Manager Product Design IT Service Management

Job Description

At Service Now, 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.

At Service Now, 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 Service Now, 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:

Service Now's IT Service Management (ITSM) portfolio is the foundation of how enterprises manage and deliver IT services m 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 Service Now'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.

• 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.

• 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

• 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)

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