AI Service Leader: Enterprise Engagement & Delivery

Xprotege Institute of Technology and Management; Chicago (IL); On-site; USD 140,000 - 180,000; Full time

Job summary

Xprotege Institute of Technology and Management in Chicago, IL seeks a Senior Engagement Lead / AI Service Manager to own enterprise AI support engagements. You will oversee service delivery, governance, and client relationships end-to-end.

Ideal candidates have 10+ years in IT services, proven governance and reporting experience, and the ability to lead cross-functional teams and coordinate with external vendors to ensure high performance and continuous improvement.

Qualifications

• 10+ years of professional IT or technology services experience.
• Experience managing enterprise technology services or support engagements.
• Proven experience with service governance, SLA/KPI management, and performance reporting.
• Experience managing escalations and critical incidents.
• Experience leading technical or cross-functional teams.
• Strong client relationship and stakeholder management skills.
• Experience coordinating with external technology vendors.
• Strong understanding of service delivery, operational processes, and continuous improvement.
• Excellent written and verbal communication skills.
• Strong leadership, organizational, analytical, and problem-solving skills.

Responsibilities

• Serve as the primary point of accountability for the AI support engagement.
• Manage the client relationship and establish effective service governance.
• Own SLA, KPI, and overall service-performance management.
• Coordinate escalations and critical incidents through resolution.
• Provide oversight, workload management, and direction to the four-person AI support team.
• Monitor service delivery, workload, performance, and operational priorities.
• Prepare monthly service reports and communicate performance to leadership and stakeholders.
• Coordinate with AI technology vendors and platform providers as required.
• Oversee knowledge-transfer activities and ensure internal readiness.
• Identify opportunities for continuous service improvement.
• Establish and maintain effective operational processes and service standards.
• Coordinate across technical, support, and business teams to ensure successful service delivery.
• Support governance, reporting, risk management, and issue resolution throughout the engagement.

Skills

Leadership

Stakeholder management

SLA / KPI management

Service governance

Cross-functional team leadership

Vendor coordination

Client relationship management

Communication skills

IT service delivery

Problem-solving

Job description

Xprotege Institute of Technology and Management in Chicago, IL seeks a Senior Engagement Lead / AI Service Manager to own enterprise AI support engagements. You will oversee service delivery, governance, and client relationships end-to-end.

Ideal candidates have 10+ years in IT services, proven governance and reporting experience, and the ability to lead cross-functional teams and coordinate with external vendors to ensure high performance and continuous improvement.