The ServiceNow AI Innovation & Process Governance Lead is responsible for driving the adoption, governance, and continuous expansion of AI-enabled digital workplace capabilities.
The role works closely with service delivery leadership to implement AI capabilities such as ServiceNow Now Assist, Agentic AI workflows, and Digital Employee Experience (DEX) automation, improving ticket deflection, service efficiency, and user experience.
Operating within the AI Transformation & Automation Hub, the role governs AI adoption across service operations, ensuring solutions are implemented in a secure, controlled, and outcome-driven manner aligned with client's transformation roadmap.
Key responsibilities
- Support client stakeholders to deliver the enterprise AI innovation roadmap, aligned to business strategy, digital transformation, and operations priorities.
- Work with domain experts to identify, qualify, and prioritize AI/automation use cases across functions (operations, service delivery, customer experience, back office), including GenAI, copilots, intelligent workflows, and analytics.
- Lead discovery and design workshops with business and IT stakeholders to translate problem statements into AI-enabled solution concepts, PoCs, and scalable patterns.
- Establish and maintain the AI governance framework covering usecase intake, risk assessment, approvals, model lifecycle controls, and compliance with internal policies and regulations.
- Ensure guardrails for responsible AI (data usage, security, privacy, bias, explainability, human-in-the-loop) are embeded into processes, templates, and technical platforms.
- Set enterprise standards for AI and automation process design, documentation, and change control (playbooks, SOPs, process maps, RACI, decision trees).
- Design and run intake, evaluation, and approval processes for new AI initiatives, ensuring alignment to architecture, security, and risk guidelines.
- Drive Digital Employee Experience (DEX) strategy, governance, and reporting to support data-driven service improvements.
- Define KPIs and scorecards to track AI portfolio value (productivity, experience, quality, risk reduction) and process maturity/compliance across domains.
- Lead cross-functional change management for AI adoption with client stakeholders, including communications, training, and stakeholder engagement for new ways of working.
- Ensure integration of AI solutions into existing ITSM and transform operational processes (incident, problem, change, knowledge, request) to new ways of working, including operating model and RACI updates.
- Oversee the creation and maintenance of a central repository of AI use cases, models, process assets, standards, and lessons learned.
- Assess external trends, regulatory developments, and vendor capabilities supported by domain experts to continuously evolve internal AI and process governance practices.
AI Innovation & Automation
- Provide the framework to ensure AI innovation and orchestration outputs are aligned with AI transformation roadmap goals.
- Identify and prioritize automation and AI use cases across ITSM processes including incident, request, and service operations.
- Design end-to-end orchestration with domain experts to achieve proactive detection, auto-remediation and smart routing of issues to reduce human interventions.
- Scale and refine workflows to unlock automation benefits with each level of AI maturity and adoption level.
- Enable capabilities such as AI-assisted service desk operations, intelligent ticket routing, self-service automation, and proactive remediation.
- Work with service delivery teams to improve operational outcomes including ticket deflection, MTTR reduction, and service automation coverage.
AI Governance & Responsible AI
- Establish governance and oversight for AI-enabled service operations, ensuring compliance with security, privacy, and operational risk controls.
- Implement governance mechanisms including role-based access controls, auditability of AI actions, and human-in-the-loop approvals.
- Monitor AI performance, model effectiveness, and operational outcomes to ensure AI capabilities remain reliable, safe, and aligned with business objectives.
ITIL Process Governance
- Own ITIL process governance for incident, request, problem, change, knowledge, CMDB, and service level management practices.
- Define process policies, RACI, standards ensuring clear accountabilities across teams.
- Embed AI/automation into ITIL processes (triage, routing, remediation) with safeguards.
- Ensure that process docs (maps, SIPOCs, SOPs) are kept current, versioned, auditable.
- Analyse ITSM KPIs/SLAs/OLAs (MTTR, FCR, change success) and drive off-track improvements.
- Mitigate process risks (e.g., unauthorized changes, poor routing) via controls/training.
Knowledge & Self-Service (KCS)
- Build Knowledge-Centred Service framework for AI-powered self-service.
- Create/maintain validated KB articles enabling self-resolution and automation.
- Use KCS analytics to identify high-value automation opportunities.
- Ensure continuous improvement keeps self-service/automation current/scalable.
Stakeholder management
- Work closely with CDO/CIO/CTO, business leaders, risk, legal, compliance, and security to align AI initiatives with enterprise strategy and risk appetite.
- Partner with service delivery, operations, and product teams to embed AI into daytoday workflows and ensure sustainable ownership postimplementation.
- Collaborate with architecture and platform teams to standardize on approved AI platforms, tools, and patterns, avoiding fragmentation and shadow IT.
- Engage with HR and Learning teams to design capability-building programs on AI literacy, responsible AI, and standardized process practices for different role groups.
- Manage relationships with key AI, cloud, and automation vendors, ensuring solutions comply with governance requirements and contractual obligations.
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.
Competencies and attributes
- Strategic and innovative mindset with strong analytical and problem-solving skills.
- Strong governance orientation, with attention to detail in controls, documentation, and auditability.
- High level of stakeholder empathy and change leadership capability to drive behavior change and adoption of new processes.
