Sr. Manager, Solution Design & Realization

Servicenow; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

ServiceNow seeks a Sr. Manager, Solution Design & Realization to translate customer needs into AI-native, scalable solutions and narratives across industries. You will own the path from concept to realization, guiding discovery and leveraging AI-aware methods to turn concepts into seller-ready assets.

You will lead cross-functional collaboration with Product, Industry, Solution Consulting, and Customer Success to shape solution scope, value propositions, and scalable deployment strategies.

Qualifications

• 9+ years in solution architecture, design thinking, user research, or digital transformation at enterprise scale.
• Experience with qualitative and quantitative analysis; synthesize insights for business decisions.
• Ability to connect user value, product capability, and business outcomes into actionable insights.
• Executive presence with facilitation, communication, and storytelling; influence senior stakeholders.
• Hands-on AI and modern design tools for research workflows, including prompting and AI prototyping.
• Proven ability to take an idea from concept to implementation.

Responsibilities

• Drive net new ACV growth in assigned industry verticals through solution-led engagement.
• Shape and drive art of possible in solution design, including AI-first research methods.
• Build AI-native market intelligence workflows from signals to opportunities.
• Maintain deep industry trend expertise and refine solution approaches.
• Lead discovery sessions with customers and partners to validate challenges and opportunities.
• Consolidate insights across teams to ensure designs build on existing assets with AI indexing.
• Dive into product capabilities to ensure proposed solutions are technically feasible.
• Synthesize inputs into platform-ready designs with AI workflows as a core building block.
• Act as product owner for seller-facing agents and tooling, guiding pilots to rollout.
• Collaborate cross-functionally to align Product, Marketing, and Field Sales.

Skills

Enterprise-scale experience

Qualitative & quantitative analysis

Linking user value to business impact

Executive presence & storytelling

AI-enabled design workflows

Concept-to-implementation delivery

Tools

Power BI

Tableau

SQL

Excel

Job description

Sr. Manager, Solution Design & Realization

Job Description

At ServiceNow, the Solution Design team sits at the crossroads of Product, Marketing, Field Sales, Solution Consulting, and Partner, translating \"voice of the customer\" into innovative, scalable solutions that bring the power of AI and automation to life. We design and realize these solutions in an AI-native way, using AI agents and tools to move from market insight to a working solution faster than traditional approaches allow.

As a Sr. Manager, Solution Design & Realization, you'll be part strategist, part researcher, part designer, part builder, and part storyteller, operating at the intersection of business impact, user experience, and technology. You'll think at 30,000 feet to understand what matters most to executives: why they care about AI and automation, how they drive transformation at scale, and what challenges keep them up at night. At the same time, you'll dive deep into the journeys of end users across industries to uncover their biggest pain points and identify where ServiceNow's AI platform can create meaningful value. From there, you'll architect platform-powered solutions that connect vision to execution and craft narratives that bring innovation to life. You will also own the path from design to realization, using AI-native methods to turn solution concepts into seller and customer-ready assets.

Responsibilities

• Be accountable for driving net new ACV growth in assigned industry verticals through solution-led engagement, tracking win rates and deal outcomes to continuously refine solution effectiveness and commercial impact.


• Shape and drive art of possible in solution design, from defining the process to best practices in day-to-day research (frameworks, tools, methodologies), including AI-first approaches for information gathering, research synthesis, ideation, and experience storytelling.


• Build AI-native market intelligence workflows that continuously gather and synthesize signals from analysts, earnings calls, regulatory filings, customer interviews, competitor moves, and seller feedback, and turn them into prioritized solution opportunities.


• Maintain deep expertise in industry trends by engaging with key partners, analysts, and thought leaders; bring these insights back to refine and contextualize existing solution approaches.


• Lead structured discovery sessions and interviews with customers (from executives to front line users), partners, and industry experts to validate known challenges, identify workflow gaps, and prioritize where incremental innovation can create measurable value. Use AI to prepare, capture, and synthesize these sessions at scale.


• Consolidate existing insights and assets across ServiceNow teams, including Product, Industry, Solution Consulting, and Customer Success, to ensure solution designs build on what already exists rather than starting from scratch. Use AI to index, search, and reuse this knowledge.


• Dive deep into ServiceNow's product capabilities, understand the detailed configurations, data models, and integration points needed to ensure proposed solutions are technically feasible and grounded in platform reality.


• Synthesize qualitative and quantitative inputs and translate insights into practical, platform-ready solution designs that align with ServiceNow's product capabilities and, where applicable, integrate partner technologies. Design solutions with AI workflows as a core building block, not an add-on.


• Act as product owner for seller-facing agents and solution tooling, from concept through pilot to full rollout, running seller research and using adoption and usage data to improve accuracy and value over time.


• Collaborate cross-functionally to build alignment between Product, Global Industries & Solutions, Marketing, and Field Sales on solution scope, value proposition, and positioning.

Basic Qualifications

• 9+ years of progressive experience in solution architecture, design thinking, user research, strategy consulting, experience innovation, or digital transformation with demonstrated impact at enterprise scale


• Proven expertise in both qualitative research methodologies (focus groups, design workshops, stakeholder interviews, ethnographic studies) and quantitative analysis (Power BI, Tableau, SQL, advanced Excel), with ability to synthesize insights that drive business decisions


• Proven ability to connect user value, product capability, and business outcomes through clear, actionable insights


• Exceptional executive presence with facilitation, communication, and storytelling skills. Proven ability to influence senior stakeholders, build consensus across diverse audiences, and drive architectural decisions in complex, matrixed environments


• Hands-on experience with applying AI and modern design tools to accelerate research, synthesis, and solution development workflows , including prompting, agent building, and AI-assisted prototyping


• Demonstrated ability to take an idea from concept