Lead-Workplace Services_6615_(AI Operations Manager)
Allianz SE (company site, opens in a new tab)7+ yrsPuneOn-siteDirect career pageEst. 18–30 LPA
Posted 21h ago
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Job description
Structured overview of role & requirements
About This Role
- Own and define AI strategy roadmap to embed AI in incident management for Global Workplace Hardware Services, prioritizing high-value use cases and building ROI-focused business cases.
- Lead end-to-end incident management operations, including incident detection, triage, resolution, escalation management, and performance steering using AI-supported automation to minimize downtime and business impact.
- Coordinate cross-functional teams and stakeholders to implement AI-powered solutions, manage service KPIs, and report data-driven insights using ServiceNow and AI tools for continuous operational efficiency improvements.
Minimum Requirements
- Bachelor's degree in IT, business informatics, engineering, or related field required.
- Minimum 7 years of experience in IT service operations or service management, including at least 3 years leading AI, automation, or digital transformation initiatives.
- Strong knowledge of ServiceNow ITSM with AI capabilities (Now Assist, Predictive Intelligence, Virtual Agent).
- Experience with AI governance and regulatory compliance in regulated environments (e.g., EU AI Act, GDPR, DORA). ITIL 4 certification preferred.
Ideal Candidate Profile
- Experienced leader capable of driving AI integration and automation at scale within IT service operations to deliver measurable efficiency gains.
- Strategic thinker skilled in stakeholder management, cross-functional collaboration, and translating AI investments into operational value.
- Strong technical and analytical orientation with proficiency in incident management tools, AI concepts, and agile work environments, able to lead complex incident and escalation scenarios in global setups.