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Salary: USD 171,900 - 300,800 / annual
ServiceNow is seeking a Senior Manager, Solution Design & Realization to lead the design and delivery of AI-powered solutions that drive customer value and business growth. This role sits at the intersection of Product, Marketing, Field Sales, Solution Consulting, and Partner teams, translating customer insights into scalable, innovative solutions.
You will operate at multiple levels simultaneously: strategically understanding executive priorities around AI and automation transformation, while diving deep into end-user workflows to identify pain points where ServiceNow's platform creates measurable value. You'll architect platform-powered solutions, craft compelling narratives, and own the path from concept to market-ready assets using AI-native methods.
Key Responsibilities:
- Drive net new ACV growth in assigned industry verticals through solution-led engagement, tracking win rates and refining solution effectiveness
- Shape solution design processes, best practices, and AI-first approaches for research, synthesis, ideation, and storytelling
- Build AI-native market intelligence workflows that synthesize signals from analysts, earnings calls, regulatory filings, customer interviews, competitor moves, and seller feedback into prioritized opportunities
- Maintain deep expertise in industry trends through engagement with key partners, analysts, and thought leaders
- Lead structured discovery sessions with customers (executives to front-line users), partners, and industry experts to validate challenges and identify innovation opportunities; use AI to prepare, capture, and synthesize at scale
- Consolidate existing insights and assets across ServiceNow teams to ensure solutions build on existing work; use AI to index, search, and reuse knowledge
- Develop deep understanding of ServiceNow's product capabilities, configurations, data models, and integration points to ensure technical feasibility
- Synthesize qualitative and quantitative inputs into practical, platform-ready solution designs with AI workflows as core building blocks
- Act as product owner for seller-facing agents and solution tooling, from concept through pilot to rollout, using adoption data to improve value
- Collaborate cross-functionally with Product, Global Industries & Solutions, Marketing, and Field Sales on solution scope, value proposition, and positioning
Requirements:
Basic Qualifications:
- 9+ years of progressive experience in solution architecture, design thinking, user research, strategy consulting, experience innovation, or digital transformation 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)
- Demonstrated 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 and drive architectural decisions in complex, matrixed environments
- Hands-on experience applying AI and modern design tools to accelerate research, synthesis, and solution development workflows, including prompting, agent building, and AI-assisted prototyping
- Demonstrated ability to take ideas from concept to working solution using AI-native tools and partnering with engineers
- Fluency in design thinking, journey mapping, and persona development methodologies
- Deep intellectual curiosity, comfort with ambiguity, and drive to simplify complexity
Preferred Qualifications:
- 15+ years of progressive experience in solution architecture, design thinking, user research, strategy consulting, or digital transformation with track record of building organizational capabilities 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
- Working knowledge of LLMs and agentic architectures, with experience building or shipping AI agents or tools
- Deep vertical expertise in one or more industries (Financial Services, Healthcare/Life Sciences, Manufacturing, Public Sector, Telecommunications)
- Thought leadership experience such as presenting at conferences or publishing on solution innovation or experience design
