Senior Director, AI Powered Service Delivery, Automation

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Develop and implement the strategic roadmap for AI-enhanced managed services across ERP and cloud platforms.

• Identify and prioritize automation opportunities for diagnosis, triage, resolution, knowledge creation, documentation, and client communication.

• Create business cases, governance structures, and measurable objectives for automated resolutions, ticket deflection, engineer productivity, service quality, and margin enhancement.

• Collaborate with Delivery, Engineering, AI, Product, and Operations teams to foster innovation and ensure adoption.

• Design and launch AI-driven assistants, copilots, agentic workflows, and enterprise knowledge systems.

• Utilize AI, large language models, automation platforms, and knowledge resources to automate support processes and facilitate autonomous service operations.

• Set standards for AI governance, operational controls, performance metrics, and responsible adoption of AI technologies.

• Shift from reactive support to predictive, proactive, and autonomous service delivery.

• Implement AIOps, observability, monitoring, and analytics tools to forecast, prevent, and resolve service interruptions.

• Enhance self-healing operations through automated remediation, anomaly detection, event correlation, and predictive service management.

• Collaborate with ServiceNow and infrastructure teams to advance ITOM, CMDB, service mapping, discovery, and operational intelligence capabilities.

• Establish and lead a global AMS Automation & AI Center of Excellence.

• Transition AMS delivery from manual, case-based execution to AI-assisted and automation-driven workflows.

• Standardize scalable delivery models, automation frameworks, and operational practices across ERP and cloud service portfolios.

• Promote adoption among global delivery teams and leadership.

• Work with Product, Sales, and Delivery leadership to create AI-enhanced service offerings.

• Deliver solutions that minimize administrative burdens and enhance resolution speed, throughput, first-contact resolution, and engineer efficiency.

• Implement AI-assisted troubleshooting, smart routing, knowledge recommendations, automated documentation, and reusable resolution frameworks.

• Establish measurable enhancements in cost-to-serve, service quality, and operational performance.

• Design and deploy reusable automation solutions across ERP and cloud platforms, including diagnostics, monitoring, integration management, configuration validation, and release impact assessment.

• Modernize service management processes by integrating automation, increasing workflow efficiency, and enhancing operational visibility and reporting.

• Ensure solutions are scalable, practical, and aligned with client, delivery, and business objectives.

⛳️ Requirements

• A minimum of 12 years of experience leading enterprise managed services, service operations, or technology transformation organizations.

• A proven history of implementing AI-driven automation, autonomous operations, or digital labor solutions that significantly enhance service delivery performance and economics.

• Experience in deploying AI platforms, agentic workflows, enterprise knowledge systems, copilots, and intelligent automation capabilities at scale.

• Strong technical leadership with credibility across architecture, engineering, AI, operations, and executive stakeholder communities.

• Familiarity with AIOps, observability, ITOM, predictive operations, automation frameworks, and enterprise service management platforms.

• In-depth understanding of enterprise application support models within ERP and cloud environments, including SAP, Oracle, Salesforce, ServiceNow, Workday, and Microsoft technologies.

• Proven success in developing new capabilities and leading global transformation initiatives that enhance automation rates, productivity, service quality, customer outcomes, and margin performance.

• Experience achieving measurable reductions in support effort, ticket volume, or cost-to-serve through AI, automation, or autonomous operations.

• Experience managing geographically distributed engineering, platform, or automation teams within a global managed services environment.

• Extensive expertise in AI-driven service delivery, agentic automation, autonomous operations, AIOps, observability, and intelligent automation platforms.

• Strong technical foundation in APIs, integrations, orchestration, automation frameworks, and enterprise service management technologies.

• Ability to translate technological innovations into measurable business outcomes, including productivity improvements, cost reductions, service quality enhancements, and margin growth.

• Technology-first leadership approach with the capability to lead at strategic, architectural, and operational levels.

• Proven ability to drive organizational transformation, stakeholder alignment, and adoption across global teams.

• Exceptional analytical, communication, and influencing skills, with experience in building and scaling high-performing teams and Centers of Excellence.

• Bachelor’s degree (or equivalent experience) is required; an advanced degree (MBA or equivalent) is preferred.

🏝️ Benefits

• Competitive compensation, bonuses, and benefits that reflect the skills of top-performing team members.

• A diverse and inclusive work environment.

• Equal Employment Opportunity Employer.