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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Product Design, IT Service Management - **Company:** ServiceNow - **Location:** Santa Clara, CA, United States - **Experience:** Expert - **Salary:** $221,200.0 - **Contract:** Permanent contract - **Skills:** Adobe InDesign, Artificial Intelligence, Cyber Security, Human-Computer Interaction, Information Technology Operations, Integrated Development Environments, User-Centered Design, Application Enhancement Tool, Servicenow - **Published:** October 23, 2026 - **Apply:** https://www.businessworkforce.com/job.asp?id=3466354712&tx=YT1212THT&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54 ## About the Role * 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 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. * Proven track record leading large-scale design transformation across multiple products or platforms * Demonstrated mastery of human-centered design principles and systems thinking * Experience designing for and with AI; familiarity with AI-native design tools and processes * Ability to influence cross-functional partners (Product, Engineering, Leadership) and shape product strategy through design leadership * Strong ability to set a high bar for design craft and hold teams accountable to excellence * Proven success building and leading high-trust, high-performance team cultures * Comfort thriving in agile, iterative, fast-moving product development environments, * 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 * Experience building or scaling design systems and design operations * Leadership experience in organizations undergoing significant AI transformation * Background in omnichannel design (web, mobile, conversational, voice interfaces) * Bachelor's degree in Design, Human-Computer Interaction, Psychology, or related discipline ## Description * Devise game-changing design strategy for the ITSM portfolio that redefines the category through AI-native UX, positioning ServiceNow as the definitive leader for organizations of all sizes * Set and elevate the bar on craft excellence across your entire team: developing design talent, fostering mastery, and ensuring every designer is pushing the boundaries of what's possible * Foster a high-trust, high-ownership team culture where your designers are empowered to take bold creative risks, own their work end-to-end, and collaboratively challenge the status quo * Influence product strategy and roadmap decisions as an equal strategic partner with Product and Engineering leadership, ensuring design thinking shapes the vision from day one * Lead large-scale design transformation across multiple ITSM pillars (Incident, Problem, Change Management), architecting how AI and humans work together in enterprise workflows * Mentor and develop design managers and individual contributors, building the next generation of design leaders who can execute this vision at scale * Champion human-centered design and systems thinking across the organization, ensuring every decision serves users and maintains coherence across the entire ITSM ecosystem * Thrive in an agile AI-enabled development environment, partnering closely with product and engineering to iterate rapidly, experiment boldly, and learn fast, We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here (https://careers.servicenow.com/life-at-servicenow#workpersonas) . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service., For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.