Director, AI-Powered ITSM Product Design (Remote)

ServiceNow; Northern (KY); Hybrid; USD 221,000 - 387,000; Full time

Benefits offered by this job

Health plans

401(k) plan

Flexible time away

Job summary

ServiceNow is seeking a Director of Product Design for IT Service Management to lead a 20+ design team across Incident, Problem, and Change Management with AI-infused design as a core principle. You will partner with Product and Engineering to shape strategy, drive bold innovation, and deliver transformational experiences across the market.

You will mentor designers, champion trust and ownership, and push craft excellence while aligning with business goals in a scalable enterprise context.

Qualifications

• 10+ years in Product Design or related fields.
• 5+ years of leadership including mentoring design managers and ICs.
• Experience integrating AI into work processes or AI-driven insights.
• Mastery of human-centered design and systems thinking.
• Experience designing for AI and familiarity with AI-native tools.

Responsibilities

• Devise game-changing design strategy for ITSM with AI-native UX.
• Elevate craft across the team and push creative boundaries.
• Foster high-trust, high-ownership culture and empower designers.
• Influence product strategy as an equal partner with Product & Engineering.
• Lead large-scale design transformation across ITSM pillars with AI.
• Mentor design managers and contributors to scale vision.
• Champion human-centered design across the organization.
• Collaborate in agile, AI-enabled development to iterate rapidly.

Skills

10+ years experience

5+ years leadership

AI integration in workflow

Human-centered design

AI-native design

Cross-functional influence

Agile development

High-trust team culture

Design leadership

Education

Bachelor's in Design/HCI/Psychology

Job description

ServiceNow is seeking a Director of Product Design for IT Service Management to lead a 20+ design team across Incident, Problem, and Change Management with AI-infused design as a core principle. You will partner with Product and Engineering to shape strategy, drive bold innovation, and deliver transformational experiences across the market.

You will mentor designers, champion trust and ownership, and push craft excellence while aligning with business goals in a scalable enterprise context.