Role: Lead
Required Skills: Artificial Intelligence | ITSM
Qualification: BACHELOR OF COMPUTER SCIENCE
Experience: 10 - 15 Years
Function: TECHNOLOGY
Apply By: 2027-01-04
Must Have Technical/Functional Skills
- 12-15 years of IT service delivery, transformation, automation, or managed services experience with senior leadership responsibility
- Transformation strategy, roadmap, portfolio prioritization, and Service Improvement Plan governance (scope, milestones, stage gates, outcome measures, dependencies, benefit realization)
- Automation, AI, self-service, self-heal, Power Platform, ServiceNow/Now Assist, and agentic AI use cases
- Strong knowledge of ServiceNow ITSM, Now Assist, Virtual Agent, Predictive Intelligence, Nexthink, Intune/MECM, Jamf, AVD/Horizon, Power Platform, and automation integration patterns
- Benefits realization, baselining, KPI/XLA measurement, value tracking, and executive reporting (contact reduction, autonomous resolution, CSAT, DEX, patching, packaging, knowledge coverage)
- Program governance, stage gates, CAB, risk, security, AI guardrails, and compliance; strong ITIL, CSI, incident, problem, change, release, and audit knowledge
- AI operating models, responsible-AI guardrails, approval controls, human-in-the-loop processes, and automation registries
- Cross-tower leadership across Service Desk, VDI, DEX, HAM, Mac, WIT, and Workforce Automation
- Coding is not mandatory; strong understanding of workflow automation, AI, Power Platform, ServiceNow, APIs, and analytics required
Roles & Responsibilities
- Own the Service Improvement, Transformation, Automation, and AI delivery roadmap across in-scope digital workplace towers
- Maintain a prioritized Continual Improvement Register with baseline, value hypothesis, owner, dependencies, target dates, expected benefits, and realized outcomes
- Chair weekly improvement working sessions and support the Monthly Improvement Board, Security and AI Council, stage-gate, and quarterly executive reviews
- Identify opportunities from ticket drivers, repeat contacts, reopened incidents, RCA records, Nexthink signals, CSAT comments, knowledge gaps, patch exceptions, and failed automations
- Assess and prioritize initiatives based on demand reduction, user impact, risk, compliance, feasibility, platform fit, and customer effort
- Translate improvement opportunities into approved designs, delivery plans, pilots, test evidence, CAB submissions, rollback plans, runbooks, and adoption activities
- Lead automation initiatives using ServiceNow/Now Assist, Virtual Agent, Nexthink Remote Actions, Power Platform, Entra ID, Intune/MECM, Jamf, AVD/Horizon, and approved AI platforms
- Drive self-service, self-heal, shift-left, agent assist, AI triage, intelligent routing, automation monitoring, endpoint remediation, and agentic orchestration use cases
- Establish measurement formulas, data sources, exclusions, quality guardrails, and signed-off baselines using ServiceNow and approved tower tools
- Track contact reduction, autonomous-resolution rate, fallback, self-service adoption, DEX, knowledge coverage, vulnerability-remediation speed, packaging turnaround, and validated benefits
- Validate benefits 60-90 days after go-live and ensure repeat contacts and CSAT remain within approved guardrails
- Coordinate tower leads, solution architects, automation engineers, AI CoE, platform engineering, security, IAM, application owners, vendors, and business stakeholders
- Manage transformation risks, dependencies, access, licenses, environments, approvals, resource requirements, and change-control decisions
- Ensure AI and automation solutions comply with security, privacy, auditability, least privilege, human approval, and responsible-use requirements
- Produce roadmap, scorecard, benefits, adoption, risk, dependency, automation registry, and executive-governance reporting
- Drive knowledge transfer, capability building, reusable assets, standards, playbooks, and transition of approved solutions into BAU support
- Act as the senior US-based transformation lead, aligning service-delivery outcomes with business priorities and measurable customer value
Generic Managerial Skills, If any
- Executive communication and stakeholder influence
- Strategic thinking and outcome-oriented program leadership
- Business-case development, prioritization, and benefits realization
- Cross-functional leadership, negotiation, and conflict resolution
- Structured governance, risk management, and decision-making
Salary Range: $130,000 - $150,000 a year
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenie nce & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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