Director, AI-Driven ITSM Product Design

Servicenow; Santa Clara (CA); On-site; USD 221,000 - 387,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow seeks a Director of Product Design for IT Service Management to lead a 20+ person team across Incident, Problem, and Change Management, infusing AI into every pillar.

You'll partner with Product and Engineering to shape strategy, raise craft standards, and drive bold, user-centered experiences across enterprise workflows at scale. This role combines design leadership with strategic influence.

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 integrating AI into work processes, decision-making, or problem-solving.
• 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 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.

Responsibilities

• Devise game-changing design strategy for the ITSM portfolio that redefines the category through AI-native UX.
• Set and elevate the bar on craft excellence across your entire team.
• Foster a high-trust, high-ownership team culture with bold creative risks.
• Influence product strategy and roadmap decisions as an equal strategic partner with Product and Engineering.
• Lead large-scale design transformation across ITSM pillars, architecting AI-human collaboration in enterprise workflows.
• Mentor and develop design managers and individual contributors.
• Champion human-centered design and systems thinking across the organization.
• Thrive in an agile AI-enabled development environment with rapid iteration.

Skills

Product Design

Leadership

AI in design

Human-centered design

Cross-functional collaboration

Design leadership

Agile / iterative development

Education

Bachelor's degree in Design or related field

Tools

AI design tools

Design systems

Job description

ServiceNow seeks a Director of Product Design for IT Service Management to lead a 20+ person team across Incident, Problem, and Change Management, infusing AI into every pillar.

You'll partner with Product and Engineering to shape strategy, raise craft standards, and drive bold, user-centered experiences across enterprise workflows at scale. This role combines design leadership with strategic influence.