Senior Engagement Lead / AI Service Manager

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

Senior Engagement Lead / AI Service Manager

Seniority Level: Senior / 10+ years

Chicago, IL. Onsite Monday–Thursday at the client's office

Position Overview

We are seeking a Senior Engagement Lead / AI Service Manager to serve as the primary point of accountability for an enterprise AI support engagement. The selected candidate will oversee the overall service delivery, client relationship, governance, service performance, escalations, reporting, vendor coordination, and continuous improvement activities. The ideal candidate has strong experience managing enterprise technology services and leading cross-functional support teams.

Key Responsibilities

• Serve as the primary point of accountability for the overall 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.

Required Qualifications

• 10+ years of professional IT or technology services experience.
• Strong 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.

Preferred Qualifications

• Experience managing enterprise AI or emerging technology services.
• Experience supporting AI platforms and enterprise AI environments.
• Experience coordinating knowledge-transfer and operational readiness programs.
• ITIL or similar service management experience.
• Experience working with large enterprise organizations.
• Experience managing multiple technology vendors and support teams.