Service Manager – Automation Services (UiPath, KNIME & AI)

Sourcebae; Bengaluru; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Sourcebae seeks an experienced Service Manager - Automation Services to own the Automation Services portfolio including UiPath, KNIME, AI, and Agentic AI. The role emphasizes ITSM, governance, SLA/KPI management, and compliance across enterprise platforms.

This is a governance and operations role rather than hands-on development. You will manage onboarding, incident, change, and vendor governance while driving continuous improvement and enterprise automation maturity.

Qualifications

• 7+ years in Service Management, IT Operations, Automation Services, or Digital Platforms.
• Strong ITSM/ITIL knowledge.
• Hands-on experience with ServiceNow.
• Experience with KNIME/Analytics/Automation platforms.
• Understanding of AI/GenAI/Agentic AI.
• Experience in Service Governance and Platform Governance.
• Change Management, Release Management, Service Request Management.
• Experience defining and managing SLAs, KPIs, operational processes, and service governance.
• Knowledge of CMDB and Service Catalogue.
• Experience with L1/L2/L3 support models and service onboarding.
• Strong vendor and stakeholder management.
• Knowledge of compliance, audit, cybersecurity, risk management, and data privacy.
• Experience with RCA, continuous improvement, and operational excellence.
• ITIL Foundation or higher certification preferred.

Responsibilities

• Own end-to-end Automation Services portfolio including UiPath, KNIME, AI, and related automation technologies.
• Define and maintain service governance, operational standards, policies, and procedures.
• Establish and improve service management processes and support models.
• Ensure compliance with organizational, security, and regulatory requirements.
• Drive capacity planning, lifecycle management, upgrades, decommissioning, and technology adoption.
• Maintain the service catalogue, onboarding standards, support models, and retirement plans.
• Monitor SLA adherence, service performance, incident trends, and operational KPIs.
• Drive problem management, RCA reviews, and continuous service improvement.
• Coordinate incident, change, release, and maintenance activities.
• Develop and maintain service dashboards, KPI reports, SLA metrics, platform utilization reports, and governance scorecards.
• Track automation portfolio performance and operational maturity.
• Conduct governance meetings and customer discussions.
• Ensure stakeholder satisfaction and alignment with service expectations.
• Manage vendor performance, service consumption, capacity utilization, and service quality.
• Lead governance and performance reviews with suppliers and delivery partners.
• Provide inputs for contract and vendor governance reviews.
• Communicate business value of automation including cost savings and productivity improvements.
• Drive service maturity, automation adoption, and operational excellence.
• Support adoption of Cloud Automation, GenAI, and Agentic AI capabilities.
• Identify opportunities to improve service efficiency and customer experience.
• Promote knowledge sharing, innovation, and continuous improvement.

Skills

Service Management

IT Operations

Automation Services

ITSM/ITIL

ServiceNow

KNIME/Analytics

AI/GenAI

Service Governance

Platform Governance

Change Management

Release Management

SLA/KPI Management

CMDB

L1/L2/L3 Support

Vendor Management

Compliance/Audit/Risk

RCA/Continuous Improvement

ITIL Foundation

Tools

ServiceNow

KNIME

UiPath

Job description

Location: Bangalore - Electronic City

Work Mode: Work from Office

Experience: 7+ Years

Role Type: Technical Service Management / IT Operations

Role Overview

We are looking for an experienced Service Manager - Automation Services to own and manage enterprise automation and AI platforms including UiPath, KNIME, Intelligent Automation, Analytics, GenAI, and Agentic AI.

The ideal candidate should have strong experience in IT Service Management, ServiceNow, platform governance, automation operations, SLA/KPI management, compliance, vendor management, and stakeholder management.

This is primarily a Technical Service Management and Platform Governance role, not a hands-on UiPath/KNIME development position.

Mandatory Skills

• 7+ years of experience in Service Management, IT Operations, Automation Services, or Digital Platforms
• Strong ITSM / ITIL knowledge
• Hands-on experience with ServiceNow
• Experience with KNIME / Analytics / Automation platforms
• Understanding of AI / GenAI / Agentic AI
• Experience in Service Governance and Platform Governance
• Strong knowledge of:
• Change Management
• Release Management
• Service Request Management
• Experience defining and managing SLAs, KPIs, operational processes, and service governance
• Knowledge of CMDB and Service Catalogue
• Experience with L1/L2/L3 support models and service onboarding
• Strong vendor and stakeholder management
• Knowledge of compliance, audit, cybersecurity, risk management, and data privacy
• Experience with RCA, continuous improvement, and operational excellence
• ITIL Foundation or higher certification preferred

Technical / Platform Skills

ITSM & Service Management

• ServiceNow
• ITIL
• CMDB
• SLA / KPI Management
• Incident / Change / Problem / Release Management
• Service Onboarding

Automation & AI

• UiPath
• KNIME
• Analytics
• AI / GenAI
• Agentic AI

Governance & Operations

• Platform Governance
• Automation Lifecycle Management
• Operational Governance
• Compliance & Audit
• Cybersecurity & Risk Management
• Data Privacy
• Operational Manuals / SOPs
• L1/L2/L3 Support

Management

• Stakeholder Management
• Capacity Planning
• Technology Lifecycle Management
• Service Performance Reporting

Key Responsibilities

Service Ownership & Governance

• Own the end-to-end Automation Services portfolio covering UiPath, KNIME, AI, and related automation technologies.
• Define and maintain service governance, operational standards, policies, and procedures.
• Establish and continuously improve service management processes and support models.
• Ensure compliance with organizational, security, and regulatory requirements.
• Drive capacity planning, lifecycle management, upgrades, decommissioning, and technology adoption.
• Maintain the service catalogue, onboarding standards, support models, and retirement plans.

Operations & Service Excellence

• Monitor SLA adherence, service performance, incident trends, and operational KPIs.
• Drive problem management, RCA reviews, and continuous service improvement.
• Coordinate incident, change, release, and maintenance activities.
• Develop and maintain service dashboards, KPI reports, SLA metrics, platform utilization reports, and governance scorecards.
• Track automation portfolio performance and operational maturity.
• Conduct regular service reviews, governance meetings, and customer discussions.
• Ensure stakeholder satisfaction and alignment with service expectations.
• Manage vendor performance, service consumption, capacity utilization, and service quality.
• Lead governance and performance reviews with suppliers and delivery partners.
• Provide inputs for contract and vendor governance reviews.
• Communicate business value delivered through automation, including cost savings, productivity improvements, risk reduction, and customer satisfaction.
• Drive service maturity, automation adoption, and operational excellence.
• Support adoption of Cloud Automation, GenAI, and Agentic AI capabilities.
• Identify opportunities to improve service efficiency, scalability, governance, and customer experience.
• Promote knowledge sharing, innovation, and continuous improvement.

Ideal Candidate Profile

with a combination of:

ServiceNow + ITSM/ITIL + UiPath/RPA + KNIME/Analytics + AI/GenAI + Service Governance + Vendor Management

Important: The candidate does not need to be a hands-on UiPath or KNIME developer. The priority is experience managing, governin