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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 powering intelligent experiences 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. Your team will enable users to discover information, generate insights, and accomplish work more effectively across millions of users globally.
Key responsibilities include:
- Leading and growing a team of software and machine learning 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 machine learning models and retrieval services at enterprise scale
- Driving operational excellence, reliability, observability, and performance optimization
- Mentoring engineering leaders and individual contributors while fostering collaboration and technical excellence
- Evaluating emerging AI technologies and accelerating adoption into customer-facing products
- Balancing short-term delivery with long-term technical investments
Required qualifications: 12+ years of software engineering experience (or 10+ with a Master's degree), 3+ years of engineering management leading technical teams, strong expertise in Java or Python and large-scale distributed systems, hands-on experience with search technologies (Lucene, Elasticsearch, Solr, OpenSearch, etc.), experience building large-scale retrieval and ranking systems, modern AI/ML technologies including LLMs and embeddings, information retrieval expertise, production ML deployment experience, cloud-native architecture knowledge, and proven ability to deliver innovative products at enterprise scale.
