ServiceNow · 1 week ago
Solution Design Manager
Chicago, IL
Full-time
Hybrid
Senior Level
7+ years expServiceNow is a global market leader in innovative AI-enhanced technology, empowering organizations to work better. The Solution Design Manager will drive net new ACV growth through solution-led engagement, shape solution design processes, and collaborate cross-functionally to ensure alignment on solution scope and value proposition.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Be accountable for driving net new ACV growth in assigned industry verticals through solution-led engagement, tracking win rates and deal outcomes to continuously refine solution effectiveness and commercial impact
Shape and drive art of possible in solution design-from defining the process to best practices in day-to-day research (frameworks, tools, methodologies), including AI-first approaches for information gathering, research synthesis, ideation, and experience storytelling
Maintain deep expertise in industry trends by engaging with key partners, analysts, and thought leaders; bring these insights back to refine and contextualize existing solution approaches
Lead structured discovery sessions and interviews with customers (from executives to front line users), partners, and industry experts to validate known challenges, identify workflow gaps, and prioritize where incremental innovation can create measurable value
Consolidate existing insights and assets across ServiceNow teams, including Product, Industry, Solution Consulting, and Customer Success, to ensure solution designs build on what already exists rather than starting from scratch
Dive deep into ServiceNow'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 ServiceNow'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
Qualification
Required
7+ years of progressive experience in solution architecture, design thinking, user research, strategy consulting, experience innovation, or digital transformation with demonstrated impact at enterprise scale
Proven expertise in both qualitative research methodologies (focus groups, design workshops, stakeholder interviews, ethnographic studies) and quantitative analysis (Power BI, Tableau, SQL, advanced Excel), with ability to synthesize insights that drive business decisions
Proven ability to connect user value, product capability, and business outcomes through clear, actionable insights
Exceptional executive presence with facilitation, communication, and storytelling skills. Proven ability to influence senior stakeholders, build consensus across diverse audiences, and drive architectural decisions in complex, matrixed environments
Hands-on experience with applying AI and modern design tools to accelerate research, synthesis, and solution development workflows
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
Preferred
15+ years of progressive experience in solution architecture, design thinking, user research, strategy consulting, or digital transformation, with a track record of building organizational capabilities and scaling best practices at enterprise scale
Advanced degree (Master's or PhD) in Computer Science, Design, Human-Computer Interaction, Business, or related technical/design field
Familiarity or hands-on experience with ServiceNow products
Deep technical fluency across enterprise technology stack: cloud platforms (AWS, Azure, GCP), integration patterns, API design, data architecture, security frameworks, and modern application development approaches. Ability to engage credibly with both C-level executives and technical architects
Deep vertical expertise in one or more industries (Financial Services, Healthcare/Life Sciences, Manufacturing, Public Sector, Telecommunications) including understanding of industry-specific workflows, regulatory requirements, and transformation drivers
Thought leadership experience, such as presenting at conferences or publishing on solution innovation or experience design
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
William McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
mescomputing.com
2026-01-24
2026-01-24
2026-01-23
Company data provided by crunchbase