Digital Shift Team Lead

We are seeking a proactive leader to drive the Digital Shift, AI Agent, and Digital Employee Experience (DEX) continuous improvement initiatives for our client's enterprise IT support environment. This role is central to advancing user-centric IT support by leveraging ServiceNow Virtual Agent, NowAssist, and Tanium DEX, ensuring ongoing innovation, robust governance, and measurable improvements in service delivery. Reporting to the Service Delivery Manager, you will champion digital enablement, AI-powered support, and DEX optimization for this account.

Job Description

. Digital Transformation Leadership: Lead and coordinate the continuous improvement of AI Agent and DEX capabilities, ensuring alignment with the client's digital transformation roadmap and service level agreements. Work closely with the Service Delivery Manager, Transition Manager, and Team Leads to embed digital innovation into service desk and onsite support operations.

. AI Agent & DEX Enhancement: Oversee the deployment, configuration, and ongoing refinement of ServiceNow Virtual Agent and NowAssist, ensuring high ticket deflection, user satisfaction, and seamless escalation to human agents. Drive the integration and optimization of Tanium DEX for proactive endpoint monitoring, auto-remediation, and data-driven service improvements. Identify and propose new use cases for automation and self-service, preparing quarterly innovation proposals and tracking benefits realization.

. AI Governance & Compliance: Establish and maintain AI governance frameworks, including risk mitigation (bias, hallucination, security), human-in-the-loop protocols, and compliance with Responsible AI and data protection standards. Ensure all AI-driven actions are transparent, auditable, and compliant with client and regulatory requirements.

. Continuous Service Improvement: Analyze incident trends, DEX analytics, and user feedback to propose and implement enhancements to AI and DEX workflows. Collaborate with stakeholders to ensure service innovations are effectively adopted and deliver tangible improvements in user experience.

. Reporting & Stakeholder Engagement: Prepare regular reports and presentations on AI/DEX performance, innovation initiatives, and progress against roadmap targets. Support change management and user education activities to drive adoption of digital tools and processes.

Requirements

. Education & Experience: Bachelor's degree in Information Technology, Business, or related field. Minimum 5 years experience in IT service management, digital transformation, or service improvement roles in large enterprise environments. Prior experience with ServiceNow platform (especially Virtual Agent and NowAssist) and/or Tanium DEX is highly advantageous.

. Knowledge & Skills: Strong understanding of ITSM processes and digital employee experience management. Familiarity with AI-powered support tools, automation, and self-service concepts. Knowledge of AI governance, Responsible AI principles, and data protection regulations.

. Leadership & Communication: Excellent stakeholder engagement, project management, and change management skills. Strong analytical, problem-solving, and decision-making abilities. Professional communication competency (written and spoken English), with ability to prepare clear reports and deliver presentations.

. Personal Attributes: Innovative mindset with a passion for digital enablement and continuous improvement. Collaborative team player, able to work effectively across functions and with external partners. Eligible for government security clearance as required by the client.