Director, Service Management Transformation, Communications & AI

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 deflect tier-1 tickets and optimize Mean Time to Resolution (MTTR).

•           ITIL & Process Governance: Own the ITIL process agenda across all ITSM/ITOM modules. Ensure platform configurations, CMDB health, and change management processes align with industry-standard best practices while remaining compatible with AI logic.

•           Communications & Customer Experience: Establish standards for customer, executive, and operational communications. Govern major incident communications, outage notifications, escalation frameworks, and customer experience metrics.

•           Intelligent Triage & Analytics: Leverage predictive analytics and AI-driven triage to anticipate system outages, profile risks in change management, and automate cross-departmental tasks such as automated employee onboarding.

•           Metrics, Governance & Continuous Improvement: Define KPI frameworks, executive dashboards, operational scorecards, reporting standards, and data-driven improvement initiatives.

•           Organizational Change & Leadership: Build and develop a high-performing team of analysts, process owners, and transformation specialists. Lead training, adoption, and enablement strategies, manage priorities and resource planning, and make investment recommendations so technical innovations are embraced by end-users and support agents globally.

Required Qualifications:

•           Experience: 4+ years in ITSM, Service Delivery, Customer Operations, or Enterprise Operations, plus 4+ years leading governance, transformation, or operational excellence initiatives.

•           ServiceNow Mastery: ServiceNow experience required, with hands-on understanding of core ITSM, ITOM, and CMDB modules.

•           AI Competency: Proven experience with AI implementations in an enterprise environment (e.g., GenAI, Virtual Agents, Machine Learning).

•           Leadership: Strong track record of translating complex business requirements into actionable technical solutions and leading cross-functional teams.

Preferred Qualifications:

•           Certifications: ITIL 4 Foundation (or higher) and ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) strongly preferred.

•           Methodologies: SDLC experience; Lean Six Sigma and Agile preferred, but not required.

•           Environment: SaaS or Cloud Operations experience and AI-enabled workflow experience.

First Year Priorities:

•           Complete an enterprise assessment of service management maturity and tooling.

•           Establish governance and reporting frameworks.

•           Improve Incident, Problem, and Change maturity.

•           Increase ServiceNow adoption and reduce fragmentation.

•           Deliver measurable automation and AI improvements.

Why Join Us?

We are heavily investing in digital transformation and AI integration to reshape how technology serves our workforce. In this role, you will influence enterprise operating models, drive ServiceNow transformation, lead AI-enabled innovation, define AI-led offerings, improve customer experience, and partner with senior leadership to directly shape the future of IT management and company productivity.

About Sapiens

Sapiens is a global leader in intelligent insurance software solutions. With Sapiens’ robust platform, customer-driven partnerships, and rich ecosystem, insurers are empowered to future-proof their organizations with operational excellence in a rapidly changing marketplace. We help insurers harness the power of AI and advanced automation to support core solutions for property and casualty, workers’ compensation, and life insurance, including reinsurance, financial & compliance, data & analytics, digital, and decision management. Sapiens boasts a longtime global presence, serving over 600 customers in more than 30 countries with its innovative SaaS offerings. Recognized by industry experts and selected for the Microsoft Top 100 Partner program, Sapiens is committed to partnering with our customers for their entire transformation journey and is continuously innovating to ensure their success. For more information visit us at www.sapiens.com.

Sapiens is an equal-opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.