Sr. Director, IT and AI Transformation

Enterprise AI Platform & Automation

• Own the Enterprise AI strategy and delivery, including internal copilots, agents, and workflow automation
• Build and operate AI-powered internal tools (e.g., support automation, knowledge retrieval, workflow orchestration)
• Drive adoption of AI across functions (GTM, Engineering, G&A)
• Establish governance for AI usage, model risk, data access, and safe deployment
• Partner with Security on AI risk management (data leakage, prompt injection, model misuse)
• Standardize tooling for prompt management, orchestration layers, and agent frameworks
• Define and track KPIs such as % of workflows automated, ticket deflection via AI, and employee productivity gains

IT Operations & Employee Experience

• Own global IT service delivery, including Service Desk (L1–L3 support, self-service, automation-first)
• Manage endpoint and asset lifecycle (laptops)
• Handle identity-adjacent user lifecycle workflows (joiner/mover/leaver in partnership with IAM/Security/People)
• Deliver a consumer-grade employee experience with measurable SLAs and NPS

Corporate Infrastructure & SaaS Enablement

• Own baseline corporate technology stack including collaboration tools (Zoom, Slack), productivity suites (M365), IdP (Okta), endpoint tools (MDM)
• Manage corporate internet and Zoom rooms for offices
• Ensure systems are highly reliable, scalable, and optimized for a remote-first workforce
• Partner cross-functionally to enable fast, secure SaaS adoption

Automation, AIOps, and Operational Excellence

• Drive an “automation-first” operating model across IT
• Implement AIOps capabilities to reduce incidents, predict failures, automate remediation, and eliminate repetitive manual work
• Establish operational metrics including MTTR, ticket deflection rate, automation coverage, and cost per employee supported

Security & Compliance Partnership

• Partner with Security to ensure compliance with SOC 2, ISO 27001, ISO 42001, and internal controls
• Ensure secure deployment of IT and AI systems
• Integrate security by design into IT and AI platforms
• Support audits and evidence collection through automation

Vendor & Financial Management

• Own strategic vendor relationships across IT and AI tooling
• Optimize cost, utilization, and contract value
• Rationalize overlapping tools and drive platform consolidation

KPIs

• % reduction in manual IT work through automation
• AI adoption across internal workflows and teams
• Employee experience (NPS, ticket resolution time, self-service rates)
• Reliability and performance of IT systems
• Audit and compliance outcomes
• Cost efficiency per employee

Experience Requirements

• 10+ years in IT, with 5+ years leading global, high-performing teams
• Experience operating in a cloud-native SaaS environment
• Proven track record of driving automation and operational transformation
• Deep understanding of IT Service Management (ITSM / ITIL), endpoint and asset management, SaaS and corporate infrastructure environments
• Strong partnership with Security on compliance and audit programs

Preferred Experience

• Experience building or leading Enterprise AI or internal AI platforms
• Familiarity with LLMs, AI agents and orchestration frameworks, retrieval-based systems and prompt engineering
• Experience implementing AIOps or intelligent automation platforms

Competencies

• Automation mindset: defaults to eliminating work, not scaling it
• Strong operator with ability to balance speed, scale, and control
• Clear communicator across technical and non-technical audiences
• High ownership and bias for action in ambiguous environments
• Builds high-performing, adaptable teams across IT and AI disciplines
• Experience with business transformation