Director, Product Design, IT Service Management

ServiceNow•Santa Clara, CA

1d•$221,200 - $387,100•Hybrid

About The Position

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. 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.

Requirements

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

Nice To Haves

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
ting in the complete product development lifecycle of web and/or software applications.

Responsibilities

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