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Salary: USD 190,900 - 334,100 / annual
ServiceNow is seeking a Senior Manager of Machine Learning Engineering to lead a team building next-generation AI Search and Retrieval capabilities across the ServiceNow platform, including Conversational and Agentic experiences.
In this role, you will lead software engineers and machine learning practitioners responsible for designing and delivering highly scalable search, retrieval, ranking, recommendation, and RAG (Retrieval-Augmented Generation) systems. You'll collaborate closely with Product Management, Applied AI, Platform Engineering, UX, and Quality Engineering to define strategy, execute roadmap commitments, and deliver AI-powered experiences serving millions of users globally.
Key responsibilities include:
- Leading and growing a team of software engineers and ML engineers building large-scale AI Search and retrieval systems
- Driving strategy, architecture, and execution for Search, Ranking, Relevance, Personalization, and RAG capabilities
- Partnering with Product Managers and architects to define and deliver innovative AI-powered experiences
- Building scalable retrieval pipelines leveraging vector search, semantic search, ranking models, and large language models
- Improving relevance, precision, recall, and overall search quality across structured and unstructured enterprise content
- Establishing architectural patterns for highly available, resilient, and performant distributed systems
- Leading development and production deployment of ML models and retrieval services at enterprise scale
- Driving operational excellence, reliability, observability, and performance optimization
- Mentoring engineering leaders and individual contributors while fostering a culture of collaboration and technical excellence
- Evaluating emerging AI technologies and accelerating their adoption into customer-facing products
- Balancing short-term delivery goals with long-term technical investments and platform evolution
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.
REQUIREMENTS:
- 12+ years of software engineering experience with a Bachelor's degree, OR 10+ years with a Master's degree, OR equivalent experience
- 3+ years of engineering management experience leading high-performing technical teams
- Strong expertise in Java or Python and large-scale distributed systems
- Hands-on experience with Search technologies such as Lucene, Elasticsearch, Solr, OpenSearch, Algolia, Coveo, Glean, or similar platforms
- Experience building and operating large-scale retrieval, ranking, recommendation, or search systems
- Experience with modern AI/ML technologies, including LLMs, embeddings, vector databases, and RAG architectures
- Strong understanding of information retrieval, search relevance, ranking algorithms, and semantic search
- Experience deploying and operating machine learning models in production environments
- Knowledge of cloud-native architectures, microservices, observability, and performance optimization
- Strong collaboration and communication skills with ability to influence across engineering and product organizations
- Proven track record of delivering innovative products from concept through production at enterprise scale
PREFERRED QUALIFICATIONS:
- Experience building enterprise search, knowledge retrieval, or GenAI products
- Experience with personalization, recommendation systems, or relevance optimization
- Experience working with vector search technologies and embedding frameworks
- Experience leading geographically distributed engineering teams
- Experience integrating AI capabilities into customer-facing SaaS products
