Global Service Manager AMS – AI Ops and CSI

About the role

As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally. As the Global Service Manager, AI Ops and CSI, you will be responsible for driving proactive, data-driven Application Management Services (AMS) operations through AI-powered service management, automation and continuous improvement initiatives.

What you'll do

• Lead AI Ops and Continual Service Improvement (CSI) across the global AMS portfolio to enable proactive, data-driven operations
• Own the AI Ops and CSI strategy, operating framework and governance cadence across in-scope applications and AMS providers; define priorities, decision rights
• Build and govern a prioritised AI Ops use-case pipeline covering anomaly detection, event correlation, alert-noise reduction, incident classification and routing
• Coordinate application owners, EAS, Infrastructure and AMS providers to establish actionable observability across application logs, metrics
• Drive proactive incident and problem management through AI-assisted triage, impact assessment, trend analysis and identification of recurring issues

What you need

• 10–18 yrs of experience
• ITIL
• Vendor management
• ServiceNow
• Root cause analysis
• Incident response
• Process improvement
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Data analysis
• Performance management