Senior Director, AI Powered Service Delivery, Automation

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

📋 Description

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

• Recognize and prioritize automation opportunities for diagnosis, triage, resolution, knowledge generation, documentation, and client interactions.

• Create business cases, governance structures, and measurable targets for automated resolutions, ticket deflection, engineer efficiency, service excellence, and margin enhancement.

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

• Design and deploy AI-driven assistants, copilots, agentic workflows, and enterprise knowledge capabilities.

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

• Set standards for AI governance, operational controls, performance metrics, and responsible AI integration.

• Lead the shift from reactive support to predictive, proactive, and autonomous service delivery.

• Implement AIOps, observability, monitoring, and analytics features to anticipate, prevent, and resolve service disruptions.

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

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

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

• Transform AMS delivery from manual, case-driven processes to AI-supported and automation-enabled workflows.

• Standardize scalable delivery patterns, automation frameworks, and operational methodologies across ERP and cloud service offerings.

• Promote adoption among global delivery teams and leadership.

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

• Provide features that decrease administrative overhead and enhance resolution speed, throughput, first-contact resolution, and engineer productivity.

• Implement AI-supported troubleshooting, intelligent routing, knowledge suggestions, automated documentation, and reusable resolution models.

• Design and execute reusable automation solutions for ERP and cloud platforms.

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

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

⛳️ Requirements

• Over 12 years of experience leading enterprise managed services, service operations, or technology transformation initiatives.

• Proven experience in implementing AI-driven automation, autonomous operations, or digital labor strategies that significantly enhance service delivery performance and cost efficiency.

• Experience in deploying AI platforms, agentic workflows, enterprise knowledge systems, copilots, and intelligent automation solutions on a large scale.

• Strong technical leadership credibility among architecture, engineering, AI, operations, and executive stakeholders.

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

• In-depth understanding of enterprise application support frameworks across ERP and cloud platforms, including SAP, Oracle, Salesforce, ServiceNow, Workday, and Microsoft technologies.

• Proven success in developing new capabilities and leading global transformation initiatives.

• Experience achieving measurable reductions in support efforts, ticket volumes, or service costs through AI, automation, or autonomous operations.

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

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

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

• Ability to convert technological innovations into quantifiable business results.

• Technology-centric leadership style with strategic, architectural, and operational capabilities.

• Proven track record in driving organizational transformation, stakeholder alignment, and adoption among global teams.

• Exceptional analytical, communication, and influencing abilities.

• 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

• Medical, Dental, and Vision insurance.

• Disability insurance.

• Paid Parental Leave.

• 401(k) program.

• Generous Paid Time Off (PTO).

• Competitive compensation and bonuses.

• Comprehensive benefits package.

• Philanthropic opportunities through the Rimini Street Foundation.