Associate Director, Software Engineering
Core
Lead the modernization of IT Service Management capabilities through AI-driven operations, automation, and process transformation to improve service reliability and operational efficiency.
Role type
Associate Director, ServiceNow ITSM Transformation & AI Operations
Builds
Intelligent operating model connecting ServiceNow, Ansible, BigPanda, observability platforms, and SDLC tools
Domain
IT Operations / AIOps / ServiceNow
Required skills
ServiceNow ITSM, ServiceNow certifications (CSA, CAD, CIS, AI modules), ITOM, Event Management, AIOps, workflow automation, enterprise integrations, large-scale transformation leadership
Preferred skills
ServiceNow ITOM/CMDB/Service Mapping, BigPanda integration, Agentic AI, Generative AI, DevOps/SDLC platform integration, regulated industry experience
Technologies
ServiceNow, Ansible, BigPanda, Jira, GitHub, Azure DevOps
Responsibilities
Lead strategy and transformation of ITSM processes (Incident, Problem, Change, Request, Major Incident), drive adoption of AI-powered and Agentic AI solutions, define end-to-end workflows across platforms, partner with Infrastructure/Engineering/Security teams, identify high-value AI/automation use cases, establish governance and KPIs for AI operations, lead cross-functional initiatives for future-state operating models
Seniority
Senior, hands-on IC with strategic leadership
