Director of AI-Driven ITSM Design

ServiceNow; Santa Clara (CA); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Generous family leave

Matched donations

Annual learning stipends

Flexible PTO

Competitive retirement plan

Paid volunteer time

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 UX at the core. You will partner with Product and Engineering to shape strategy and drive bold, transformative experiences for organizations of all sizes.

You will mentor design managers and individual contributors, champion human-centered design, and foster a high-trust, high-ownership culture that pushes the

Qualifications

• 5+ years of leadership experience, including hiring, developing, and mentoring design managers and individual contributors.
• Ability to influence cross-functional partners (Product, Engineering) and shape product strategy through design leadership.
• 10+ years of experience in Product Design or related fields.
• Experience designing for AI; familiarity with AI-native design tools and processes.
• Proven track record leading large-scale design transformation across multiple products or platforms.
• Experience in integrating AI into workflows, decision-making, or problem-solving.

Responsibilities

• Lead the ITSM design organization across Incident, Problem, and Change Management.
• Mentor design managers and individual contributors to scale leadership.
• Partner with Product and Engineering to shape product strategy and roadmaps.
• Advance AI-infused design as a first-class principle across pillars.
• Foster high-trust, high-ownership design culture.

Skills

Leadership

AI design

Design leadership

Cross-functional collaboration

Product strategy

Mentoring

Systems thinking

Human-centered design

Education

Bachelor's degree in Design

Bachelor's degree in Human-Computer Interaction

Bachelor's degree in Psychology

Tools

AI 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 UX at the core. You will partner with Product and Engineering to shape strategy and drive bold, transformative experiences for organizations of all sizes.

You will mentor design managers and individual contributors, champion human-centered design, and foster a high-trust, high-ownership culture that pushes the