Solution Design Manager

📍 Job Overview

Job Title: Solution Design Manager Company: ServiceNow Location: Chicago, Illinois, United States Job Type: Full-time Category: Solution Design & Strategy / Revenue Operations Enablement Date Posted: January 29, 2026 Experience Level: 7+ years (Basic), 15+ years (Preferred) Remote Status: Remote OK / Flexible

🚀 Role Summary

• Drive net new Annual Contract Value (ACV) growth through solution-led engagement within assigned industry verticals, focusing on win rates and deal outcomes.
• Lead the "art of the possible" in solution design, encompassing research methodologies, AI-first approaches for information gathering, synthesis, ideation, and experience storytelling.
• Maintain deep expertise in industry trends by engaging with key partners, analysts, and thought leaders to refine solution approaches.
• Architect platform-powered solutions that connect executive vision to practical execution, leveraging AI and automation to create meaningful value and address customer pain points.
• Synthesize qualitative and quantitative inputs into practical, platform-ready solution designs that align with ServiceNow's product capabilities and integrate partner technologies.

📝 Enhancement Note: This role is positioned at the intersection of strategy, user experience, and technology, with a strong emphasis on driving revenue through innovative solutions. It requires a blend of strategic thinking, deep customer understanding, and technical feasibility assessment within the ServiceNow platform ecosystem. The "Solution Design Manager" title, combined with responsibilities like driving ACV growth and customer engagement, places this role firmly within the GTM (Go-To-Market) and Revenue Operations enablement space, focusing on pre-sales solution development and strategy.

📈 Primary Responsibilities

• 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 the "art of the 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.

📝 Enhancement Note: The responsibilities highlight a strategic GTM function that bridges product capabilities with market needs. The emphasis on ACV growth, solution-led engagement, and cross-functional collaboration with Sales, Product, and Marketing indicates a critical role in accelerating the sales cycle and enhancing product-market fit through well-defined solutions.

🎓 Skills & Qualifications

Education:

• Preferred: Advanced degree (Master's or PhD) in Computer Science, Design, Human-Computer Interaction, Business, or related technical/design field.

Experience:

• Basic: 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.
• 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.

Required Skills:

• 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 the 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 Skills:

• 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.

📝 Enhancement Note: The qualifications emphasize a strong blend of analytical, strategic, and interpersonal skills. Candidates are expected to be adept at both deep research and high-level strategic thinking, with a clear ability to translate complex findings into actionable solutions. The preference for industry and ServiceNow product expertise signifies a need for domain-specific knowledge to effectively design impactful solutions.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of successful solution architecture and design projects, showcasing a clear understanding of user needs and business objectives.
• Case studies detailing the application of design thinking, user research, and journey mapping methodologies to solve complex business problems.
• Examples of how quantitative and qualitative data were synthesized to inform strategic decisions and drive measurable business outcomes.
• Evidence of experience in digital transformation initiatives, highlighting the impact of proposed solutions on enterprise scale.
• Documentation of experience with AI applications and modern design tools in research, synthesis, and solution development workflows.

Process Documentation:

• Ability to articulate and document research methodologies, including frameworks, tools, and best practices for information gathering, synthesis, and ideation.
• Experience in leading structured discovery sessions and customer interviews, with a focus on identifying workflow gaps and prioritizing innovation.
• Documentation of cross-functional collaboration processes, demonstrating alignment between Product, Sales, Marketing, and Solution Consulting teams on solution scope and value proposition.
• Examples of how technical feasibility was assessed based on product capabilities, data models, and integration points within a platform environment.

📝 Enhancement Note: While a formal "portfolio" isn't explicitly requested, the nature of the role and its responsibilities strongly implies the need for candidates to showcase their work through case studies, project examples, and detailed explanations of their methodologies. This is crucial for demonstrating their strategic design capabilities, research rigor, and ability to drive business impact.

💵 Compensation & Benefits

Salary Range:

• Estimated Range: $140,000 - $220,000 annually.
• Methodology: This estimate is based on industry benchmarks for Solution Design Managers with 7-15+ years of experience in major tech hubs like Chicago, considering the enterprise software sector and the specific responsibilities outlined. Factors include required expertise in solution architecture, strategic consulting, and AI applications. This range is subject to variation based on specific experience, qualifications, and the final negotiation.

Benefits:

• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO), holidays, and sick leave.
• 401(k) retirement plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Opportunities for professional development, training, and certifications.
• Access to ServiceNow's innovative product suite and employee resource groups.
• Flexible work arrangements (Work Persona: Flexible or Remote).

Working Hours:

• Standard full-time hours, typically 40 hours per week.
• Flexibility is offered, aligning with the "Flexible or Remote" work persona.
• Occasional evening or weekend work may be required to meet project deadlines or accommodate global stakeholder schedules.

