Director, Product Design, IT Service Management

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

Team & Role 
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. 

We're looking for a Director of Product Design to lead the design vision and team that will redefine ITSM for the AI era across the entire market. This is a rare opportunity to shape the future of work at scale, leading bold innovation in one of the most critical domains in technology, serving organizations of every size. 

You'll champion a design culture rooted in trust, craft excellence, and extreme ownership. You'll develop and mentor a talented 20+ person design team across our core ITSM pillars (Incident Management, Problem Management, Change Management), all infused with transformative AI capabilities. You'll work shoulder to shoulder with Product and Engineering partners to co-create breakthrough experiences, serving as an equal strategic voice in reimagining what ITSM can be for all organizations. 

This role requires someone who is obsessed with bold innovation, willing to challenge conventions, and committed to building experiences that delight users across the market in ways they didn't know were possible.   

Team: 

You'll lead the ITSM Design organization, which covers our most established and largest business area and is the bedrock of our Technology Workflows portfolio. Leading a 20+ person team, you'll drive the design strategy and execution across Incident, Problem, and Change Management, with AI infused as a first-class design principle across all pillars, serving organizations of all sizes. 

What you get to do in the role:   

• Devise game-changing design strategy for the ITSM portfolio that redefines the category through AI-native UX, positioning ServiceNow as the definitive leader for organizations of all sizes 
• Set and elevate the bar on craft excellence across your entire team: developing design talent, fostering mastery, and ensuring every designer is pushing the boundaries of what's possible 
• Foster a high-trust, high-ownership team culture where your designers are empowered to take bold creative risks, own their work end-to-end, and collaboratively challenge the status quo 
• Influence product strategy and roadmap decisions as an equal strategic partner with Product and Engineering leadership, ensuring design thinking shapes the vision from day one 
• Lead large-scale design transformation across multiple ITSM pillars (Incident, Problem, Change Management), architecting how AI and humans work together in enterprise workflows 
• Mentor and develop design managers and individual contributors, building the next generation of design leaders who can execute this vision at scale 
• Champion human-centered design and systems thinking across the organization, ensuring every decision serves users and maintains coherence across the entire ITSM ecosystem 
• Thrive in an agile AI-enabled development environment, partnering closely with product and engineering to iterate rapidly, experiment boldly, and learn fast 

Qualifications

Basic Qualifications:  

• 10+ years of experience in Product Design or related fields 
• 5+ years of leadership experience, including hiring, developing, and mentoring design managers and individual contributors 
• 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.
• Proven track record leading large-scale design transformation across multiple products or platforms 
• Demonstrated mastery of human-centered design principles and systems thinking 
• Experience designing for and with AI; familiarity with AI-native design tools and processes 
• Ability to influence cross-functional partners (Product, Engineering, Leadership) and shape product strategy through design leadership 
• Strong ability to set a high bar for design craft and hold teams accountable to excellence 
• Proven success building and leading high-trust, high-performance team cultures 
• Comfort thriving in agile, iterative, fast-moving product development environments 

Preferred Qualifications:    

• Experience leading design for consumer-grade technical (e.g., IT Service Management, IT Operations, AI management, Cybersecurity, Risk) or high-complexity consumer spaces 
• Track record of designing experiences that serve both large enterprises and mid-market/SMB organizations 
• Experience building or scaling design systems and design operations 
• Leadership experience in organizations undergoing significant AI transformation 
• Background in omnichannel design (web, mobile, conversational, voice interfaces) 
• Bachelor's degree in Design, Human-Computer Interaction, Psychology, or related discipline 

 

For positions in this location, we offer a base pay of $221,200 - $387,100, 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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