ServiceNow is looking for a Forward Deployed Engineering Build Manager to support our cross-functional Forward Deployed Engineering (FDE) teams. In this role, you will build and deliver intelligent, scalable AI solutions that solve customers' most mission-critical challenges. You will manage customer relationships and drive tactical execution from initial conception through development, delivery, and successful completion.
What You'll Do
- Work seamlessly with software engineers, product managers, product designers, and customers to deliver intelligent systems that address mission-critical challenges using AI.
- Collaborate directly with customers to co-innovate AI solutions tailored to their needs, acting as the first point of contact or escalation.
- Develop trusted relationships with key internal and external technology leaders and stakeholders to drive focus on strategic build objectives and optimize build delivery.
- Drive large scale, cross-functional, high visibility AI software development builds on condensed timelines.
- Organize complex, ambiguous problems into prioritized milestones, deliverables, and success criteria for builds, translating business objectives into execution strategy.
- Anticipate and remove obstacles that slow down or prevent builds from delivering on objectives, especially on the AI/ML deployment front.
- Help manage risks, dependencies and escalate impediments, as well as releases and navigating AI release requirements.
- Drive process improvements and create documentation to promote best practices using automation to replace repeatable, operational tasks.
- Coordinate day to day activities required to deliver a great solution on time, as well as create transparency through reports, dashboards, and status updates.
- Seek to continuously grow by proactively seeking and embracing constructive feedback, as well as provide feedback to colleagues to encourage an open and collaborative culture.
What We're Looking For
- 10+ years of project/program management experience in mid/large size software development companies.
- A solid understanding of SDLC and release management practices in cloud-based SaaS product organizations.
- Prior work delivering AI or intelligent workflow solutions at scale, with proven success in deploying AI solutions that delivered tangible customer impact.
- Familiarity with AI governance, compliance, and enterprise security practices.
- This role includes occasional travel.
Nice to Have
- Demonstrated competence in key AI/ML software engineering program management best practices: program planning, schedule construction and management; risk assessment & mitigation, dependency management, change management, and predictive metrics.
- Outstanding collaboration and communication skills - clearly communicate changes, requests, and deadlines to the teams and risks, status, progress, and decisions to a variety of audiences including executives.
- Passion for working with people in technical and innovative environments, with the ability to work well with many different types of personalities in various functions.
- Strong leadership and relationship building skills to influence and motivate without authority - masterful in the art of bringing people together.
- Strong facilitation skills to lead/drive a variety of build events, with a high regard for quality, drive for continuous improvement across the organization, and ability to keep the big picture in view.
- Experience deploying AI solutions to production and skilled at identifying waste/delays in AI end-to-end development, deployment, and release processes.
- Exceptional team building and team management skills, including interpersonal skills, conflict resolution, and negotiation.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
Team & Environment
This role is part of the Applied AI Forward Deployed Engineering (FDE) team.
Work Mode
This is a hybrid position.
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