📝 Enhancement Note: The salary range is an estimate for the Chicago, Illinois location, reflecting the experience level and seniority of a Solution Design Manager role in the enterprise software industry. ServiceNow is known for offering competitive compensation and comprehensive benefits packages to attract top talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Cloud Computing / Software as a Service (SaaS) Company Size: ServiceNow is a global market leader with over 8,100 customers, indicating a large enterprise with significant market share and resources. Its employee count is substantial, likely in the tens of thousands globally. Founded: 2004 in San Diego, California.

Team Structure:

• The Solution Design team operates at the crossroads of Product, Marketing, Field Sales, Solution Consulting, and Partners.
• This indicates a highly cross-functional and collaborative team structure, requiring strong communication and alignment across various departments.
• The Solution Design Manager will likely report into a senior leadership role within a GTM, Solutions, or Product strategy group.

Methodology:

• Focus on translating "voice of the customer" into scalable, AI-enhanced solutions.
• Emphasis on understanding executive-level concerns (AI, automation, transformation) and end-user pain points.
• Application of design thinking, user research, and AI/automation to uncover opportunities and architect solutions.
• Commitment to leveraging ServiceNow's intelligent cloud-based platform to connect people, systems, and processes.
• Data-driven approach to refine solution effectiveness and measure commercial impact (ACV growth).

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow's culture is built around innovation, customer focus, and making work work better through technology. The Solution Design team embodies this by bridging customer needs with platform capabilities, driving growth, and fostering collaboration across diverse internal functions.

📈 Career & Growth Analysis

Operations Career Level: This role is a management position within a strategic GTM/Solution Design function. It requires significant experience (7-15+ years) and involves leadership in driving revenue growth through sophisticated solution development. It sits above individual contributor roles like Solution Architects or Consultants, focusing more on strategy, methodology, and team enablement if applicable.

Reporting Structure: The Solution Design Manager will likely report to a Director or VP of Solution Design, GTM Strategy, or a similar senior leadership role within the Global Industries & Solutions group. Collaboration will be extensive with teams such as Product Management, Field Sales, Solution Consulting, Marketing, and Customer Success.

Operations Impact: The primary impact of this role is direct contribution to net new ACV growth by developing and refining innovative, platform-based solutions that resonate with target industries and customer needs. This role enables sales teams by providing compelling, technically feasible solutions that address key business challenges, thereby accelerating deal cycles and increasing win rates.

Growth Opportunities:

• Leadership Advancement: Potential to move into senior management or director roles within Solution Design, GTM Strategy, or Product Management.
• Specialization: Deepen expertise in specific industry verticals or advanced AI/automation solutioning.
• Cross-Functional Mobility: Opportunities to transition into roles within Product Management, Sales Strategy, or Customer Success leadership.
• Thought Leadership: Develop a reputation as an industry expert through internal and external presentations, publications, and contributions to ServiceNow's solution innovation.

📝 Enhancement Note: This role offers a significant career trajectory for individuals experienced in solution architecture and GTM strategy. The emphasis on driving revenue and influencing product direction provides a strong foundation for advancement within a leading enterprise software company.

🌐 Work Environment

Office Type: ServiceNow offers a flexible work environment. Employees can be categorized into "flexible," "remote," or "required in office" work personas. This role is designated as "Flexible or Remote." Office Location(s): While the role is flexible/remote, the job posting lists a specific office address in Chicago, Illinois: 176 North Racine Ave, Suite 500, Chicago, IL 60607. This suggests it may serve as a hub or primary office for employees in the region. Other ServiceNow offices globally are also available.

Workspace Context:

• The "Flexible or Remote" persona allows for a blend of in-office and remote work, promoting work-life balance and autonomy.
• Collaboration is expected to occur both virtually (using ServiceNow's platform and other digital tools) and potentially in-person at designated office locations for team meetings, workshops, or executive engagements.
• Access to ServiceNow's cutting-edge technology and platform capabilities will be integral to the daily work environment.

Work Schedule:

• Standard full-time hours (approx. 40 hours/week) are expected.
• Flexibility is a key feature, allowing individuals to manage their schedules to optimize productivity and work-life integration.
• Occasional adjustments to working hours may be necessary to align with global teams, customer needs, or critical project deadlines.

