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ServiceNow's Applied AI Forward Deployed Engineering (FDE) team is seeking a Build Manager to support cross-functional teams in building and delivering intelligent, scalable AI solutions for strategic customers. You will operate on the frontlines of enterprise AI transformation, partnering with key customers to accelerate time to value and drive measurable outcomes.
In this role, you will:
- Work seamlessly with software engineers, product managers, product designers, and customers to deliver intelligent systems addressing mission-critical challenges using AI
- Collaborate directly with customers to co-innovate AI solutions tailored to their needs, serving as a primary point of contact and escalation
- Develop trusted relationships with key internal and external technology leaders to drive focus on strategic build objectives and optimize delivery
- Drive large-scale, cross-functional, high-visibility AI software development builds on condensed timelines
- Organize complex, ambiguous problems into prioritized milestones, deliverables, and success criteria, translating business objectives into execution strategy
- Anticipate and remove obstacles that slow down or prevent builds from delivering on objectives, especially on the AI/ML deployment front
- Manage risks, dependencies, and escalate impediments; navigate AI release requirements
- Drive process improvements and create documentation to promote best practices using automation
- Coordinate day-to-day activities required to deliver solutions on time and create transparency through reports, dashboards, and status updates
- Continuously grow by seeking constructive feedback and providing feedback to colleagues to encourage an open, collaborative culture
Requirements:
- 10+ years of project/program management experience in mid/large-size software development companies
- Solid understanding of SDLC and release management practices in cloud-based SaaS product organizations
- Prior work delivering AI or intelligent workflow solutions at scale, with proven success in deploying AI solutions that delivered tangible customer impact
- Familiarity with AI governance, compliance, and enterprise security practices
- Occasional travel required
Preferred Qualifications:
- Demonstrated competence in key AI/ML software engineering program management best practices: program planning, schedule construction and management, risk assessment & mitigation, dependency management, change management, and predictive metrics
- Outstanding collaboration and communication skills; ability to clearly communicate changes, requests, and deadlines to teams and risks, status, progress, and decisions to various audiences including executives
- Passion for working with people in technical and innovative environments, with ability to work well with many different types of personalities in various functions
- Strong leadership and relationship-building skills to influence and motivate without authority
- Strong facilitation skills to lead/drive a variety of build events, with high regard for quality, drive for continuous improvement, and ability to keep the big picture in view
- Experience deploying AI solutions to production and skilled at identifying waste/delays in AI end-to-end development, deployment, and release processes
- Exceptional team building and team management skills, including interpersonal skills, conflict resolution, and negotiation
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
