Required experience and qualifications
- Bachelor's Degree in Information Systems, Computer Science or equivalent.
- At least 10 years experience in IT/digital/AI/service management with 5+ years leadership role.
- Experience working with ServiceNow Now Assist, Agentic AI workflows, or AI-enabled ITSM automation platforms.
- Led AI/automation/DEX initiatives end-to-end in large scale end user computing environments using tools such as ServiceNow and Tanium DEX.
- Strong background in process management or ITSM (e.g., ITIL, BPM, Lean/Six Sigma), including designing and governing cross-functional processes.
- Practical understanding of AI/ML concepts, GenAI, data platforms, and MLOps practices (model lifecycle, monitoring, retraining, observability).
- Experience establishing governance frameworks, policies, and standards, preferably covering technology, data, risk, or compliance domains.
- Proven ability to lead cross-functional teams and influence senior stakeholders without direct authority.
- Excellent communication skills, with the ability to explain complex AI concepts and risk considerations in business language.
