and processes
• Exposure to multiple technology stacks: Cloud Dev, Platforms, Web Dev, Frameworks, service-oriented architecture

Preferred — AIUX Framework specific:

• Experience with build systems that emit multiple targets from one component source (server bundles vs. code-split browser bundles)
• Familiarity operating services in Kubernetes and building/maintaining observability tooling (Grafana, Prometheus) for production systems
• Experience managing teams that build framework-level abstractions (component base classes, context/DI systems, event contracts) consumed by many other engineering teams

For positions in this location, we offer a base pay of $171,900 - $300,800, 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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 globaltalentss@servicenow.com 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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