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NEXTMOVEFDE careers · United States
ServiceNow

Senior Manager - Machine Learning Engneering

AI summary of the role

Senior Manager leading a machine learning engineering team that builds AI Search, retrieval, ranking, and RAG systems powering conversational and agentic experiences across the ServiceNow platform.

What you’ll do

  • Lead and grow a team of software and ML engineers building large-scale AI Search and retrieval systems.
  • Drive strategy, architecture, and execution for Search, Ranking, Relevance, Personalization, and RAG capabilities.
  • Build scalable retrieval pipelines using vector search, semantic search, ranking models, and LLMs.
  • Establish architectural patterns for highly available, resilient, and performant distributed systems.

What you’ll bring

  • 12+ years software engineering experience (or 10+ with Master's) and 3+ years engineering management.
  • Strong expertise in Java or Python and large-scale distributed systems.
  • Hands-on experience with search technologies (Lucene, Elasticsearch, Solr, OpenSearch, Algolia, Coveo, Glean, or similar).
  • Experience building and operating large-scale retrieval, ranking, recommendation, or search systems.

Technologies

Java · Python · Lucene · Elasticsearch · Solr · OpenSearch · Algolia · Coveo · Glean · RAG · LLMs · vector databases

About ServiceNow

Enterprise AI workflow platform connecting people, systems, data, and agents so large organizations can automate IT, employee, customer, security, and industry operations.

Public · 5000+ people

Source and classification

Internal deployment & tooling · Evidence for this classification:

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.
More from the job description

Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. Job Description 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, U [... source excerpt omitted ...] wering 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, pr [... source excerpt omitted ...] ss 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

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