Sr. Director, IT and AI Transformation
Lead enterprise AI strategy, internal copilots, and automation while owning global IT operations, infrastructure, and employee experience for a remote-first SaaS company. Drive AI adoption, AIOps, compliance, and vendor management with 10+ years IT experience and 5+ years leading global teams.
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
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