Job Summary

The Generative AI BAU Service Manager is responsible for ensuring reliable, secure, scalable, and business-aligned operations for GenAI solutions across the organization.

The ideal candidate will manage day-to-day AI service delivery, incident/problem/change management, vendor coordination, compliance adherence, user adoption, platform optimization, and operational excellence for Haleon s enterprise GenAI ecosystems.

The role ensures the stability, reliability, and performance of deployed Generative AI applications and models. Also plays an key role in onboarding new AI tools / services in Haleon.

The role requires strong collaboration across Business users, IT, Data, Security, Legal, Compliance, and AI Engineering teams (data science/DevOps/Machine Learning Engineering) to ensure stable and responsible AI operations.

Key Responsibilities

- Own end-to-end BAU operations for enterprise GenAI platforms and Applications, copilots, AI assistants, and AI-enabled business applications.
- Ensure high availability, reliability, performance, and scalability of GenAI services and Manage L2/ L3 Operations of the GenAI Operations Team.
- Manage operational SLAs, KPIs, OLAs, and service reporting for AI platforms.
- Lead 24x7 support governance and service continuity planning where required.
- Ensure high availability, performance, and stability of GenAI BAU Platforms and Applications
- Monitor AI platform usage, system health, response quality, latency, and operational risks.
- Drive operational readiness for newly deployed GenAI solutions transitioning from project to BAU support.
- Establish best practices for AI operations (AIOps / LLMOps / MLOps integration).
- Oversee incident, problem, change, and release management,



applying ITIL best practices.
- Own Problem Management and Root Cause Analysis of Critical and Recurring incidents.
- Govern production changes, releases, model updates, prompt changes, and AI configuration deployments.
- Ensure controlled rollout and rollback procedures for AI services and models.
- Improve AI support processes, monitoring frameworks, observability, and service maturity.
- Maintain SOPs, Runbooks and Knowledge Repositories.
- Disaster recovery and resilience planning execution.
- Ensure compliance with security, regulatory, and validation requirements across all GenAI Platforms and Services.
- Plan, Lead and Execute OPEX cost optimization initiatives.
- AI Governance Responsible AI
- Ensure compliance with Responsible AI policies, data privacy standards, cybersecurity controls, and regulatory requirements.
- Monitor AI risks including hallucinations, bias, toxic outputs, model drift, and unauthorized usage.
- Maintain audit readiness and documentation for AI operational controls.
- Technical Leadership Hands-On Contribution
- Provide technical leadership and direction across GenAI Frameworks and Landscapes.
- Contribute directly to hands-on capacity to Gen AI Operations troubleshooting, and optimisation.
- Release Environment Management




- Define and execute release management processes for Data Engineering Products.
- Coordinate with development and operations teams to plan, test, and deploy releases with minimal disruption.
- Support CI/CD pipelines, automation, and controlled promotion across DEV, QA, and PROD environments.
- People Vendor Management
- Lead, mentor, and develop a team of Gen AI BAU Operations, including permanent staff, contractors, and strategic partners.
- Ensure appropriate capability, capacity, and skills are in place to meet operational and delivery commitments.
- Manage agency resources and external vendors to ensure high-quality outcomes.
- Foster a performance-driven, collaborative culture across globally distributed teams.
- Risk, Governance Stakeholder Engagement
- Ensure risks and issues related to owned platforms, programmes, and projects are identified, recorded, and actively managed.
- Escalate and remove blockers in a complex, matrix organisation, engaging senior stakeholders as required.
- Act as the primary point of contact for GenAI BAU service governance.
- Partner with business stakeholders to ensure AI services meet operational and business expectations.
- Drive user adoption, service awareness, training coordination, and feedback management.
- Present operational dashboards, service reviews, risk reports, and improvement plans to leadership.
- Ensure Timely Communication to stakeholders during outages, High Impact Incidents and Changes.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Gen AI BAU Service Manager (Bengaluru)
🏢 Haleon
📍 Bengaluru