About the Role :The role lies with "Workplace Services", a department within IF&S; that offers products and services for specific technical needs. You will work within a completely agile environment, organized in squads and chapters.Key Responsibilities :AI Strategy & Roadmap Ownership :- Define and own the strategy for embedding AI into incident management across Global Workplace Hardware Services.- Identify and prioritise high-value AI use cases (intelligent routing, predictive incident prevention, automated resolution, self-service deflection).- Build business cases with transparent targets and ROI justification.- Act as key partner to the Product Owner and senior stakeholders on AI investment decisions and operational efficiency.Incident Management & Service Operations :- Lead end-to-end incident management - detection, triage, resolution, and post-incident review.- Take overall responsibility for INC queue performance and steer it towards AI-supported, increasingly automated handling.- Handle high-priority incident and escalation management, root cause analysis (RCA), and proactive risk mitigation.Cross-Functional Collaboration & Stakeholder Management :- Coordinate cross-functional teams (dev, ops, support)



during major incidents following ITIL best practices.- Collaborate with the Product Owner to align incident response with squad goals, prioritize features, and remove delivery blockers.- Steer implementation with platform teams, IT, and external providers.KPI Management & Reporting :- Set and own target KPIs: MTTR, SLA compliance, automation rate, ticket deflection, and cost per incident.- Develop and maintain ServiceNow reporting dashboards.- Report progress to management with data-driven insights.Qualifications :- 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, business potential, and risks.- Experience with AI governance and regulatory requirements (EU AI Act, GDPR, DORA).- ITIL 4 certification preferred.- Excellent English communication skills; German is an advantage. (ref:hirist.tech)

📌 Allianz - AI Operations Manager (Pune)
🏢 Allianz
📍 Pune