Senior, Expert

Senior Director - AI Evaluation Platform

Santa Clara, United States · On-site

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

What you get to do in this role:

The CoreAI team, part of the Platform and AI organization, is focused on building the evaluation infrastructure and frameworks that ensure the quality, reliability, and safety of AI capabilities across ServiceNow's platform. Our evaluation systems power the quality assurance behind ServiceNow's GenAI offerings, enabling our customers to trust the AI capabilities they depend on.

As a Senior Director, AI Evaluation Platform, you will lead the teams responsible for building and scaling ServiceNow's evaluation platform — both internal-facing (used by research and engineering teams) and customer-facing (enabling customers to assess and monitor AI quality in their environments). Your leadership will be critical in establishing rigorous, scalable evaluation methodologies that raise the bar for AI quality across the industry.

This is a fast-growing, high-impact role where you will:

Lead and scale a team of talented researchers, applied researchers, and evaluation engineers building next-generation AI evaluation infrastructure.
Define the strategy and roadmap for the evaluation platform, encompassing benchmark design, automated scoring pipelines, verifier systems, and quality monitoring frameworks for both internal and customer-facing use cases.
Drive innovation in evaluation methodologies, including developing new approaches for agentic evaluation, multi-turn assessment, domain-specific benchmarking, and confidence calibration.
Design and implement a comprehensive verifier stack spanning LLM-as-judge, rule-based, reference-based, and process verifiers to enable robust, multi-signal evaluation across diverse AI capabilities.
Architect and deliver a unified evaluation platform that serves internal model development teams and external customers, with robust APIs, dashboards, and reporting capabilities.
Collaborate with cross-functional teams across product, engineering, and research to translate business needs into evaluation requirements and deliver impactful quality assurance solutions.
Stay ahead of the curve by researching and implementing the latest advancements in AI evaluation, including novel verifier architectures, safety and alignment evaluation, and emerging evaluation standards.

Qualifications

To be successful in this role you have:

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.
Extensive experience in leading and managing high-performing AI or platform engineering teams, with a focus on evaluation, quality assurance, or testing infrastructure at scale.
Deep technical expertise in AI evaluation methodologies, including benchmarking frameworks, automated scoring systems, verifier design (LLM-as-judge, rule-based, reference-based, process verifiers), and statistical methods for assessing model quality, safety, and reliability.
Proven track record of building and operating production-level evaluation platforms or AI infrastructure at scale.
Strong leadership and management skills with the ability to inspire and grow a world-class team, with extensive experience managing large organizations of 50 or more engineers and researchers.
Excellent communication and collaboration skills to work effectively with stakeholders at all levels, from technical teams to senior executives.
Hands-on experience with major deep learning frameworks like PyTorch or TensorFlow and familiarity with evaluation tooling ecosystems.
A Ph.D. or Master's degree in Computer Science, Machine Learning, or a related field is a plus.

For positions in this location, we offer a base pay of $279,100 - $488,400, 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, 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. 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.