Lead a team building evaluation infrastructure and benchmarks for agentic and generative AI. Design automated tests validate RAG and knowledge grounding benchmark LLMs optimize model selection and translate evaluation results into product and risk recommendations while collaborating cross-functionally and growing an AI-native engineering team.

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
The Advanced Technology Group (ATG) at ServiceNow is a customer-focused innovation group building intelligent software and smart user experiences using existing and latest advanced technologies to enable end-to-end industry-leading work experiences for customers. We are a group of researchers applied scientists engineers and product managers with a dual mission. We build and evolve the AI platform and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure we lay the foundations research experiment and de-risk AI technologies that unlock new work experiences in the future.
Job Description
We are seeking an exceptional data-driven Senior Engineering Manager Agentic & GenAI Benchmarking and Evaluations to establish and lead AI evaluation practices for both ServiceNow and our customers. As ServiceNow shifts enterprise workflows from simple generation to complex autonomous agents ensuring system reliability safety and accuracy is paramount.
In this role you will lead a specialized team of AI evaluation engineers and data scientists. Your team will build the infrastructure rigorous validation frameworks and benchmarks that quantify the performance of Now Assist agentic workflows across multi-step orchestration tool-calling and enterprise-grounded reasoning. You will bridge the gap between frontier AI research and hard production metrics directly impacting the trust and adoption of autonomous workflows for millions of enterprise users.
What You Get To Do In This Role

• Build the Evaluation Infrastructure: Design own and scale automated testing and evaluation harnesses (unit evals integration evals and production drift monitors) to measure agent quality and eliminate regressions.
• Define Enterprise AI Benchmarks: Create standard repeatable evaluation frameworks tailored to complex business workflows-assessing multi-agent orchestration intent routing multi-step planning loops and long-term memory accuracy.
• Validate Grounding & RAG Pipelines: Partner with search and data fabric teams to systematically evaluate Retrieval-Augmented Generation (RAG) pipelines hybrid search and semantic re-ranking systems.
• Model Selection Optimization: Rigorously benchmark frontier LLMs (e.g. OpenAI Anthropic Google and proprietary ServiceNow models) to evaluate trade-offs across execution capabilities latency context-window efficiency and inference costs.
• Lead a High-Performing Team: Recruit mentor and foster an AI-native engineering team driving engineering best practices prompt-infrastructure stability and production-grade rigor.
• Cross-Functional Leadership: Collaborate with Core Product Machine Learning Platforms and Engineering leads to translate baseline performance statistics into actionable product improvements and model fine-tuning targets.

Qualifications
To be successful in this role you have:

• 8+ years of professional software engineering or machine learning experience including 3+ years managing or technically leading high-performing AI/ML teams.
• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AI's potential impact on the function or industry.
• Strong foundational knowledge of frontier AI SDKs and deep experience deploying or testing agentic/probabilistic software architectures (multi-agent orchestration tool execution and probabilistic feature deployment).
• Demonstrated experience implementing rigorous AI metrics (e.g. ROUGE BLEU G-Eval LLM-as-a-judge patterns and custom deterministic evaluation code) at an enterprise scale.
• Proficiency in Python and familiarity with data analytics infrastructures (SQL Pandas NumPy) alongside standard MLOps tracking platforms.
• Experience with complex knowledge infrastructure SaaS platform architectures or relational datasets (e.g. Knowledge Graphs CMDBs).
• Ability to translate deeply technical evaluation data into executive-level risk assessments ROI summaries and strategic roadmap recommendations.
• Bachelor's or higher degree in Computer Science Data Science Machine Learning or a highly quantitative field (Master's or Ph.D. is a plus).

For positions in this location we offer a base pay of $201300 - $352300 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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