Job Description
Job Overview
The Associate Director, ServiceNow ITSM Transformation & AI Operations will lead the modernization of our Company's IT Service Management capabilities through AI-driven operations, automation, and process transformation. This role is responsible for advancing an intelligent operating model that connects ServiceNow, Ansible, BigPanda, observability platforms, and software development processes to improve service reliability, operational efficiency, and employee experience.
Primary Responsibilities
Lead the strategy, transformation, and continuous improvement of ITSM processes, including Incident, Problem, Change, Request, and Major Incident Management.
Drive adoption of AI-powered and Agentic AI solutions to automate service operations, incident resolution, and workflow orchestration.
Define and implement end-to-end workflows across ServiceNow, BigPanda, observability platforms, and SDLC tools such as Jira, GitHub, and Azure DevOps.
Partner with Infrastructure, Engineering, Security, Architecture, and Product teams to improve operational resilience and service quality.
Identify and deliver high-value AI, automation, and AIOps use cases that reduce manual effort and accelerate issue resolution.
Establish governance, KPIs, and value realization of metrics for AI-enabled service operations.
Lead cross-functional initiatives and influence stakeholders to drive adoption of future-state operating models.
Required Qualifications
Bachelor's or Master’s degree in Information Technology, Computer Science, Engineering, or related field.
12+ years of experience in ITSM, IT Operations, or ServiceNow leadership roles.
ServiceNow certifications (CSA, CAD, CIS, and AI-related modules)
Strong expertise in ServiceNow ITSM and process transformation.
Experience with ITOM, Event Management, AIOps, workflow automation, and enterprise integrations.
Proven ability to lead large-scale transformation initiatives and deliver measurable business outcomes.
Preferred Qualifications
Experience with ServiceNow ITOM, CMDB, Service Mapping, AI Control Tower, and AI Agents.
Experience integrating with BigPanda or similar AIOps platforms.
Knowledge of Agentic AI, Generative AI, intelligent automation, and autonomous workflows.
Experience integrating ServiceNow with DevOps and SDLC platforms.
Experience in a regulated industry such as pharmaceuticals or healthcare.
Success Measures
Increased automation and AI adoption across IT Operations.
Reduced incident volume and mean time to resolution (MTTR).
Improved service reliability and operational efficiency.
Successful deployment of Agentic AI use cases and autonomous workflows.
Measurable business value through process modernization and AI-driven transformation.
This leadership role will be instrumental in transforming our Company's IT Operations into an AI-enabled, increasingly autonomous service management ecosystem.
Required Skills:
Automation, Business Informatics, Business Transformation, Change Management, Computer Science, Data Engineering, Data Visualization, Design Applications, Design for Maintainability, Emotional Resilience, Information Technology (IT), Information Technology Management, Orchestration (Computing), Red Hat Ansible, Service Operations, Software Configurations, Software Development, Software Development Life Cycle (SDLC), Solution Architecture, System Designs, System Integration, Systems Automation, Testing, Use Cases, Workflow Automation
Preferred Skills:
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