Senior Staff Product Manager, AI Platform

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.

About the team

The AI Platform team owns the foundational inference layer that every AI experience on the Now Platform depends on. How models are served, routed, and optimized across regions and deployment environments, including data centers, hyperscalers, and regulated segments. The team sets ServiceNow's multi-model strategy and unit economics, and drives the AI model strategy and transitions that underpin the platform's cost, performance, and flexibility at enterprise scale. This is not a zero-to-one product role, it's a scale role: enabling enterprise-wide AI deployment and customer success across every ServiceNow AI implementation, on a team that is actively growing to meet increased demand.

About the role

This is a rare seat for an agentic AI product leader: full end-to-end ownership of the inference layer that powers AI across an enterprise platform used by thousands of customers, not a single feature or model, but the infrastructure, economics, and vendor strategy behind all of them. You'll operate at the intersection of technology and business strategy, shaping how open-source and third-party models are selected, integrated, and optimized for cost efficiency across some of the most complex, regulated environments in the industry. ServiceNow's cross-vendor, multi-model approach and scale as a top enterprise AI adopter offer a front-row seat to how the AI inference landscape is evolving, with the influence to shape that strategy company-wide rather than execute someone else's roadmap.

What you'll own

• Strategy and roadmap for the AI inference layer end-to-end, across every region and deployment environment ServiceNow operates in.
• Third-party and open-source model availability, selection, and integration — including performance, latency, and integration agility trade-offs.
• Inference economics: shaping cost-per-token and unit economics as usage volume scales.
• Vendor and partnership decisions behind the model layer, including build-vs-buy calls and hyperscaler relationships.
• Model strategy and transitions across data center, hyperscaler, and regulated-environment deployments, including data sovereignty requirements.
• Cross-functional execution alongside the existing AI Platform product team as the group scales to meet growing enterprise demand.

What Success Looks Like

You enable ServiceNow's AI strategy at scale — keeping model integration, cost optimization, and regional/regulatory rollout moving without becoming a bottleneck for the business or its customers, while continuously improving inference cost-efficiency as volume grows.

• 10+ years of product management experience, recent hands-on experience shipping agentic products. 
• Deep technical fluency in inference technology: model serving, GPU economics, and latency/throughput trade-offs.
• Solid understanding of data sovereignty requirements and how they shape deployment decisions across regulated markets.
• A track record of vendor partnerships and build-vs-buy decision-making at scale.
• Demonstrated ability to operate independently on ambiguous, company-level problems.
• Proven skill influencing senior stakeholders without formal authority.
• Comfort working cross-vendor across a multi-model, multi-hyperscaler environment.

Nice to Haves

• Prior experience partnering directly with hyperscaler platforms on AI infrastructure strategy.
• Experience shipping AI products or platforms into regulated or highly compliance-sensitive customer environments.

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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