Director, Service Solution & AI Integration

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The Director of Service Solution & Integration leads the design, development, and integration of end-to-end service solutions that address complex customer business and operational needs. This role partners with Product, Engineering, Sales, Delivery, and customer stakeholders to transform requirements into scalable, repeatable, and commercially viable solutions.

The Director will drive solution strategy across ServiceNow, AI, automation, enterprise applications, cloud, data, infrastructure, and partner technologies, creating integrated offerings that improve customer outcomes and generate new market opportunities. This role also leads the development of AI-enabled solutions leveraging ServiceNow AI capabilities, generative AI, agentic AI, and intelligent automation technologies

Key Responsibilities

Solution Strategy & Architecture

- Lead the design and development of complex, end-to-end service solutions.
- Translate customer business goals and technical requirements into scalable architectures and service models.
- Define solution scope, architecture, integrations, dependencies, risks, and implementation approaches.
- Ensure solution alignment from discovery through delivery handoff.

Product & Service Development

- Identify common customer requirements and convert them into reusable capabilities, accelerators, and market-ready offerings.
- Influence product and platform roadmaps based on customer and market needs.
- Balance customer-specific solutions with long-term scalability and reusability.

ServiceNow & AI Solutions

- Provide leadership for ServiceNow-based solutions across ITSM, Asset Management, CMDB, Enterprise Workflows, and related domains.
- Design solutions that integrate ServiceNow with enterprise applications, infrastructure, cloud, data, AI, and third-party technologies.
- Lead AI-enabled solution development using ServiceNow AI, generative AI, agentic AI, analytics, and automation platforms.
- Ensure solutions meet governance, security, privacy, and business outcome requirements.

Customer Consulting & Pre-Sales

- Lead customer discovery sessions, workshops, solution reviews, and executive engagements.
- Serve as a trusted advisor on service transformation, workflow modernization, automation, and AI adoption.
- Support strategic opportunities, proposals, presentations, RFPs, and solution development activities.
- Ensure proposed solutions are technically sound, commercially viable, and operationally executable.

Leadership & Stakeholder Management

- Drive collaboration across Product, Engineering, Sales, Delivery, and partner teams.
- Establish governance, accountability, and decision-making for complex solution initiatives.
- Mentor solution architects and technical specialists.
- Build strong relationships with customers, partners, and internal stakeholders.

Required Qualifications

- Bachelor’s degree in computer science, Engineering, Information Technology, Business Technology, or equivalent experience.
- 8+ years of experience in enterprise solution architecture, systems integration, technology consulting, or service solution development.
- Demonstrated success designing complex customer solutions and translating business requirements into technical architectures.
- Strong knowledge of enterprise service management and ServiceNow or comparable workflow platforms.

Preferred Qualifications

- Advanced degree in a related discipline.
- Deep expertise across the ServiceNow platform, including ITSM, ITAM, HAM, SAM, CMDB, and Enterprise Workflows.
- Experience with ServiceNow AI, generative AI, agentic AI, automation, analytics, and knowledge management solutions.
- Track record of transforming customer-specific solutions into scalable offerings and influencing product strategy.
- Experience supporting go-to-market initiatives and complex enterprise integration programs.
- Relevant certifications in ServiceNow, enterprise architecture, cloud platforms, AI, or IT service management.
- Experience integrating applications, platforms, cloud, data, AI, and service technologies.
- Excellent stakeholder management, communication, presentation, and consulting skills.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.