Director, Product Design, IT Service Management

Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

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.

We're looking for a Director of Product Design to lead the design vision and team that will redefine ITSM for the AI era across the entire market. This is a rare opportunity to shape the future of work at scale, leading bold innovation in one of the most critical domains in technology, serving organizations of every size.

You’ll champion a design culture rooted in trust, craft excellence, and extreme ownership. You’ll develop and mentor a talented 20+ person design team across our core ITSM pillars (Incident Management, Problem Management, Change Management), all infused with transformative AI capabilities. You’ll work shoulder to shoulder with Product and Engineering partners to co-create breakthrough experiences, serving as an equal strategic voice in reimagining what ITSM can be for all organizations.

This role requires someone who is obsessed with bold innovation, willing to challenge conventions, and committed to building experiences that delight users across the market in ways they didn’t know were possible.

You’ll lead the ITSM Design organization, which covers our most established and largest business area and is the bedrock of our Technology Workflows portfolio. Leading a 20+ person team, you’ll drive the design strategy and execution across Incident, Problem, and Change Management, with AI infused as a first-class design principle across all pillars, serving organizations of all sizes.

• Devise game-changing design strategy for the ITSM portfolio that redefines the category through AI-native UX, positioning Service Now 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…