Director of AI-Driven ITSM 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

Equity (where applicable)

Job summary

ServiceNow is seeking a Director of Product Design to lead the ITSM design organization, guiding a 20+ person team across Incident, Problem, and Change Management with AI-infused design principles.

You will partner with Product and Engineering to shape the roadmap, drive bold innovation, and champion human-centered design across enterprise workflows in a fast-moving AI-enabled environment.

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

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 and foster mastery.
• Mentor and develop design managers and individual contributors, building the next generation of design leaders.
• Influence product strategy and roadmap decisions as an equal strategic partner with Product and Engineering leadership.

Skills

Design leadership

AI integration

Human-centered design

Cross-functional collaboration

Creative problem solving

Agile teamwork

Mentoring

Education

Bachelor's degree in Design or related

Tools

AI-native design tools

Job description

ServiceNow is seeking a Director of Product Design to lead the ITSM design organization, guiding a 20+ person team across Incident, Problem, and Change Management with AI-infused design principles.

You will partner with Product and Engineering to shape the roadmap, drive bold innovation, and champion human-centered design across enterprise workflows in a fast-moving AI-enabled environment.