Software Engineering Manager (Build Agent)

Join ServiceNow as a Software Engineering Manager for the Build Agent, an AI coding assistant designed for the platform's metadata-driven substrate. Lead a team of 8 engineers and drive the evaluation framework, model support, and telemetry for the Build Agent. Your role will involve managing daily activities, solving ambiguous problems, and representing evaluation results to cross-functional and executive stakeholders.

• Lead the team responsible for the Build Agent evaluation framework, model support, and telemetry, ensuring the framework drives measurable wins.
• Own the evaluation strategy and roadmap, including prompt set design, scoring methodology, failure-mode taxonomy, and telemetry instrumentation.
• Manage the daily activities of an 8-engineer team, including staffing, mentoring, and performance management, while building the scale to remove the team as its own bottleneck.
• Experience critically evaluating foundation models — distinguishing real capability differences from tuning or scaffold artifacts
• A working understanding of coding agent architecture: tool use, agentic loops, context management, and the tradeoffs between generic and domain-specific scaffolding
• Ability to execute against ambiguous priorities, weighing context, risk, and desired outcomes — particularly where eval data is incomplete or contested
• People management experience is required; experience managing at scale (8+ engineers) or managing managers is a plus
• Direct experience building or leading evaluation systems for LLM-based products — scoring methodology, benchmark design, and failure analysis, not just prompt engineering
• 6+ years of experience with technologies relevant to ServiceNow, including advanced coding skills and fluency in one or more of Java, C++, Ruby, Shell, or JavaScript
• Experience driving cross-team accountability without direct authority — getting other teams to own and fix issues surfaced by your data