Lead-Workplace Services_6615_(AI Operations Manager)

Allianz; Thiruvananthapuram; In loco; INR 3.000.000 - 5.000.000; Tempo pieno

Descrizione del lavoro

Allianz Group in Kerala seeks an experienced IT service operations leader to drive AI-enabled incident management within Workplace Services. You will define AI strategy, oversee incident handling, and coordinate with dev, ops and external providers in an agile squad structure.

Ideal candidates have 7+ years in IT service ops, strong ServiceNow knowledge, and a pragmatic, results-driven mindset with stakeholder management skills. English proficiency required; German is a plus.

Competenze

• Degree in IT, business informatics, engineering or related field.
• 7+ years in IT service operations or service management.
• 3+ years leading AI, automation or digital transformation initiatives.
• Proven gains through AI or automation at scale.
• Strong knowledge of ServiceNow ITSM and its AI features (Now Assist, Predictive Intelligence, Virtual Agent).
• Understanding of AI concepts, risks and governance.
• Experience with AI governance in regulated environments (EU AI Act, GDPR, DORA).
• Strong stakeholder management and experience with external providers.
• Strategic thinker with delivery focus.
• ITIL 4 certification preferred.
• Excellent English; German is an advantage.

Mansioni

• Define and own AI strategy for incident management.
• Lead end-to-end incident management with AI-enabled automation.
• Collaborate with product owner and platform teams during incidents.
• Manage KPI reporting and data-driven insights.
• Coordinate cross-functional teams during major incidents.
• Engage with internal users and external providers.
• Govern AI governance and regulatory compliance.

Conoscenze

AI strategy

Incident management

Stakeholder mgmt

ITIL knowledge

Data-driven decisions

ServiceNow ITSM

Generative AI

AI governance

English proficiency

German advantage

Formazione

Degree in IT / related field

Strumenti

ServiceNow ITSM

Microsoft Copilot

Claude Enterprise

Descrizione del lavoro

“Infrastructure & Information Security” (IF&S) provides global shared services as well as customized regional services while further developing our cloud, network and security services platforms. The role lies with \"Workplace Services\", a department within IF&S that offers products and services for specific technical needs. This includes notebooks, Mobile devices, Thin Clients, virtual clients (AVC/VDI), desktop file service, Office 365 and service desk. Our goal is to provide a fully digitized and integrated workplace that enables new ways of working for the Allianz Group and ensures digital productivity gains worldwide. You work within Workplace Services in a completely agile environment, organized in so-called squads (product teams) and chapters (role/skills-based teams).

Your main responsibility is to act as the primary point of contact for service-related issues, escalations, and inquiries.

Key Responsibilities:

AI Strategy & Roadmap Ownership

• Define and own the strategy for embedding AI into incident management across Global Workplace Hardware Services
• Identify and prioritise high-value AI use cases (intelligent routing, predictive incident prevention, automated resolution, self-service deflection)
• Build business cases with clear targets and ROI justification
• Act as key partner to the Product Owner and senior stakeholders on AI investment decisions and operational efficiency

Incident Management & Service Operations

• Lead end-to-end incident management - detection, triage, resolution, and post-incident review - minimizing downtime and business impact
• Take overall responsibility for INC queue performance and steer it towards AI-supported, increasingly automated handling
• Handle high-priority incident and escalation management, root cause analysis (RCA), and proactive risk mitigation
• Manage request fulfilment, ticket assignment, and queue/break management across internal and external support teams
• Analyze and prioritize technical issues by business impact

Cross-Functional Collaboration & Stakeholder Management

• Coordinate cross-functional teams (dev, ops, support) during major incidents following ITIL best practices
• Collaborate with the Product Owner to align incident response with squad goals, prioritize features, and remove delivery blockers
• Steer implementation with platform teams, IT, and external providers - from pilot to scaled rollout
• Engage with internal users, technical teams, and 3rd-party providers
• Manage customer expectations and maintain high satisfaction levels

KPI Management, Reporting & Data-Driven Decision Making

• Set and own target KPIs: MTTR, SLA compliance, automation rate, ticket deflection, and cost per incident
• Develop and maintain ServiceNow reporting dashboards covering MTTR, incident trends, SLA compliance, and squad KPIs
• Report progress to management with data-driven insights
• Use AI-powered tools to analyze data and generate actionable operational insights

PART 3

Qualification & Experience

Qualification and Experience:

• Degree in IT, business informatics, engineering or a related field
• 7+ years in IT service operations or service management, including at least 3 years leading AI,

automation or digital transformation initiatives

• Proven track record of delivering measurable efficiency gains through AI or automation at scale
• Strong understanding of ServiceNow ITSM and its AI capabilities (Now Assist, Predictive Intelligence, Virtual Agent)
• Solid grasp of AI and generative AI concepts, their business potential and their risks
• Experience with AI governance and regulatory requirements in a regulated environment (EU AI Act, GDPR, DORA)
• Strong stakeholder management and experience steering external providers
• Strategic thinker with a pragmatic, results-oriented approach; able to turn vision into delivery
• ITIL 4 certification preferred
• Excellent English communication skills; German is an advantage

AI Competencies:

• Basic understanding of Generative AI concepts and enterprise AI use cases.
• Practical experience using AI tools (e.g., Microsoft Copilot, Claude Enterprise) to improve productivity and service management processes.
• Ability to create effective AI prompts and critically evaluate AI-generated outputs.
• Understanding of AI governance, security, privacy, and responsible AI principles.
• Ability to identify and drive AI-powered automation opportunities within IT service operations.
• Experience using AI insights to support service reporting, trend analysis, and decision-making.
• Knowledge of AI risks, limitations, and the importance of human validation of AI-generated content.
• Ability to leverage AI for knowledge management, incident resolution, and problem management activities.
• Strong learning mindset with the ability to stay current on emerging AI technologies and best practices.
• Capability to promote AI adoption and coach teams on effective and responsible use of AI tools.