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5 days ago
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ai itil servicenow itsm aiops

📋 Description

  • Own the AI Services practice vision, strategy, and P&L for the MSP.
  • Develop repeatable AI-enabled ITSM offerings across ITIL processes.
  • Define pricing, packaging, and GTM for AI-enabled ITSM services.
  • Build internal IP on ServiceNow to shorten time-to-value.
  • Lead executive client engagements; present ROI models and roadmaps.
  • Oversee ServiceNow AI delivery (Now Assist, Virtual Agent) and integrations.

🎯 Requirements

  • Bachelor’s degree required.
  • 10+ years IT services; 5+ in senior leadership; P&L accountability.
  • Proven track record building/scaling ITSM or AI-focused practice.
  • Hands-on ServiceNow ITSM Pro/ITOM/Virtual Agent/Now Assist at architect/delivery lead.
  • Deep ITIL v4 knowledge; MP/SL certification preferred; C-suite engagement.
  • Experience applying AI, automation, or ML in ITSM/IT Ops; ROI storytelling.
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