Director, AI for Operations at ServiceNow in San Diego, CA

Job description

About the Role: We are seeking a highly strategic and technically fluent AI for Operations Director to lead our AI for Operations portfolio within the AI Acceleration organization.  This leader will be responsible for defining and executing the AI strategy supporting Global Operations & Planning (GO&P), Revenue Operations, Sales Operations, Planning, Strategy, Incentive Compensation, Workforce Planning, and Business Operations teams. The role combines people leadership, AI solution delivery, stakeholder management, and technical oversight to accelerate the adoption of AI across operational workflows.  You will lead a team of AI Engineers while partnering closely with Data Engineers, Program Managers, Digital Technology, Business Operations leaders, and executive stakeholders to identify opportunities, prioritize investments, and build scalable AI-powered solutions that improve how we operate globally.  The ideal candidate understands both business operations and modern AI technologies. They can translate complex operational challenges into scalable AI solutions while building high-performing engineering teams capable of delivering measurable business outcomes.  Your work will directly impact productivity, decision quality, planning accuracy, operational efficiency, and employee experience across some of ServiceNow's most critical business functions. By aligning AI capabilities with business priorities, you will help accelerate ServiceNow’s journey toward becoming a $30B+ business.  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 GO&P, Revenue Operations, Sales Operations, Planning, Strategy, Workforce Planning, and Business Operations leaders to identify high-impact AI opportunities.   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 closely 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. Ie: 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 our AI ecosystem and delivery capabilities.   Communicate progress, risks, investment recommendations, and business impact to senior leadership and executive stakeholders.  A Day in the Life: Your day might begin with a portfolio review of active AI initiatives, assessing delivery status, resource allocation, and business impact across multiple Operations functions.  Mid-morning, you facilitate a prioritization session with Revenue Operations and Planning leaders to evaluate new AI opportunities and align on the highest-value investments for the upcoming quarter. Later, you review solution architecture proposals from AI Engineers, providing guidance on scalability, governance, and integration with enterprise platforms.  In the afternoon, you meet with executive stakeholders to present portfolio performance, adoption metrics, business outcomes, and strategic recommendations for future investments.  Y