Sr. Director, AI Powered Service Delivery & Automation

Accountabilities:
The Sr. Director, AI Powered Service Delivery & Automation will lead the development and execution of AI-driven managed services strategies while building scalable capabilities that improve operational performance and customer value. Define and execute the roadmap for AI-powered service delivery transformation across enterprise applications and cloud platforms. Identify opportunities to automate service processes including diagnostics, triage, resolution workflows, documentation, knowledge creation, and customer communications. Establish governance frameworks, business cases, and measurable objectives for AI adoption, automation rates, service quality, productivity, and cost optimization. Build and lead an AI and automation Center of Excellence focused on intelligent service operations, innovation, and next-generation delivery models. Design and deploy AI assistants, copilots, agentic workflows, enterprise knowledge systems, and automation solutions that enhance support effectiveness. Drive AIOps, observability, predictive analytics, and self-healing operational capabilities to prevent and resolve service disruptions. Partner with cross-functional teams to integrate automation, AI capabilities, and operational improvements into daily service delivery. Transform support models from reactive case management toward predictive, proactive, and autonomous service operations. Develop scalable automation frameworks across ERP and cloud environments, improving diagnostics, monitoring, integrations, configuration validation, and operational visibility. Lead global teams through technology transformation initiatives, ensuring adoption of AI-powered processes and best practices. Establish performance metrics to measure improvements in resolution speed, productivity, service margins, customer satisfaction, and operational efficiency. Collaborate with business leaders to create AI-enabled service offerings that deliver differentiated value to customers. Requirements: The ideal candidate brings extensive experience leading enterprise technology transformations, AI adoption initiatives, and global managed services operations, with a strong ability to connect innovation with measurable business outcomes. 12+ years of experience leading enterprise managed services, technology operations, or large-scale transformation programs. Proven success implementing AI-driven automation, autonomous operations, digital labor solutions, or intelligent service delivery models. Experience deploying AI platforms, agentic workflows, enterprise knowledge systems, copilots, and automation technologies at scale. Strong understanding of enterprise application support environments, including ERP and cloud platforms such as SAP, Oracle, Salesforce, ServiceNow, Workday, or Microsoft technologies. Expertise in AIOps, observability, IT operations management, predictive operations, automation frameworks, and service management platforms. Strong technical leadership skills with the ability to collaborate across architecture, engineering, operations, and executive teams. Demonstrated experience reducing support effort, improving productivity, increasing automation, and optimizing service economics. Experience building and scaling global teams, Centers of Excellence, or enterprise transformation functions. Ability to translate complex technology initiatives into clear business value, including cost savings, productivity improvements, and enhanced customer outcomes. Exceptional communication, influencing, strategic thinking, and stakeholder management skills. Bachelor’s degree or equivalent professional experience required; advanced degree such as an MBA preferred. Benefits: Competitive salary range of approximately $190,000–$280,000 depending on skills, experience, and location. Comprehensive medical, dental, and vision insurance coverage. Disability insurance benefits. Paid parental leave. 401(k) retirement savings program. Generous paid time off (PTO). Remote work flexibility within the United States. Opportunities to lead high-impact AI transformation initiatives within a global technology environment. Professional growth opportunities through collaboration with experienced technology and business leaders. A culture focused on innovation, teamwork, meaningful work, and continuous learning.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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