Solution Design Manager

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 — Service Now 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.

At Service Now, the Solution Design team sits at the crossroads of Product, Marketing, Field Sales, Solution Consulting, and Partner, translating “voice of the customer” into innovative, scalable solutions that bring the power AI and automation to life.

As a Solution Design Manager, you’ll be part strategist, part researcher, part designer, and part storyteller—operating at the intersection of business impact, user experience, and technology. You’ll think at 30,000 feet to understand what matters most to executives—why they care about AI, automation, how they drive transformation at scale, and what challenges keep them up  the same time, you’ll dive deep into the journeys of end users across industries to uncover their biggest pain points and identify where Service Now’s AI platform can create meaningful value.

From there, you’ll architect platform-powered solutions that connect vision to execution and craft narratives that bring innovation to life.

• Consolidate existing insights and assets across Service Now teams, including Product, Industry, Solution Consulting, and Customer Success, to ensure solution designs build on what already exists rather than starting from scratch.

• Lead structured discovery sessions and interviews with customers, partners, and industry experts to validate known challenges, identify workflow gaps, and prioritize where incremental innovation can create measurable value.

• Stay current on industry trends by engaging with key partners, analysts, and thought leaders; bring these insights back to refine and contextualize existing solution approaches.

• Dive deep into Service Now’s product capabilities, understand the detailed configurations, data models, and integration points needed to ensure proposed solutions are technically feasible and grounded in platform reality.

• Synthesize qualitative and quantitative inputs and translate insights into practical, platform-ready solution designs that align with Service Now’s product capabilities and, where applicable, integrate partner technologies.

• Collaborate cross-functionally to build alignment between Product, Global Industries & Solutions, Marketing, and Field Sales on solution scope, value proposition, and positioning.

• Experiment with AI-first approaches for information gathering, research synthesis, ideation, and experience storytelling.

• Shape and drive art of possible in solution design from defining the process to best practices in day-to-day research (frameworks, tools, methodologies)

• 7+ years of experience across design, user research, strategy consulting, experience innovation, or digital transformation.

• Demonstrated expertise in both qualitative and quantitative research, including leading focus groups, design workshops, and user interviews, as well as analyzing data using Power BI and Excel.

• Proven ability to connect user value, product capability, and business outcomes through clear, actionable insights.

• Exceptional facilitation, communication, and storytelling skills, with strong executive presence.

• Hands-on experience with GenAI and modern design tools to enhance creativity, efficiency, and storytelling.

• Fluency in design thinking, journey mapping, and persona development methodologies.

• Deep intellectual curiosity, comfort with ambiguity, and a drive to simplify complexity and make things better.

• Familiarity or experience with Service Now products is a plus.

• Industry familiarity in sectors such as financial services, telecom, pharma, manufacturing, or public sector is a plus.

• Thought leadership experience, such as presenting at…