Senior Manager - Machine Learning Engineering

What you get to do in this role

We are looking for a Senior Manager of Machine Learning Engineering to lead a team building the next generation of AI Search and Retrieval capabilities that power intelligent experiences across the ServiceNow platform including Conversational and Agentic experiences.

You will lead engineers and machine learning practitioners responsible for designing and delivering highly scalable search, retrieval, ranking, recommendation, and RAG (Retrieval-Augmented Generation) systems that enable users to discover information, generate insights, and accomplish work more effectively.

This leader will collaborate closely with Product Management, Applied AI, Platform Engineering, UX, and Quality Engineering to define strategy, execute roadmap commitments, and deliver AI-powered experiences that serve millions of users globally.

You will play a critical role in advancing the technologies powering ServiceNow AI Search, Knowledge Retrieval, and GenAI experiences, while building a high-performing engineering culture focused on innovation, quality, and business impact.

Responsibilities

• Lead and grow a team of software engineers and machine learning engineers building large-scale AI Search and retrieval systems.
• Drive the strategy, architecture, and execution for Search, Ranking, Relevance, Personalization, and RAG capabilities.
• Partner with Product Managers and architects to define and deliver innovative AI-powered experiences.
• Build scalable retrieval pipelines leveraging vector search, semantic search, ranking models, and large language models.
• Improve relevance, precision, recall, and overall search quality across structured and unstructured enterprise content.
• Establish architectural patterns for highly available, resilient, and performant distributed systems.
• Lead the development and production deployment of machine learning models and retrieval services at enterprise scale.
• Drive operational excellence, reliability, observability, and performance optimization across the platform.
• Mentor engineering leaders and individual contributors while fostering a culture of collaboration, innovation, and technical excellence.
• Partner with cross-functional stakeholders to evaluate emerging AI technologies and accelerate their adoption into customer-facing products.
• Balance short-term delivery goals with long-term technical investments and platform evolution.

Department: Engineering, Infrastructure and Operations
Function: Engineering
Experience Level: Not Applicable