Associate Director: AI-Driven ITSM & ServiceOps

Merck; New Jersey; On-site; USD 180,000 - 250,000; Full time

Job summary

Merck in the United States seeks an Associate Director to lead the transformation of ITSM through AI-powered operations, automation, and process modernization. You will align ServiceNow with Ansible, BigPanda, observability tools, and SDLC workflows to boost service reliability and employee experience.

This role partners with Infrastructure, Engineering, Security, Architecture, and Product teams to drive value realization, governance, KPIs, and autonomous workflows.

Qualifications

• Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, or related field.
• 12+ years of experience in ITSM, IT Operations, or ServiceNow leadership roles.
• ServiceNow certifications (CSA, CAD, CIS, and AI-related modules).
• Strong expertise in ServiceNow ITSM and process transformation.
• Experience with ITOM, Event Management, AIOps, workflow automation, and enterprise integrations.
• Proven ability to lead large-scale transformation initiatives and deliver measurable business outcomes.

Responsibilities

• Lead strategy, transformation, and continuous improvement of ITSM processes (Incident, Problem, Change, Request, Major Incident).
• Drive adoption of AI-powered solutions to automate service operations and workflows.
• Define and implement end-to-end workflows across ServiceNow, BigPanda, observability platforms, and SDLC tools (Jira, GitHub, Azure DevOps).
• Partner with Infrastructure, Engineering, Security, Architecture, and Product teams to improve resilience and service quality.
• Identify and deliver high-value AI, automation, and AIOps use cases to reduce manual effort and speed issue resolution.
• Establish governance, KPIs, and value realization of metrics for AI-enabled service operations.
• Lead cross-functional initiatives and influence stakeholders to adopt future-state operating models.

Skills

Automation

AI in ITSM

Leadership

Change Management

Cross-functional

Education

Bachelor's/Master's in IT/CS/Engineering

Tools

ServiceNow

Ansible

BigPanda

Jira

GitHub

Azure DevOps

Job description

Merck in the United States seeks an Associate Director to lead the transformation of ITSM through AI-powered operations, automation, and process modernization. You will align ServiceNow with Ansible, BigPanda, observability tools, and SDLC workflows to boost service reliability and employee experience.

This role partners with Infrastructure, Engineering, Security, Architecture, and Product teams to drive value realization, governance, KPIs, and autonomous workflows.