Sr. Director, IT and AI Transformation

Job Title
(Sr) Director, IT and AI Transformation

Organizational Reporting
CISO

Purpose of the Job

This role leads the evolution of Business Technology from traditional IT operations into an automation-first, AI-enabled internal platform. The Sr. Director owns end-to-end employee technology experiences, spanning service desk, endpoint management, corporate infrastructure, and a new Enterprise AI function responsible for building and operating AI systems, workflows, and agents.

Success in this role means reducing manual work, accelerating employee productivity, and embedding AI into how the company operates day to day while maintaining strong reliability, security, and compliance.

Responsibilities & Accountabilities

1. Enterprise AI Platform & Automation

• Own the Enterprise AI strategy and delivery, including internal copilots, agents, and workflow automation

• Build and operate AI-powered internal tools (e.g., support automation, knowledge retrieval, workflow orchestration)

• Drive adoption of AI across functions (GTM, Engineering, G&A)

• Establish governance for AI usage, model risk, data access, and safe deployment along

• Partner with Security on AI risk management (data leakage, prompt injection, model misuse)

• Standardize tooling for prompt management, orchestration layers, and agent frameworks

• Define and track KPIs such as:

  • % of workflows automated

  • Ticket deflection via AI

  • Employee productivity gains

2. IT Operations & Employee Experience

• Own global IT service delivery, including:

  • Service Desk (L1–L3 support, self-service, automation-first)

  • Endpoint and asset lifecycle management (laptops)

  • Identity-adjacent user lifecycle workflows (joiner/mover/leaver in partnership with IAM/Security/People)

• Deliver a consumer-grade employee experience with measurable SLAs and NPS (Net Promoter Score)

3. Corporate Infrastructure & SaaS Enablement

• Own baseline corporate technology stack including:

  • Collaboration tools (Zoom, Slack), productivity suites (M365), idp (Okta), endpoint tools (MDM)

  • Corporate internet and Zoom rooms for 6sense offices

• Ensure systems are:

  • Highly reliable and scalable

  • Optimized for a remote-first workforce

• Partner cross-functionally to enable fast, secure SaaS adoption

4. Automation, AIOps, and Operational Excellence

• Drive an “automation-first” operating model across IT

• Implement AIOps capabilities to:

  • Reduce incidents

  • Predict failures

  • Automate remediation

• Eliminate repetitive manual work across IT and adjacent teams

• Establish clear operational metrics, including:

  • MTTR (Mean Time to Resolution)

  • Ticket deflection rate

  • Automation coverage

  • Cost per employee supported

5. Security & Compliance Partnership

• Partner closely with Security to ensure:

  • Compliance with SOC 2, ISO 27001, ISO 42001, and internal controls

  • Secure deployment of IT and AI systems

• Integrate security by design into IT and AI platforms

• Support audits and evidence collection through automation

6. Vendor & Financial Management

• Own strategic vendor relationships across IT and AI tooling

• Optimize cost, utilization, and contract value

• Rationalize overlapping tools and drive platform consolidation

Performance Measurement/KPIs

• % reduction in ma