Director, Service Management Transformation, Communications & AI

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Senior

Location Bangladore, India

Working Model Fulltime, Hybrid

Req ID 12345

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Director, Service Management Transformation, Communications & AI

Req ID

56587

Location

North Carolina, Raleigh, US

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Job Title

Director, Service Management Transformation, Communications & AI

Location

USA (Remote)

Sapiens is seeking a transformational, forward-thinking leader to build and scale Enterprise Service Management capabilities and to drive the modernization, governance, and AI-enabled transformation of our global IT service delivery. This role leads Service Management transformation, ServiceNow standardization, operational communications, AI-enabled workflows, and governance. You will act as the bridge between rigorous ITIL frameworks, scalable ServiceNow development, and frontier AI (Generative and Agentic AI).

Your mission will be to lead the transformation of Enterprise Service Management through ServiceNow, ITIL best practices, operational communications, and AI-enabled workflows to improve customer experience, operational excellence, and business outcomes.

Key Responsibilities

• Service Management Transformation: Lead Incident, Problem, Change, Knowledge, Request, Escalation, and Customer Service Management transformation initiatives. Establish governance frameworks, standards, policies, process architecture, and continual service improvement programs.
• Platform & AI Leadership: Partner with platform owners to standardize ServiceNow workflows and establish ServiceNow as the operational system of record. Design, deliver, and govern intelligent automation workflows, and champion adoption of AI Agents, Now Assist, Predictive Intelligence, Virtual Agent, Process Mining, and autonomous AI agents to defle...