📝 Enhancement Note: The "Flexible or Remote" work persona at ServiceNow provides significant autonomy. Candidates should be comfortable managing their own time and productivity, leveraging digital collaboration tools, and potentially traveling to offices or customer sites as needed, even if a primary remote setup is supported.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.
• Hiring Manager Interview: A deeper dive into your experience with solution architecture, design thinking, user research, AI/automation, and GTM strategy. Expect behavioral and situational questions.
• Technical/Methodology Interview: This may involve a panel with Solution Architects, Product Managers, or other stakeholders to assess your technical fluency, understanding of ServiceNow's platform (if applicable), and your approach to research, synthesis, and solution design.
• Case Study/Presentation: Candidates will likely be given a business challenge or industry scenario and asked to prepare a presentation outlining a solution design. This will assess your ability to connect user value, product capability, and business outcomes, as well as your facilitation and storytelling skills.
• Executive Interview: A final interview with senior leadership to assess strategic thinking, executive presence, and overall alignment with the company's vision and values.

Portfolio Review Tips:

• Curate for Impact: Select 2-3 projects that best demonstrate your ability to drive ACV growth, apply design thinking, conduct rigorous research, and architect innovative solutions.
• Structure Your Case Studies: For each project, clearly outline:
  • The Business Challenge/Objective
  • Your Role and Responsibilities
  • The Methodologies Used (Design Thinking, User Research, AI application, etc.)
  • Key Insights and Findings
  • The Proposed Solution and its Technical Feasibility
  • The Demonstrated Business Value (e.g., ACV impact, efficiency gains, user adoption)
• Quantify Results: Whenever possible, use data and metrics to demonstrate the tangible impact of your solutions. Focus on outcomes like revenue growth, cost savings, improved user experience, or increased efficiency.
• Highlight AI/Automation: Explicitly showcase any projects where you leveraged AI or automation to enhance research, design, or solution delivery.
• Tailor to ServiceNow: If possible, frame your examples in a way that aligns with ServiceNow's platform capabilities and target industries.

Challenge Preparation:

• Research ServiceNow: Understand their platform, key products, target industries, and recent AI/automation initiatives (e.g., their "Now Assist" capabilities).
• Industry Trends: Be prepared to discuss current trends in your area of expertise (e.g., digital transformation, AI in enterprise software, industry-specific challenges).
• Design Thinking Process: Be ready to walk through the stages of design thinking and how you apply them in a practical, business-oriented context.
• Executive Communication: Practice articulating complex ideas clearly and concisely, focusing on business value and strategic alignment.

📝 Enhancement Note: The interview process is designed to evaluate a candidate's strategic thinking, problem-solving skills, research capabilities, and ability to translate complex concepts into tangible business value. A strong, well-documented portfolio or set of case studies will be critical for success.

🛠 Tools & Technology Stack

Primary Tools:

• Design Thinking & Research: Tools for journey mapping, persona development, user interviews, focus groups, and ethnographic studies. Examples might include Miro, Mural, Figma, Adobe Creative Suite, Dovetail, UserTesting.com.
• Data Analysis & Visualization: Power BI, Tableau, SQL, Advanced Excel for synthesizing quantitative data and identifying trends.
• AI & Automation Tools: Experience with applying AI models or platforms for research acceleration, insight generation, and workflow automation. This could include using AI assistants, machine learning platforms, or specific ServiceNow AI features.
• Collaboration Platforms: Microsoft Teams, Slack, Zoom, and internal ServiceNow collaboration tools for cross-functional communication and project management.

Analytics & Reporting:

• Tools to track and analyze solution effectiveness, win rates, and ACV growth. This may involve CRM analytics (e.g., Salesforce), BI tools (Power BI, Tableau), and potentially custom reporting solutions.

CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce) for understanding sales pipeline and customer engagement.
• Understanding of workflow automation principles, particularly as they relate to enterprise service management and the ServiceNow platform.

📝 Enhancement Note: Proficiency with a range of design, research, and analytical tools is expected. Given ServiceNow's focus, familiarity with their platform's capabilities, especially concerning AI and automation, would be a significant advantage.

👥 Team Culture & Values

Operations Values:

• Innovation: Continuously seeking new and better ways to solve customer problems through AI and automation.
• Customer Centricity: Deeply understanding customer needs and translating them into valuable, actionable solutions.
• Collaboration: Working effectively across diverse teams (Product, Sales, Marketing, etc.) to achieve shared goals.
• Data-Driven Decision Making: Utilizing both qualitative and quantitative insights to inform strategy and measure impact.
• Excellence: Striving for high quality in research, design, and execution, with a focus on driving measurable business outcomes (ACV growth).
• Intellectual Curiosity: A drive to learn, explore new trends, and simplify complexity.

Collaboration Style:

• Highly cross-functional, requiring proactive engagement with various departments.
• Emphasis on building consensus and influencing senior stakeholders.
• Open to feedback and iterative improvement of solutions and methodologies.
• Will likely involve facilitating workshops, leading discovery sessions, and presenting findings to diverse audiences.

