Senior Manager - Service Automation

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

Job Summary:
The Senior Manager of Service Automation leads enterprise automation initiatives with a focus on RPA governance, ServiceNow orchestration, and scalable automation delivery. This role manages cross-functional automation teams and oversees the design, implementation, and optimization of solutions that improve operational efficiency, reduce manual effort, and enhance service delivery. The ideal candidate brings deep experience in RPA platforms, ServiceNow automation, and enterprise transformation strategies, with a proven ability to deliver measurable outcomes through technology-driven process improvement.

Key Responsibilities:

• Develop and execute a strategic roadmap for intelligent automation aligned with organizational goals.
• Evaluate automation opportunities to determine the most effective approach—whether through RPA, ServiceNow automation, scripting/batch jobs, AI-driven solutions, or platform-native capabilities
• Lead ServiceNow automation initiatives including orchestration, virtual agent deployment, and workflow optimization.
• Manage the full lifecycle of RPA implementations, ensuring alignment with business objectives and scalability.
• Oversee integration of automation solutions with enterprise platforms to ensure seamless data exchange and process continuity.
• Establish automation governance frameworks to ensure compliance with IT policies and regulatory requirements.
• Define and track KPIs to measure automation impact, including cost savings and process cycle time improvements.
• Lead and mentor a team of developers and engineers, fostering a collaborative and high-performance culture.
• Apply Agile best practices to manage automation teams, ensuring iterative delivery, transparency, and continuous improvement.
• Collaborate with stakeholders to identify automation opportunities, prioritize initiatives, and drive adoption.
• Stay current with emerging technologies and apply them to enhance automation capabilities.
• Lead change management efforts to ensure successful rollout and scaling of automation solutions.

Qualifications & Skills:

• Bachelor’s degree in information systems, Computer Science, Business, or a related field.
• 5+ years of experience in enterprise automation or digital transformation.
• 3+ years in a leadership role managing automation teams.
• Proven ability to assess automation opportunities and determine when RPA is appropriate versus alternative solutions.
• Hands-on experience with RPA platforms such as UiPath, Automation Anywhere, or Blue Prism.
• Experience with ServiceNow workflow automation and orchestration.
• Strong understanding of enterprise systems and integration methodologies (e.g., APIs, middleware, ETL).
• Familiarity with scripting languages such as Python, JavaScript, or PowerShell.
• Knowledge of automation governance, compliance, and risk management.
• Strong communication and stakeholder engagement skills.
• Experience with Agile methodologies and tools (e.g., Scrum, Kanban, Jira) to manage automation delivery.
• Experience with performance metrics, ROI analysis, and continuous improvement methodologies.

WORKING CONDITIONS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritized, schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

 

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to Recruitment@BAL.com.