Job Role of Automation and Transformation Team Leader:
Job Description
Director, Automation & Transformation – Managed Services
Role Summary
The Director of Automation & Transformation leads the strategic modernization of Managed Services operations supporting ERP customers. This role is responsible for building and scaling automation capabilities, standardizing global processes, reducing operational costs, and driving digital transformation across service delivery. The Director partners closely with Service Delivery Leadership, Engineering, Product, and Customer Success to ensure Managed Services evolves into a proactive, data‑driven, AI‑augmented organization.
This leader will define and execute the automation roadmap, champion tooling standardization, deliver measurable efficiency improvements, and shape the future operating model for ERP Managed Services.
Key Responsibilities
Automation Strategy & Delivery
- Develop and own the global automation and transformation strategy for ERP Managed Services.
- Drive AI/ML‑based automation initiatives to digitize workflows, enable predictive operations, and increase service reliability.
- Oversee design and implementation of automation for:
- Monitoring, alerting, and compliance
- Incident prediction and auto‑remediation
- Workflow and process automation
- Dashboarding and operational reporting
- RPA, script‑based, and API‑driven automation
- Build reusable automation frameworks that scale across ERP product lines and support tiers.
Tooling & Platform Standardization
- Lead consolidation and standardization of Managed Services tooling (e.g., ServiceNow, Certinia, monitoring platforms, CI/CD, capacity planning).
- Ensure consistent adoption of global system processes and governance models across all delivery centers.
- Partner with cross‑functional leaders to align automation and tooling strategies with enterprise architecture and engineering roadmaps.
- Streamline fragmented systems to reduce technical debt and improve operational visibility.
Transformation Leadership
- Champion digital transformation and modern service delivery practices.
- Lead innovation in areas like ChatOps, self‑healing automation, predictive operations, and intelligent routing.
- Establish quality assurance frameworks, feedback loops, and continuous improvement practices across tooling and automation.
Cross‑Functional Collaboration
- Partner with Service Delivery, Customer Success, Product, Engineering, and Support Operations to identify high‑value automation opportunities.
- Facilitate ideation workshops with business groups and stakeholders.
- Ensure timely communication of rollout plans, impacts, and value realization to all stakeholders.
Operational Excellence
- Drive cost optimization through automation, reduction in manual effort, workload removal, and tooling consolidation.
- Introduce data‑driven processes to enhance decision‑making and reduce operational variability.
- Improve onboarding efficiency, service consistency, and delivery quality across global teams.
Key Performance Indicators (KPIs)
- Operational cost savings driven by automation and tooling consolidation.
- Efficiency gains: reduction in manual hours, MTTR improvements, SLA compliance uplift.
- Ideas implemented from innovation pipeline.
- Automation coverage metrics: % of incidents auto‑remediated, % workflows automated.
- Platform standardization maturity across global delivery teams.
- Adoption rates of new tools, processes, and automation capabilities.
Skills & Experience Requirements
Technical Expertise
- Strong knowledge of enterprise support operations and ERP Managed Services environments.
- Hands‑on experience with:
- ServiceNow (mandatory)
- RPA platforms (UiPath, Blue Prism, Power Automate)
- Monitoring & observability tools (Splunk, Datadog, Dynatrace, ELK, Sumo Logic)
- CI/CD & DevOps tools (GitHub, Jenkins, Ansible, Chef)
- Scripting languages (Python, JavaScript, Shell)
- Cloud technologies (AWS, Azure) and automation frameworks
- Experience with ChatOps, API integrations, data pipelines, and autonomous operations.
Leadership & Strategic Skills
- Proven track record leading large‑scale transformation in global service delivery or managed services environments.
- Executive‑level communication and stakeholder management.
- Ability to influence without authority across global and cross‑functional teams.
- Strong analytical mindset with experience using data and AI/ML to drive decision‑making.
- Experience managing complex tooling ecosystems and enterprise‑scale automation portfolios.
Preferred Qualifications
- 10–15+ years in Managed Services, Service Operations, Automation Engineering, or related fields.
- 5+ years leading transformation or automation teams.
- Experience in ERP environments (e.g., Infor, SAP, Oracle, or Microsoft Dynamics).
- Certification in ITIL, ServiceNow, DevOps, or Cloud Platforms (preferred, not required).
Success Profile
The ideal candidate is a strategic thinker and hands‑on innovator who combines technical depth with operational excellence. They bring a continuous improvement mindset and thrive at transforming complex, global environments into streamlined, intelligent, automated service delivery organizations.
