Senior Engineering Manager, ServiceNow
Agentic & Generative AI Benchmarking and Evaluations
$201.3-352.3k
+ equity (when applicable) + variable/incentive compensation
Office located in Santa Clara, CA
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$201.3-352.3k
+ equity (when applicable) + variable/incentive compensation
Office located in Santa Clara, CA
1001+ employees
Company mission
To transform IT to revolutionize the enterprise.
Role
Who you are
- 8+ years of professional software engineering or machine learning experience, including 3+ years managing or technically leading high-performing AI/ML teams
- Experience in leveraging or critically 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
- Strong foundational knowledge of frontier AI SDKs and deep experience deploying or testing agentic/probabilistic software architectures (multi-agent orchestration, tool execution, and probabilistic feature deployment)
- Demonstrated experience implementing rigorous AI metrics (e.g., ROUGE, BLEU, G-Eval, LLM-as-a-judge patterns, and custom deterministic evaluation code) at an enterprise scale
- Proficiency in Python and familiarity with data analytics infrastructures (SQL, Pandas, NumPy) alongside standard MLOps tracking platforms
- Experience with complex knowledge infrastructure, SaaS platform architectures, or relational datasets (e.g., Knowledge Graphs, CMDBs)
- Ability to translate deeply technical evaluation data into executive-level risk assessments, ROI summaries, and strategic roadmap recommendations
- Bachelor’s or higher degree in Computer Science, Data Science, Machine Learning, or a highly quantitative field (Master's or Ph.D. is a plus)
What the job involves
- The Advanced Technology Group (ATG) at ServiceNow is a customer-focused innovation group building intelligent software and smart user experiences using existing and latest advanced technologies to enable end-to-end, industry-leading work experiences for customers. We are a group of researchers, applied scientists, engineers, and product managers with a dual mission
- We build and evolve the AI platform, and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure, we lay the foundations, research, experiment, and de-risk AI technologies that unlock new work experiences in the future
- We are seeking an exceptional, data-driven Senior Engineering Manager, Agentic & GenAI Benchmarking and Evaluations to establish and lead AI evaluation practices for both ServiceNow and our customers. As ServiceNow shifts enterprise workflows from simple generation to complex, autonomous agents, ensuring system reliability, safety, and accuracy is paramount
- In this role, you will lead a specialized team of AI evaluation engineers and data scientists. Your team will build the infrastructure, rigorous validation frameworks, and benchmarks that quantify the performance of Now Assist agentic workflows across multi-step orchestration, tool-calling, and enterprise-grounded reasoning
- You will bridge the gap between frontier AI research and hard production metrics, directly impacting the trust and adoption of autonomous workflows for millions of enterprise users
- Build the Evaluation Infrastructure: Design, own, and scale automated testing and evaluation harnesses (unit evals, integration evals, and production drift monitors) to measure agent quality and eliminate regressions
- Define Enterprise AI Benchmarks: Create standard, repeatable evaluation frameworks tailored to complex business workflows—assessing multi-agent orchestration, intent routing, multi-step planning loops, and long-term memory accuracy
- Validate Grounding & RAG Pipelines: Partner with search and data fabric teams to systematically evaluate Retrieval-Augmented Generation (RAG) pipelines, hybrid search, and semantic re-ranking systems
- Model Selection Optimization: Rigorously benchmark frontier LLMs (e.g., OpenAI, Anthropic, Google, and proprietary ServiceNow models) to evaluate trade-offs across execution capabilities, latency, context-window efficiency, and inference costs
- Lead a High-Performing Team: Recruit, mentor, and foster an AI-native engineering team, driving engineering best practices, prompt-infrastructure stability, and production-grade rigor
- Cross-Functional Leadership: Collaborate with Core Product, Machine Learning Platforms, and Engineering leads to translate baseline performance statistics into actionable product improvements and model fine-tuning targets
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7,700 customers, including 85% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in the upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15B, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Generous family leave
- Matched donations
- Annual learning stipends
- Flexible PTO
- Competitive retirement plan
- Paid volunteer time
Company HQ
Santa Clara, CA
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 55 more jobs at ServiceNow