Sr. Director, AI Powered Service Delivery & Automation

Team: IT

Location: US

Commitment: Full-time

Workplace Type: remote

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, , 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.