ServiceNow
Director, Product Design, IT Service Management
$221K–$387K
Santa Clara, CALIFORNIA, United States · Director · Full-time · Posted Sep 6, 2026
- Experience
- 10+ years in Product Design or related fields; 5+ years of leadership experience.
- Education
- Bachelor's degree in Design, Human-Computer Interaction, Psychology, or a related discipline is preferred.
About the job
Leads the IT Service Management design organization, setting design strategy and directing AI-enabled experiences across Incident, Problem, and Change Management.
What you'll do
- Lead and develop a 20+ person design team, including design managers and individual contributors.
- Set design strategy and craft standards across ITSM pillars, integrating AI into enterprise workflows.
- Partner with Product and Engineering leadership to influence product strategy, roadmaps, and design transformation.
What they ask for
- 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 leading large-scale design transformation across multiple products or platforms.
- Demonstrated mastery of human-centered design and systems thinking; experience designing for and with AI.
Nice to have
- Experience in IT Service Management, IT Operations, AI management, Cybersecurity, Risk, or other high-complexity consumer spaces.
- Experience building or scaling design systems and design operations.
Pay
$221,200 - $387,100 USD base salary
Tools
AI
AI focus
Leads AI-native UX and the integration of AI across ITSM workflows, designing how AI and people work together; requires experience integrating AI into work processes and designing for and with AI.
Model-written summary · the original posting is authoritative