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)
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