Modern Service Management Associate Director

What you'll do

• Define and govern the end-to-end IT service management operating model including incident, problem, change, request, and configuration management.
• Re-engineer legacy service management processes to integrate automation, AI-augmented operations, and agentic workflows.
• Integrate agentic AI into core ITSM workflows for autonomous triage, self-healing operations, and intelligent risk assessment.
• Sell and shape service management transformation programs by authoring executive proposals and presenting business cases to CIOs.
• Maintain personal accountability for the commercial performance, P&L, and delivery quality of sold engagements.
• Provide thought leadership on AIOps, observability-driven operations, and platform engineering models.
• Build and lead a high-performing service management practice by recruiting talent and scaling go-to-market offerings.

What we're looking for

• Minimum 10 years of experience in IT service management, IT operations, or technology consulting with expertise in ITIL governance and transformation.
• Minimum 10 years in senior leadership roles with accountability for ITSM tooling strategy, process governance, and service quality outcomes.
• Bachelor's degree required, or equivalent experience (minimum 12 years for non-degree holders; minimum 6 years if holding an Associate’s Degree).
• ITIL 4 Managing Professional or Strategic Leader certification, ServiceNow Certified Implementation Specialist, or relevant cloud/SRE certifications.
• Proficiency in AIOps platform strategy, agentic workflow design, and experience with tools like ServiceNow, BMC Helix, or Jira.
• Experience leading service management functions through DevOps or platform engineering transitions (preferred).
• Domain experience in financial services, manufacturing, or energy sectors with complex, high-volume IT operations (preferred).
• Ability to travel between 25% and 100% based on business needs and client requirements.