Engagement Lead, Global AI-Driven ITSM Transformation

AI Technology Partners (AITP) is a leader in delivering cutting-edge generative AI solutions and managed services, specializing in secure, customizable AI deployments for enterprises. Our offerings are designed to help organizations unlock the full value of AI while maintaining robust security and compliance across their infrastructures.

About the role

We’re looking for a senior engagement leader to drive one of the most forward-leaning AI transformations in the global managed-services industry. In this role, you will own the client relationship and lead a multi-phase program that embeds advanced generative AI into core ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management. 

You’ll guide a cross-functional engineering, data, and operations team to deliver AI capabilities that improve speed, accuracy, stability, and overall service quality—reshaping how thousands of engineers operate across continents. This is a hands-on leadership role for someone who combines strong client presence, enterprise delivery expertise, deep understanding of the ITIL/ITSM domain, and a passion for applying AI to real operational challenges. 

What you'll do

• Lead the full lifecycle of a global AI transformation engagement 
• Serve as the primary client partner, advisor, and escalation point 
• Guide AI-enabled workflow redesign and integration into ServiceNow 
• Coordinate global delivery teams across engineering, operations, and data 
• Own financials, forecasting, risk mitigation, and value realization 
• Drive organizational change and adoption of AI-assisted operations 

What you bring

• 10–15+ years leading large-scale enterprise programs 

• Deep ITIL/ITSM expertise spanning Incident, Problem, Change, Request, Knowledge 

• Experience with AI/LLM solutions, automation, or data-driven operations 

• Strong familiarity with ServiceNow in complex enterprise environments 

• Excellent executive communication and stakeholder leadership 

• Experience leading distributed global teams 

Qualifications

• 10–15+ years leading complex, global enterprise programs with significant ITSM or operational impact. 

• Deep hands-on knowledge of ITIL v3/v4 and real-world operational ownership of Incident, Problem, Change, Request, and Knowledge processes. 

• Experience with LLM operations, vector databases, AI gateways, or AI-enabled observability workflows. 

• Strong experience integrating capabilities into ServiceNow within a large managed-services or enterprise operations environment. 

• Proven track record delivering AI, automation, or data-driven transformation programs that materially improved operational outcomes. 

• Demonstrated ability to lead large distributed teams, including offshore/nearshore delivery partners. 

• Exceptional executive-level communication, stakeholder navigation, and dependency management. 

• Experience with cloud-native platforms (Azure, AWS, GCP) or Kubernetes ecosystems. 

• Background in high-scale managed-services environments or highly regulated industries. 

• Exposure to OpenShift enterprise deployment models (helpful but not required). 

Location
Remote, US-based candidates preferred. The role may involve working across multiple time zones.

Compensation

Competitive full-time salary commensurate with experience.

• Opportunities to grow your career on innovative client projects.
• A culture of inclusion where your voice matters.
• A commitment to learning, knowledge-sharing, and skill development.
• Flexible, remote-first work environment.

How to Apply

Interested candidates are encouraged to submit their resumes and a brief cover letter outlining relevant experience and why they are a good fit for this role.

Equal Opportunity Statement

AI Technology Partners is committed to equal employment opportunity in all practices and reaffirms that there shall be no unlawful discrimination against any employee or applicant for employment on the grounds of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.