Manager, Product Design, IT Service Management

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.
Team and Role:
At ServiceNow, our Product Design team uses their superpower of empathizing, understanding, and applying our users' and customers' needs, with the mission to create product experiences they love. Our designers come from a diverse set of skills and backgrounds - design systems, visual, interaction, content, and product design. At ServiceNow, design has a very intentional seat at the table, so our team collaborates closely with both engineering and product management from the get-go.
Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience/
ServiceNow's IT Service Management (ITSM) portfolio is the foundation of how enterprises manage and deliver IT services at scale. From incident and problem management to service requests and change management, ITSM touches every aspect of how organizations support their employees and maintain business continuity.
As Manager of Product Design for ITSM, you'll lead design for one of ServiceNow's most mature and strategically important product areas as it evolves to meet the next wave of enterprise needs. With the rapid advancement of AI capabilities, we're reimagining how IT service delivery works by creating experiences that are faster, more intelligent, and more intuitive for end users, IT professionals, and organizations.
What you get to do in this role:

• Lead, mentor, and inspire a global team of UX designers, fostering a collaborative, innovative, and high-performance design culture.

• Set clear goals, priorities, and expectations for the team, ensuring alignment with product vision, company strategy, and user needs.

• Guide designers through the full product lifecycle - from research and ideation to prototyping, testing, and delivery - while promoting best practices in UX design.

• Provide regular feedback, coaching, and career development opportunities to grow individual skills and team capabilities.

• Ensure effective collaboration between designers, product managers, engineers, and researchers to deliver cohesive, end-to-end user-centered experiences.

• Collaborate cross-functionally with product management and engineering, from strategy definition, release planning, product architecture through tactical execution of product roadmaps.

• Oversee the team's use of Design Systems, encouraging consistency and scalability while driving contributions to system evolution.

• Empower the team to distill complex problems into actionable design goals, guiding them through rapid iterations and informed decision-making.

• Promote knowledge sharing and alignment across distributed design teams to strengthen impact and efficiency.

• Deliver clear, compelling presentations to executives and key stakeholders that articulate the UX vision, product strategy, and design rationale.

• Represent the design team in cross-functional leadership meetings, advocating for user needs and experience quality.

Qualifications
Preferred Qualifications:

• 3+ years of experience managing people and/or leading design teams

• 8+ years of experience in UX Design and/or Interaction Design field

• Experience in integrating AI into work processes, driving decision-making, and using AI to solve problems

• A portfolio of work samples representing your work and approach
• Strong skills and experience in Enterprise Design, AI/ML, and Analytics
• Ability to understand and distill complex problems into clean solutions
• Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team

• Expected to demonstrate a high level of initiative, good sense of humor, and a "make it work" ethos

Basic Qualifications:

• BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experience in other related fields

• Experience participating in the complete product development lifecycle of web and/or software applications

• Experience in user experience design or industry experience (corporate, software, web or agency)

For positions in this location, we offer a base pay of $166,500 - $291,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
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 . 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.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
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.
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