Associate Director, Software Engineering
About The Position
The Associate Director, ServiceNow ITSM Transformation & AI Operations will lead the modernization of the company's IT Service Management capabilities through AI-driven operations, automation, and process transformation. The role advances an intelligent operating model connecting ServiceNow, Ansible, BigPanda, observability platforms, and software development processes to improve service reliability, operational efficiency, and employee experience. This leadership role is instrumental in transforming the company's IT Operations into an AI-enabled, increasingly autonomous service management ecosystem. Success is measured by increased automation and AI adoption, lower incident volume and mean time to resolution, improved reliability and efficiency, successful Agentic AI and autonomous workflow deployments, and measurable business value from process modernization.
Requirements
- Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, or a 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.
Nice To Haves
- 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.
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 metrics for AI-enabled service operations.
- Lead cross-functional initiatives and influence stakeholders to drive adoption of future-state operating models.
Benefits
- Medical, dental, vision healthcare, and other insurance benefits for employees and family.
- Retirement benefits, including 401(k).
- Paid holidays, vacation, and compassionate and sick days.
- Eligible for an annual bonus and long-term incentive, if applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Director
