Associate Director, Software Engineering

Job Description Job Overview The Associate Director, ServiceNow ITSM Transformation & AI Operations will lead the modernization of our Company's IT Service Management capabilities through AI-driven operations, automation, and process transformation. This role is responsible for advancing an intelligent operating model that connects ServiceNow, Ansible, BigPanda, observability platforms, and software development processes to improve service reliability, operational efficiency, and employee experience. Primary

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 of metrics for AI-enabled service operations.

Lead cross-functional initiatives and influence stakeholders to drive adoption of future-state operating models. Required

Bachelor's or Master’s deg