Director of Product Design (IT Service Management)

Join ServiceNow as the Director of Product Design, where you'll lead the design vision and team to redefine IT Service Management (ITSM) for the AI era. You'll develop and mentor a talented design team, influence product strategy, and champion human-centered design across the organization. This role requires a passion for bold innovation and a commitment to building delightful user experiences.

• Lead the design vision and team to redefine IT Service Management (ITSM) for the AI era, driving bold innovation and shaping the future of work.
• Champion a design culture rooted in trust, craft excellence, and extreme ownership, developing and mentoring a talented design team across core ITSM pillars.
• Influence product strategy and roadmap decisions as an equal strategic partner with Product and Engineering leadership, ensuring design thinking shapes the vision.

• 5+ years of leadership experience, including hiring, developing, and mentoring design managers and individual contributors
• Ability to influence cross-functional partners (Product, Engineering, Leadership) and shape product strategy through design leadership
• 10+ years of experience in Product Design or related fields
• Experience designing for and with AI; familiarity with AI-native design tools and processes
• Strong ability to set a high bar for design craft and hold teams accountable to excellence
• Proven track record leading large-scale design transformation across multiple products or platforms
• Proven success building and leading high-trust, high-performance team cultures
• Comfort thriving in agile, iterative, fast-moving product development environments
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Demonstrated mastery of human-centered design principles and systems thinking
• Experience leading design for consumer-grade technical (e.g., IT Service Management, IT Operations, AI management, Cybersecurity, Risk) or high-complexity consumer spaces
• Track record of designing experiences that serve both large enterprises and mid-market/SMB organizations
• Leadership experience in organizations undergoing significant AI transformation
• Experience building or scaling design systems and design operations
• Background in omnichannel design (web, mobile, conversational, voice interfaces)
• Bachelor's degree in Design, Human-Computer Interaction, Psychology, or related discipline