Associate Director, Software Engineering

Role: Associate Director leading ServiceNow ITSM transformation with a focus on AI-driven operations, automation, and process modernization within a biopharma context. Responsibilities: strategize and execute ITSM process improvements (Incident, Problem, Change), adopt AI and AIOps solutions to automate workflows, and integrate ServiceNow with observability and SDLC tools such as Jira, GitHub, and Azure DevOps. Collaborate with Infrastructure, Engineering, Security, and Product teams to enhance operational resilience and service quality, establishing governance and KPIs to measure value. Qualifications: Bachelor's or Master's in IT, Computer Science, or related field; 12+ years in ITSM, IT Operations, or ServiceNow leadership; certifications (CSA, CAD, CIS, AI modules); expertise in ServiceNow ITSM, ITOM, AIOps, and enterprise integrations. Preferred: experience with ServiceNow ITOM, CMDB, AI Control Tower, and integrating with BigPanda or similar platforms; knowledge of Agentic AI, Generative AI, and regulated industries like pharma or healthcare. Success metrics include increased automation, reduced incident volume and MTTR, improved service reliability, and deployment of autonomous workflows. Work setup: hybrid, based in US or Puerto Rico, with flexible arrangements.