Director – Enterprise Service Experience
Core
Lead strategy, design, and execution of a next-generation service model delivering seamless, end-to-end support and fulfillment for employees across the enterprise using AI and automation.
Role type
Director, Enterprise Service Experience
Builds
AI-powered service ecosystem, automated service operations, proactive and predictive support models
Domain
Enterprise IT Service Management, Digital Transformation, AI/GenAI
Deliverable
production ML models
Required skills
AI/GenAI strategy, AIOps, automation, ITSM frameworks, global team leadership, service reliability, customer experience design, data analytics, stakeholder management
Preferred skills
Machine learning platforms, intelligent virtual agents, predictive insights, organizational change management
Technologies
ServiceNow Virtual Agent, AI Agent Framework, ServiceNow Performance Analytics, Nexthink, Power BI
Responsibilities
Drive shift toward proactive, predictive, and highly automated service operations; lead enterprise-scale Service Desk and Cloud Operations functions; build and develop high-performing global teams; implement XLAs and CSAT programs
Seniority
Director, strategic leadership with hands-on technical oversight
