Director, Product Design, IT Service Management

Team and Role

Role Responsibilities

• Devise an AI-native design strategy for the ITSM portfolio.
• Set the standard for design craft, develop talent, and foster mastery across the team.
• Build a high-trust, high-ownership culture that supports bold creative work.
• Influence product strategy and roadmap decisions as a strategic partner to Product and Engineering.
• Lead design transformation across multiple ITSM pillars and define AI-human workflow experiences.
• Mentor design managers and individual contributors and develop future design leaders.
• Champion human-centered design and systems thinking across the ITSM ecosystem.
• Partner with Product and Engineering in an agile, AI-enabled environment.

Basic Qualifications

• 10 or more years of experience in Product Design or a related field is required.
• 5 or more years of leadership experience, including hiring, developing, and mentoring design managers and individual contributors, is required.
• Experience integrating or critically evaluating AI in work processes, decisions, or problem-solving is required.
• Large-scale design transformation experience across multiple products or platforms is required.
• Mastery of human-centered design and systems thinking is required.
• Experience designing for and with AI and familiarity with AI-native design tools is required.
• Strong cross-functional influence, design craft leadership, team culture, and agile product development skills are required.

Preferred Qualifications

• Experience leading design for ITSM, IT Operations, AI management, Cybersecurity, Risk, or other complex technical products is preferred.
• Experience serving enterprise and mid-market or SMB organizations is preferred.
• Experience scaling design systems or design operations is preferred.
• Experience in AI transformation, omnichannel design, or related product areas is preferred.
• A bachelor's degree in Design, Human-Computer Interaction, Psychology, or a related discipline is preferred.

Compensation

• For this location, the base pay range is $221,200 to $387,100, plus equity when applicable, variable or incentive compensation, and benefits.
• Total compensation varies based on qualifications, skill level, competencies, and work location.

Work Personas

• ServiceNow assigns flexible, remote, or required-in-office work personas based on the nature of the work and assigned location.

Benefits

• Benefits described include health plans, flexible spending accounts, a 401(k) plan with company match, an employee stock purchase plan, matching donations, flexible time away, and family leave programs.

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