Director , Ai Support Transformation (ServiceNow)

For our client, we are seeking a Director , Ai Support Transformation (ServiceNow) to join the team of a leader in the Aerospace & Defense space.

This leader will drive a major transformation of support operations by modernizing how AI, automation, and service management come together to improve service delivery. The role will own the strategy for a core enterprise support platform and partner with senior leaders across decentralized business units to create scalable, measurable improvements. It is well suited for someone who can balance governance, workflow redesign, and technology leadership in a complex operating environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $130,000 – $150,000 annually

Responsibilities

• Develop and execute the roadmap for AI-assisted customer support
• Oversee the support platform strategy, ensuring operational stability and business value
• Collaborate with company leaders to create scalable solutions for their challenges
• Redesign support workflows to integrate AI for improved triage and resolution
• Promote the adoption of new tools and processes focused on measurable outcomes
• Establish governance and quality standards for the support knowledge base

Qualifications

• 5-7 years of experience in service management or operational transformation programs
• Proven track record in guiding enterprise platforms, including roadmap and governance
• Strong grasp of support workflows, case management, and service metrics
• Ability to lead and motivate technical and operational teams effectively
• Excellent collaboration and influencing skills across decentralized business units
• Strategic thinker with a focus on measurable outcomes

Benefits

• Remote work flexibility within the US
• Opportunity to lead transformative projects in a dynamic environment
• Engagement with cutting-edge AI and automation technologies
• Collaboration with cross-functional teams across the organization
• Potential for professional growth in a leadership role

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.