Director, Services Business Solution Delivery

Description and Requirements Role Summary This leadership role is responsible for defining and executing the technology vision, strategy, and roadmap for SSG. The position drives digital and AI transformation initiatives across service operations, customer experiences, and enterprise service platforms while enabling scalable, secure, and data-driven technology solutions that support business growth and operational excellence. Key Responsibilities Define and execute the technology strategy, roadmap, and investment priorities for SSG, ensuring alignment with business objectives and long-term growth plans. Lead digital and AI transformation initiatives across service operations, customer engagement, and enterprise service platforms to enhance customer satisfaction and operational efficiency. Oversee the development, delivery, and continuous improvement of service technology solutions, including Warranty Services, Managed Services, Digital Experience platforms, Voice/IVA solutions, and ServiceNow. Establish and govern enterprise technology standards, solution architecture frameworks, and development practices to ensure scalability, security, reliability, and compliance. Partner closely with senior business leaders and stakeholders to translate strategic priorities into technology capabilities and measurable business outcomes. Drive platform modernization, process simplification, automation, and the adoption of data-driven decision making across the organization. Build and leverage emerging technologies, AI capabilities, and analytics frameworks to improve service experiences and business performance. Lead, develop, and inspire a global, cross-functional technology organization, fostering a culture of innovation, collaboration, accountability, and execution excellence. Skills & Experience Must-Have Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline; Master's degree preferred. 15+ years of experience in information technology, digital transformation, enterprise platforms, or related technology functions. 8+ years of experience in senior leadership positions managing global technology teams and large-scale transformation programs. Strong expertise in enterprise platforms, service management, solution architecture, and cloud-enabled technology environments. Demonstrated experience delivering AI-driven digital solutions and technology modernization initiatives. Proven ability to partner with executive business stakeholders and align technology strategy with organizational priorities. Experience leading complex, cross-functional programs and managing diverse stakeholder groups in a global environment. Good-to-Have Experience with customer service technologies, automation platforms, and conversational AI solutions. Knowledge of ServiceNow and enterprise service management ecosystems. Strong understanding of data, analytics, and business intelligence capabilities. Experience driving organizational change and technology adoption at scale. Key Competencies Strategic Thinking Technology Leadership Digital & AI Transformation Enterprise Architecture & Governance Stakeholder Management Operational Excellence Innovation & Change Leadership Executive Communication