Senior Manager, Operational Excellence & AI Operations
PayPal (company site, opens in a new tab)8+ yrsBengaluruOn-siteDirect career pageEst. 35–55 LPA
Posted 5h ago
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Job description
Structured overview of role & requirements
About This Role
- Own operational excellence standards and central performance monitoring for Enterprise Systems & Employee Technology, including AI agents and value stream operational metrics.
- Manage operational scorecards measuring availability, MTTR, change success, and CMDB data quality, drive remediation and escalation processes.
- Lead AI Ops initiatives, ServiceNow adoption, vendor performance management, and audit compliance to ensure reliability, productivity, and cost reduction across multiple services and platforms.
Minimum Requirements
- 8+ years in enterprise IT operations, service management, or reliability with a Bachelor's degree or equivalent experience.
- Proven experience leading operational governance and building operational scorecards across multiple organizations or vendors.
- Strong knowledge and experience in enterprise ITSM including ServiceNow platform adoption and data quality.
- Experience governing AI agents or automation in production and managing multi-vendor service performance against SLAs.
Ideal Candidate Profile
- Experienced leader capable of influencing multiple teams and vendors without direct authority through operational standards and accountability.
- Skilled in driving automation (AIOps), incident and problem management, and productivity tooling adoption with measurable impact on operational outcomes.
- Familiar with audit and control frameworks and operating at enterprise scale in complex, multi-platform environments ideally within regulated sectors.