Service Manager

Who We Are
Join our global Centre of Excellence as a subject matter expert (SME) for Agentic AI Services, collaborating with teams worldwide to drive innovation and excellence. As part of this central function, you will help shape, implement, and scale cutting-edge Agentic AI solutions across the organization and our clients

The Service Manager is responsible for the day-to-day management, operational performance, and continuous improvement of the Agentic AI Factory service. This role ensures seamless delivery, high availability, and quality support across all AI Factory activities, while fostering strong client partnerships and maintaining alignment with governance, compliance, and value realization objectives.

The Service Manager champions operational excellence, collaborative teamwork, and the adoption of best practices to enable safe, responsible, and impactful use of agentic AI solutions at scale.

What You'll Be Doing

• Manages the end-to-end operational delivery of the Agentic AI Factory service, ensuring all client commitments, SLAs, and value outcomes are met or exceeded.
• Acts as the primary operational point of contact for clients and internal stakeholders, ensuring effective communication, incident resolution, and proactive service management.
• Monitors, reports on, and drives the performance of the Agentic AI Factory using defined metrics and KPIs (e.g., throughput, uptime, support response, adoption rates, incident trends).
• Oversees service onboarding, provisioning, and agent deployment processes, coordinating resources to enable concurrent projects and prioritized client workstreams.
• Implements and evolves service management processes (e.g., ITIL, SRE, DevOps) tailored to the unique needs of agentic AI environments, embedding continuous improvement and automation strategies.
• Ensures effective change, incident, and problem management across production and development environments, including root cause analysis and resolution of AI agent-related issues.
• Facilitates regular operational reviews with clients and internal teams, providing transparency on service health, performance, incidents, and improvement plans.
• Drives continual service improvement initiatives, collecting feedback, identifying opportunities, and collaborating with delivery teams to optimize operational efficiency, user experience, and business value.
• Supports compliance with governance, risk, and regulatory requirements, maintaining audit readiness for all aspects of service operations (including human-in-the-loop, security, and responsible AI practices).
• Coordinates with AI Factory leadership, delivery pods, change enablement, and client support teams to ensure smooth escalations, robust handovers, and integrated service delivery.
• Maintains detailed service documentation, runbooks, knowledge bases, and standard operating procedures for all AI Factory operational activities.
• Drives training and knowledge-sharing activities to upskill the operational support team and enable client self-service where appropriate.

What You'll Bring Along

• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or a related field.
• Minimum 5-10 years of experience in service management, IT operations, or technical support roles for complex, enterprise-grade digital or AI services.
• ITIL v4 Foundation or higher certification (required).
• Additional certifications in AI/ML operations, DevOps, SRE, or cloud service management are advantageous.
• Advanced knowledge of IT service management (ITSM), support operations, and incident/change/problem management frameworks (e.g., ITIL, SRE, DevOps).
• Strong understanding of AI/ML production environments and the unique needs, risks, and value drivers of agentic AI solutions.
• Excellent operational planning, analytical, and troubleshooting skills.
• Demonstrated ability to communicate complex technical issues to non-technical audiences and facilitate collaborative problem-solving.
• High client centricity, customer service orientation, and ability to build trusting relationships with business, technical, and executive stakeholders.
• Experience in identifying and implementing continuous service improvements and automation opportunities.
• Broad awareness of governance, risk, compliance, and responsible AI practices (e.g., human-in-the-loop, human oversight and escalations).
• Exceptional organizational skills, attention to detail, and ability to prioritize effectively in fast-paced environments.
• Adaptable, resilient, and comfortable working in ambiguity and driving operational certainty for new or evolving services.
• Demonstrates enthusiasm for AI innovation, best practices, and continuous learning.
• Demonstrated experience managing operational delivery for AI/ML, automation, or cloud-based solutions in large organizations.
• Experience implementing and optimizing ITSM best practices, including proactive incident and change management in production environments.
• Track record of leading continual service improvement initiatives and championing user-focused service culture.
• Familiarity with compliance, risk management, and governance in technology or AI deployments.
• Experience with operationalizing "human-in-the-loop" models, supporting human-AI collaboration, and enabling responsible AI oversight is highly desirable.
• Excellent command of both spoken and written English.