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Salary: USD 173,200 - 303,100 / annual
ServiceNow is seeking a Director of AI for Operations to lead the AI Acceleration organization's AI for Operations portfolio. This is a strategic people-leadership role combining technical oversight, AI solution delivery, and stakeholder management to accelerate AI adoption across operational workflows.
You will lead a team of AI Engineers while partnering with Data Engineers, Program Managers, Digital Technology, Business Operations leaders, and executive stakeholders. Your responsibilities include defining and executing AI strategy for Global Operations & Planning, Revenue Operations, Sales Operations, Planning, Strategy, Incentive Compensation, Workforce Planning, and Business Operations teams.
Key responsibilities:
- Lead and develop a team of AI Engineers responsible for designing, developing, deploying, and maintaining AI-powered solutions for Operations teams
- Own the AI for Operations portfolio, including roadmap planning, prioritization, resource allocation, stakeholder alignment, and business value realization
- Partner with operational leaders to identify high-impact AI opportunities across GO&P, Revenue Operations, Sales Operations, Planning, Strategy, Workforce Planning, and Business Operations
- Drive the design and deployment of agentic AI solutions, copilots, workflow automation, knowledge systems, predictive analytics, and operational intelligence capabilities
- Establish technical standards, engineering best practices, governance frameworks, and responsible AI guidelines across the Operations AI portfolio
- Collaborate with Data Engineers to ensure scalable, secure, and compliant data foundations for AI solutions
- Manage project intake, prioritization, portfolio health, and capacity planning across AI Engineering resources
- Define and track success metrics tied to business outcomes: productivity gains, cycle-time reduction, forecast accuracy, process automation, and user adoption
- Partner with Adoption Leads and Enablement teams to ensure successful rollout and sustained value realization of AI solutions
- Evaluate emerging technologies, vendors, and platforms to continuously improve the AI ecosystem and delivery capabilities
- Communicate progress, risks, investment recommendations, and business impact to senior leadership and executive stakeholders
A typical day involves portfolio reviews of active AI initiatives, prioritization sessions with operational leaders to evaluate new AI opportunities, reviewing solution architecture proposals from AI Engineers, presenting portfolio performance and business outcomes to executive stakeholders, and coaching AI Engineering team members to remove roadblocks and ensure delivery focus.
Within the first 12 months, success looks like: deploying and measuring return on the AI4Ops 2026 roadmap, building and operationalizing an AI-first operating model across Sales Operations, increasing automation maturity across critical value streams, improving Sales Operations productivity through AI-enabled workflows, increasing AI Engineers' knowledge and autonomy in ServiceNow and third-party AI technology, and helping design a sustainable AI adoption culture supported by governance, training, and continuous improvement.
REQUIREMENTS:
Experience:
- 8+ years in AI, data, analytics, automation, solutions engineering, operations, consulting, or related fields
- 3+ years of people leadership experience managing technical or cross-functional teams
- Proven track record leading AI, automation, analytics, or digital transformation initiatives at enterprise scale
- Experience managing portfolios, roadmaps, and investment prioritization across multiple stakeholders
- Demonstrated success building and deploying AI-powered solutions that drove measurable business outcomes
- Experience working within Sales Operations, Revenue Operations, Planning, Strategy, Finance, Customer Success, or related operational functions
- Experience operating in highly matrixed global organizations
Technical Expertise:
- Strong understanding of LLMs, agentic AI architectures, workflow automation, and enterprise AI platforms
- Experience with Copilot Studio, Snowflake AI, Databricks, APIs, integrations, and modern cloud architectures
- Familiarity with data engineering, governance, security, and compliance requirements
- Experience evaluating and scaling both internally developed and third-party AI solutions
- Proven experience leveraging AI technologies, including Claude, Copilot, and agentic workflows to improve productivity and business performance
Leadership & Communication:
- Exceptional executive communication and storytelling skills
- Strong program management and prioritization capabilities
- Ability to influence without authority across complex organizations
- Skilled at navigating ambiguity and driving alignment among senior stakeholders
- Proficiency in English required; additional languages (Spanish, French, German) highly valued
