Senior Manager, AI Foundation

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

Emerging Technology Group

Emerging Technology Group (ETG) is ServiceNow’s DT internal incubation group. Being customer zero for ServiceNow products we ensure the products works for us internally and delivers value as it gets in hands of our customers. As Customer Zero we implement all our technology workflows and deliver the best experience. With AI everywhere we are in charge of AI Experiences which cut across the enterprise like Search, Conversational Interfaces, Automation, and helping our DT developers to be productivity to build enterprise grade products on ServiceNow Platform.

We are focused on accelerating innovations and developing new concepts, forward-thinking solutions and products leveraging ServiceNow’s Intelligent platform and the best industry standards.

If you enjoy learning, growing and making an impact, you will love being in this role. You get exposure to every facet of the enterprise and can make a meaningful impact on both the business and on the people who work here. You will face new obstacles and priorities every day, which can be invigorating and push the boundaries of your thought process.

What our team values:

• Being humble and having each other’s backs
• Learning new things and offering expertise with each other—by answering a quick question on teams, pairing on a feature, or managing a lunch and learn session
• Producing high quality work, we’re proud of, and not taking shortcuts
• Having fun—we like to joke around, eat lunch collectively, and even hang outside of work
• Leaving work at work, maintaining a sustainable pace (no big bangs, few big pushes)

About the Role:

We are seeking a highly experienced and visionary Senior Manager for our AI Foundation team. This role is pivotal in driving the strategy, development, and implementation of AI capabilities, services and solutions to assist our organization’s AI initiatives that is a mix of traditional AI and Generative AI. The successful candidate will guide a team of AI engineers, product managers and architects, ensuring the delivery of cutting-edge AI technologies that enhance our products and services.

Key Responsibilities:

1. Strategic Leadership:

• Co-develop and drive execution of the strategic vision for AI capabilities, services and solutions in alignment with the company's overall AI strategy. Combination of Traditional AI capabilities and Gen AI that will drive value to our stakeholders.
• Collaborate with senior leadership to identify opportunities for AI integration across various business units.

2. Team Management:

• Guide, mentor, and grow a high-performing team of AI and data engineers.
• Foster a collaborative and innovative team environment that encourages continuous learning and improvement.

3. AI Foundation Development and Maintenance:

• Oversee the design, development, and deployment of scalable AI capabilities, services and solutions.
• Ensure the reliability, security, and performance of AI capabilities, services and solutions, enabling seamless integration with existing systems.
• Roll out Scalable AI Services at speed like LLM as service, Content Moderation service, Document Parser, AI Agents, Recommendations engine etc.

4. Project Management:

• Manage multiple AI projects, ensuring they are delivered on time, within scope, and within budget.
• Establish clear project goals, timelines, and deliverables, while effectively communicating progress to stakeholders.

5.Innovation and Implementation:

• Stay abreast of the latest advancements in AI technologies and methodologies.
• Drive the adoption of best practices in AI and machine learning across the organization.
• Implement AI solutions that drive business value and enhance customer experiences.

6.Stakeholder Engagement:

• Partner with cross-functional teams to understand their AI needs and develop tailored solutions.
• Present AI strategies and project updates to executive leadership and key stakeholders.

7.Governance and Compliance:

• Ensure all AI initiatives comply with relevant data privacy regulations and ethical standards.
• Develop and enforce governance frameworks to manage AI models and data usage specifically with regards to LLMs.

Qualifications

Experience:

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

Work Style:

• Comfortable working independently with minimal guidance, supporting leadership and driving initiatives.
• Ability to operate without direct supervision, prioritizing tasks and supporting multiple leaders.

Leadership and Relationships:

• 5+ years of managerial experience, capable of both direct work contributions and managing a team.
• Proven capability in building relationships and fostering connections across various levels of the organization for success.
• Proven track record of leading and managing high-performing teams.

Skills:

• Strong understanding of MLOps practices and proven experience of delivering great quality on enterprise software.
• Exceptional verbal and written communication skills with a collaborative and engaging approach.
• Ability to interface effectively with customers and diverse roles across all organizational levels.
• Comfort in ambiguous situations, coupled with thoughtful curiosity and a proactive attitude.

Analytical & Data-Oriented:

• Analytical and data-oriented mindset to solve complex business problems and recommend continuous improvement initiatives.

Environment and Tools:

• Thrives in a fast-paced, dynamic work environment.
• Knowledge of Snowflake or Databricks, Kubernetes, LLMs, document and vector databases and cloud based AI services such as Azure ML.
• ServiceNow Platform expertise is preferred.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $192,700 - $337,300, 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. Learn more here.

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 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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