Senior Manager - Software Engineering Management - AI Engineering

job descriptions, sourcing strategies, and candidate pipeline management Evaluate cultural fit and potential; hire for values and growth potential, not just current skills Onboard new engineers effectively; assign mentors and ensure smooth integration into the team Build a team with diverse backgrounds, experiences, and perspectives; actively work to improve representation Identify gaps in team capabilities (technical depth, domain expertise, AI/ML fluency) and address through hiring or development Build relationships with external technical communities to attract and recruit top talent Participate in employer branding and represent the organization at recruiting events and universities Responsibility Area: Technical Strategy & Product Leadership Work with product, design, and cross-functional partners to define product roadmap and technical strategy aligned with business goals Establish technical direction for the team; make architecture and technology decisions that balance innovation, quality, and delivery Ensure the team's technical approach stays current with AI/ML advancements and ServiceNow platform evolution Champion AI-native thinking across the team and organization; help teammates understand how to build with AI at the core Lead architectural reviews and technical decision-making; provide guidance on complex technical trade-offs Advocate for technical investments (refactoring, infrastructure, tooling) that improve team productivity and code quality Set quality standards for code, testing, and security; establish practices that enable sustainable delivery Partner with IC4/IC5 engineers to set multi-year technical roadmaps and long-term strategic initiatives Represent the engineering team in product and executive discussions; influence organizational priorities Responsibility Area: Team Execution & Accountability Drive team delivery of committed business objectives and product initiatives; maintain accountability for results Establish clear sprint goals, work-item prioritization, and delivery timelines; remove blockers for team success Track team metrics: velocity, quality, customer satisfaction, incident response, deployment frequency Conduct regular retrospectives; identify process improvements and drive adoption of better practices Manage team capacity; balance new feature development, technical debt reduction, and customer support Ensure team participation in on-call rotation; monitor incident response and post-incident learning Report on team progress, risks, and performance to senior leadership; provide transparent communication Escalate critical issues or resource constraints; collaborate with peer managers to solve cross-team dependencies Foster a culture of ownership where engineers take responsibility for quality, testing, and production outcomes Lead team through organizational changes and initiatives; maintain morale and focus during transitions Responsibility Area: Customer & Cross-Functional Engagement Build and maintain relationships with key customers and stakeholders; understand their needs and priorities Participate in customer meetings, technical escalations, and business reviews; represent engineering capabilities and constraints Work closely with product management, customer success, and other teams; ensure alignment on priorities and capabilities Lead customer-critical incident response; ensure timely and professional resolution of critical issues Gather customer feedback and translate into product improvements; communicate back to customers how feedback is addressed Advocate for customers' needs within the engineering organization; ensure customer voice is heard in decision-making Build trust and credibility with customers through transparency, responsiveness, and technical leadership Participate in strategic customer discussions and technology roadmap reviews Responsibility Area: Organizational Leadership & Culture Model the organization's values and desired behaviors; set tone for engineering culture within your team and across teams Contribute to hiring and interview training of other managers; build bench strength in people leadership Mentor junior managers or peers; contribute to manager development and leadership pipeline Participate in engineering leadership meetings; contribute to organizational strategy and policy Promote psychological safety, inclusion, and belonging; actively work to reduce barriers for underrepresented groups Foster knowledge sharing across the organization; encourage your team to contribute to brown bags, documentation, and communities Lead by example in work-life balance, continuous learning, and sustainable pace; prevent burnout Encourage your team to engage with the broader tech community (conferences, open source, speaking, writing) Responsibility Area: AI-Native Thinking & Innovation Leadership Develop deep understanding of AI/ML capabilities, limitations, and integration patterns; become a thought leader on AI-native development Coach your team on AI-native thinking—how to build systems with AI at the core, not as an afterthought Help engineers understand prompt engineering, retrieval systems, agentic workflows, and responsible AI principles Establish practices for evaluation-driven development, hallucination detection, and model performance monitoring Lead discussions on AI safety, data privacy, and responsible AI; ensure team builds with appropriate guardrails Create learning opportunities for the team to stay current with AI/ML advancements and frameworks Identify opportunities to apply AI to improve internal processes and team efficiency Contribute to organizational conversations about AI strategy and responsible AI practices Stay informed about LLM advancements, new models, and emerging techniques; share insights with your team 12+ years of professional software development experience, with 5+ years in AI-native systems, cloud-native architecture, or equivalent 4+ years of people management experience leading softwa