📝 Enhancement Note: ServiceNow values a proactive, collaborative, and innovative approach. The Solution Design Manager must be adept at navigating complex organizational structures and influencing stakeholders to drive strategic initiatives forward, embodying a culture of continuous improvement and customer focus.

⚡ Challenges & Growth Opportunities

Challenges:

• Bridging Technical and Business Needs: Effectively translating complex technical capabilities of the ServiceNow platform into clear business value propositions that resonate with executives.
• Data Synthesis and Insight Generation: Consolidating vast amounts of qualitative and quantitative data from diverse sources into actionable, prioritized insights.
• Cross-Functional Alignment: Gaining buy-in and maintaining alignment across multiple departments (Product, Sales, Marketing, etc.) with potentially competing priorities.
• Pace of Innovation: Staying ahead of rapid advancements in AI and automation, and integrating these into solution designs effectively.
• Industry Nuance: Developing deep, specific expertise across multiple assigned industry verticals to design highly relevant and impactful solutions.

Learning & Development Opportunities:

• Deep Dive into ServiceNow Platform: Extensive opportunities to learn the intricacies of ServiceNow's AI and automation capabilities, product roadmap, and industry-specific solutions.
• Advanced Design & Research Methodologies: Continuous learning and application of cutting-edge techniques in user research, design thinking, and solution architecture.
• Industry Expertise Development: Opportunities to become a thought leader in specific industry verticals through research, customer engagement, and industry events.
• Leadership Skills: Development in areas such as stakeholder management, executive communication, and strategic influence.
• AI & Automation Specialization: Gaining hands-on experience and expertise in leveraging AI and automation to drive business transformation.

📝 Enhancement Note: This role presents opportunities to tackle complex strategic challenges at the forefront of enterprise technology and AI. The growth potential lies in developing deep domain expertise, mastering advanced solution design techniques, and influencing GTM strategy at a senior level.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you translated complex customer needs into a scalable, platform-based solution. What was your process, and what was the business outcome?" (Focus on methodology, impact, and platform thinking).
• "How do you stay current with industry trends, particularly in AI and automation? How have you incorporated these into past solution designs?" (Demonstrate intellectual curiosity and practical application).
• "Walk us through your approach to structuring discovery sessions with enterprise executives and front-line users. What key questions do you prioritize?" (Showcase facilitation skills and strategic questioning).
• "How do you balance technical feasibility with innovative solution design? Provide an example." (Highlight practical problem-solving and platform understanding).

Company & Culture Questions:

• "What excites you about ServiceNow and its mission to make the world of work better?" (Show enthusiasm for the company's purpose).
• "How would you foster collaboration between Product, Sales, and Marketing teams to ensure alignment on new solution offerings?" (Demonstrate cross-functional collaboration skills).
• "Describe a situation where you had to influence senior stakeholders to adopt a new strategy or solution. What was your approach?" (Highlight executive presence and influencing skills).

Portfolio Presentation Strategy:

• Tell a Story: Structure your case studies as compelling narratives with a clear beginning (challenge), middle (process/solution), and end (impact).
• Focus on Value: For each project, clearly articulate the business problem solved and the quantifiable value delivered (e.g., ACV growth, efficiency improvements).
• Show, Don't Just Tell: Use visuals where appropriate (e.g., simplified journey maps, architecture diagrams) to illustrate your points.
• Be Prepared for Deep Dives: Anticipate questions about your specific contributions, the tools you used, and the rationale behind your decisions.
• Connect to ServiceNow: Whenever possible, draw parallels between your experience and how you would apply it within the ServiceNow ecosystem.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strategic, data-driven, and collaborative approach to solution design, with a strong emphasis on driving business value and revenue growth. Candidates should be ready to articulate their methodologies and showcase their impact through concrete examples.

📌 Application Steps

To apply for this operations position:

• Submit your application through the ServiceNow careers portal via the provided job link.
• Portfolio Customization: Prepare a concise summary of 2-3 key projects that best illustrate your experience in solution architecture, design thinking, user research, AI application, and driving business outcomes. Quantify achievements where possible.
• Resume Optimization: Tailor your resume to highlight keywords from the job description, such as "Solution Architecture," "Design Thinking," "User Research," "AI," "Automation," "GTM Strategy," "ACV Growth," and specific industry expertise. Emphasize your experience in enterprise environments and with cross-functional collaboration.
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare to discuss your approach to solution design, research methodologies, and how you drive impact. Rehearse your portfolio presentation strategy.
• Company Research: Thoroughly research ServiceNow, its platform, its AI initiatives (like Now Assist), its target industries, and its company values. Understand how your skills and experience align with their mission and how you can contribute to their goal of making work work better for everyone.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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