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.