Demonstrated track record of applying artificial intelligence, machine learning, and intelligent automation (e.g., AIOps, RPA, generative AI tooling) to drive measurable operational value - such as reduced mean time to resolution, proactive anomaly detection, self-healing workflows, or service desk deflection - within large-scale IT managed services environments. Maintain responsibility for meeting all contractual Service Level Agreements (SLAs) across all seven towers, from Priority 1 outage response (within 5-15 minutes of detection) to patch identification windows, CMDB accuracy, and customer satisfaction targets.