At ServiceNow, 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 at night. At the same time, you’ll dive deep into the journeys of end users across industries to uncover their biggest pain points and identify where ServiceNow’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. Responsibilities: 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. 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 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. 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)