Sapiens is on the lookout for hands-on, delivery-focused Team Lead/Manager to stand up and lead our new Agentic AI Center of Excellence within the Governance & AI Agentic COE. Reporting into the VP of Service Management, you will manage a small team of agentic AI developers and grow it as the roadmap matures. Your mandate is to bring generative and agentic AI (Now Assist, virtual agents, and predictive care) into our multi-tenant SaaS service operations: deflecting and resolving routine work, accelerating resolution, and feeding measurable improvement back into every governed ITIL process. You are equally a people leader and a buildersetting direction and guardrails while staying close enough to the work to unblock your developers and ship.

Location: Bangalore

Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.

This position will be part of Sapiens CTO Cloud Services division, for more information about it, click here: www.sapiens.com

Mission

Lead the team that operationalizes agentic AI for service management. Both enable ServiceNows native, out-of-the-box agentic capabilities and design and develop custom agents that support our Global Support and Cloud Operations teams, while developing a high-performing delivery team and embedding the guardrails, evaluation, and responsible-use practices that let us scale AI safely across every tenant.

What youll do:

- Team Leadership & Development: Lead, coach, and grow a small team of agentic AI developers. Set goals and priorities, manage day-to-day delivery, run hiring as the team scales, and create a culture of high-quality, responsible AI engineering.
- ServiceNow Native Enablement: Enable and configure ServiceNows out-of-the-box agentic capabilitiesNow Assist, AI Agents, Virtual Agent, and generative-AI featuresadopting platform functionality first to deliver value quickly and sustainably.




- Custom Agent Development: Where native capability falls short, design, build, and tune custom agentsdefining their tools, workflows, and integrationsto address use cases unique to our products, customers, and operations.
- Agentic AI Delivery: Own delivery of the agentic-AI roadmap for service management across both tracks—shipping capabilities that deflect tier-1 work and resolve routine requests end to end, whether delivered through configuration or custom build.
- Support & Cloud Operations Enablement: Partner directly with Global Support and Cloud Operations to identify high-value use cases, build agents tuned to their disciplines, and measure real reductions in manual effort, deflection rates, and Mean Time to Resolution.
- Roadmap & Prioritization: Translate the COE strategy into a prioritized, achievable backlog. Balance quick wins against foundational work, and sequence use cases for proactive, signal-driven customer care and specialized agent workspaces.
- Guardrails, Evaluation & Responsible AI: Define and enforce guardrails, evaluation criteria, and governance for AI in operations—ensuring agents are accurate, secure, monitored, and grounded in trusted knowledge and catalog content before they reach customers.
- Metrics & Continuous Improvement: Define KPIs for AI performance—deflection, resolution acceleration, agent accuracy, and grounding quality—and feed AI-accelerated improvements back into the Process Review Board and continual-service-improvement cadence.





What to Have for this position.

Must have Skills:

- Experience: Proven experience delivering AI/ML, conversational-AI, or agentic-AI capabilities in production, plus experience leading or managing small technical delivery teams.
- Agentic AI Competency: Hands-on understanding of how AI agents and virtual agents are designed, built, tuned, and evaluated—both by enabling platform-native capabilities and by developing custom agents, including grounding on enterprise content and data.
- Delivery Leadership: Strong product sense and the ability to prioritize use cases, manage a backlog, and ship iteratively in a fast-moving environment.
- Service Operations Awareness: Working knowledge of ITIL processes and service operations, and how AI can improve them across Support and Cloud Operations.
- Responsible AI: Awareness of AI risk, evaluation, monitoring, and responsible-use practices in an enterprise setting.

Preferred Qualifications

- Platform: Familiarity with ServiceNow Now Assist, Virtual Agent, and the CSM module strongly preferred.
- Certifications: ITIL 4 Foundation and/or relevant AI, machine-learning, or ServiceNow certifications a plus.
- Environment: Experience in multi-tenant SaaS or Cloud Operations, and exposure to integration, CMDB, or knowledge-management practices.
- Methodologies: Agile delivery and continual-improvement experience preferred.

Why Join Us?

We are heavily investing in agentic AI to reshape how our SaaS organization serves customers at scale. In this role you will build a brand-new team at the convergence of governance and applied AI, ship AI agents that have direct, measurable impact on Support and Cloud Operations, and define how responsible, governed AI operates across every tenant—all with the backing of senior leadership committed to making agentic-AI operations real.

📌 AI Lead (Bengaluru)
🏢 Sapiens
📍 Bengaluru