Hyderabad, Telangana

Job Summary

Senior Manager - Service Transformation, Automation & GenAI

Location: Hyderabad (Hybrid / Work from Office as per business requirement)

Role Summary:
The Senior Manager - Service Transformation, Automation & Generative AI is responsible for driving operational excellence by identifying, designing, and implementing automation and Generative AI solutions across service delivery environments. The role focuses on stakeholder collaboration, service desk process optimization, business case development, ROI realization, and scalable deployment of automation-led transformation initiatives.

Key Responsibilities:
1) Stakeholder Management & Governance
- Engage with business units, service delivery teams, IT operations, and leadership stakeholders to understand operational challenges and improvement opportunities
- Conduct regular governance and review meetings with stakeholders
- Align automation and AI initiatives with business objectives and service-level commitments
- Build robust cross-functional relationships to drive transformation adoption

2)



Service Desk & Process Review
- Perform detailed assessments of service desk and operational processes
- Identify inefficiencies, manual tasks, and repetitive workflows suitable for automation
- Conduct process maturity and optimization reviews
- Establish baseline metrics such as ticket volume, resolution time, cost per ticket, productivity metrics, and SLA compliance

3) Automation & Generative AI Opportunity Identification
- Identify automation, AI, and GenAI use cases across service delivery functions
- Evaluate feasibility, business value, and implementation complexity
- Define solution architecture and transformation roadmap
- Collaborate with technical teams to design automation workflows and AI-enabled solutions

4) Business Case Development & ROI Analysis
- Develop detailed business cases for automation and GenAI initiatives
- Quantify expected benefits and cost savings
- Conduct fin

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