Sr. Director, AI Powered Service Delivery & Automation

Accountabilities

• Lead AI-powered service delivery transformation: Define and execute the roadmap for AI-driven managed services across ERP and cloud platforms. Identify and prioritize opportunities to automate diagnosis, triage, resolution, knowledge creation, documentation, and client communications.

• Establish business cases, governance frameworks, and measurable targets for automated resolution, ticket deflection, engineer productivity, service quality, and margin improvement.

• Collaborate with Delivery, Engineering, AI, Product, and Operations teams to drive innovation and ensure successful adoption of new capabilities.

• Build AI-enabled and autonomous service operations: Design and deploy AI-powered assistants, copilots, agentic workflows, and enterprise knowledge capabilities to improve support effectiveness and consistency.

• Leverage AI platforms, large language models, automation tools, and knowledge assets to automate support activities and enable increasingly autonomous service operations.

• Establish standards for AI governance, operational controls, performance measurement, and responsible AI adoption.

• Drive the transition from reactive support toward predictive, proactive, and autonomous service delivery, increasing automated case resolution while reducing manual engineering effort.

• Advance AIOps and intelligent operations: Implement AIOps, observability, monitoring, and analytics capabilities to predict, prevent, and remediate service disruptions.

• Develop self-healing operations through automated remediation, anomaly detection, event correlation, and predictive service management.

• Partner with ServiceNow and infrastructure teams to advance IT Operations Management (ITOM), Configuration Management Database (CMDB), service mapping, discovery, and operational intelligence capabilities.

• Lead global AMS delivery transformation: Establish and lead a global AMS Automation & AI Center of Excellence focused on AI engineering, intelligent automation, service innovation, and next-generation delivery capabilities.

• Transform manual, case-driven workflows into AI-assisted and automation-enabled processes, standardizing scalable delivery patterns, automation frameworks, and operational practices across ERP and cloud services.

• Drive adoption among global delivery teams and leadership, embedding new capabilities into daily operations.

• Partner with Product, Sales, and Delivery leadership to develop AI-enabled service offerings that increase client value and strengthen market differentiation.

• Improve productivity and service efficiency: Deliver solutions that reduce administrative overhead and improve resolution speed, throughput, first-contact resolution, and engineering productivity.

• Implement AI-assisted troubleshooting, intelligent routing, knowledge recommendations, automated documentation, and reusable resolution patterns.

• Establish and track measurable improvements in cost-to-serve, service quality, and operational performance.

• Deliver scalable platform automation: Design and implement reusable automation solutions across ERP and cloud platforms, including diagnostics, monitoring, integration management, configuration validation, and release impact assessment.

• Modernize service management processes through embedded automation, more efficient workflows, improved operational visibility, and enhanced reporting.

• Ensure solutions are scalable, practical, and aligned with client needs, delivery requirements, and business outcomes.

Requirements

• Bachelor's degree or equivalent professional experience. An advanced degree, such as an MBA, is preferred.

• 12+ years of experience leading enterprise managed services, service operations, or technology transformation organizations.

• Demonstrated success implementing AI-driven automation, autonomous operations, or digital labor solutions that materially improve service delivery performance and economics.

• Experience deploying AI platforms, agentic workflows, enterprise knowledge systems, copilots, and intelligent automation capabilities at scale.

• Strong technical leadership and credibility across architecture, engineering, AI, operations, and executive stakeholder communities.

• Experience with AIOps, observability, ITOM, predictive operations, automation frameworks, and enterprise service management platforms.

• Deep understanding of enterprise application support models across ERP and cloud platforms, including SAP, Oracle, Salesforce, ServiceNow, Workday, and Microsoft technologies.

• Proven ability to build new capabilities and lead global transformation programs that improve automation rates, productivity, service quality, customer outcomes, and margin performance.

• Track record of delivering measurable reductions in support effort, ticket volume, or cost-to-serve through AI, automation, or autonomous operations.

• Experience leading geographically distributed engineering, platform, or automation teams within a global managed services organization.

Technical and leadership skills:

• Deep expertise in AI-driven service delivery, agentic automation, autonomous operations, AIOps, observability, and intelligent automation platforms.

• Strong technical foundation in APIs, integrations, orchestration, automation frameworks, and enterprise service management technologies.

• Ability to translate technology innovation into measurable business outcomes, including productivity gains, cost reductions, service quality improvements, and margin expansion.

• Technology-first leadership approach, with the ability to operate at strategic, architectural, and operational levels.

• Proven ability to lead organizational transformation, align stakeholders, and drive adoption across global teams.

• Exceptional analytical, communication, and influencing skills.

• Experience building, developing, and scaling high-performing teams and Centers of Excellence.

Benefits

• Competitive compensation aligned with the skills and experience of senior-level professionals.

• Bonus opportunities.

• Benefits designed to support high-performing team members.

• Opportunity to lead global AI and automation transformation initiatives.

• Exposure to enterprise-scale ERP, cloud, and agentic AI technologies.

• Collaboration with geographically distributed teams and international stakeholders.

• Opportunity to build and scale a global Automation & AI Center of Excellence.

• A collaborative environment focused on innovation, professional growth, mutual respect, client outcomes, and community impact.