Lead-AI Operations Manager

Role Overview

The Lead-AI Operations Manager will be responsible for leading the AI strategy and roadmap for Global Workplace Hardware Services, defining and owning the strategy for embedding AI into incident management, and identifying and prioritizing high-value AI use cases.

What You Will Do

Key responsibilities include acting as the primary point of contact for service-related issues, escalations, and inquiries, leading end-to-end incident management, and managing request fulfillment, ticket assignment, and queue/break management across internal and external support teams.

Why It Might Be a Fit

The ideal candidate will have a strong understanding of ServiceNow ITSM and its AI capabilities, solid grasp of AI and generative AI concepts, and experience with AI governance and regulatory requirements in a regulated environment.

Requirements

• 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