Global Service Manager AMS – AI Ops and CSI

• *Your Key Responsibilities:**

Lead AI Ops and Continual Service Improvement (CSI) across the global AMS portfolio to enable proactive, data\-driven operations, intelligent automation and measurable improvements in service quality, efficiency and user experience.

• Own the AI Ops and CSI strategy, operating framework and governance cadence across in\-scope applications and AMS providers; define priorities, decision rights, delivery standards and escalation routes aligned to business needs and approved service commitments.
• Build and govern a prioritised AI Ops use\-case pipeline covering anomaly detection, event correlation, alert\-noise reduction, incident classification and routing, knowledge recommendations and assisted root\-cause analysis; assess data readiness, feasibility, expected value and delivery effort before progressing from pilot to scale.
• Coordinate application owners, EAS, Infrastructure and AMS providers to establish actionable observability across application logs, metrics, events and service dependencies; govern data quality, contextual enrichment and integration with monitoring, ITSM and configuration records to support reliable operational insights.
• Drive proactive incident and problem management through AI\-assisted triage, impact assessment, trend analysis and identification of recurring issues; ensure insights translate into owned corrective actions, improved knowledge articles and permanent fixes, with operational teams validating recommendations before execution.
• Govern intelligent automation for repetitive support activities, service requests, diagnostics and approved remediation runbooks; require clear ownership, access controls, testing, exception handling, human approval where appropriate and change\-controlled deployment, and measure reductions in manual effort and processing time.
• Own a consolidated CSI register and rolling improvement roadmap, drawing on service reviews, incident and problem trends, SLA performance, user feedback and delivery bottlenecks; define each initiative’s problem statement, baseline, target outcome, accountable owner, milestones, dependencies and acceptance criteria.
• Lead cross\-functional improvement delivery with business stakeholders, application owners, EAS, Infrastructure, Quality and AMS providers; remove process hand\-off gaps, standardise support practices, manage dependencies and escalate overdue actions, while keeping initiatives within approved capacity and commercial scope.
• Establish baselines and dashboards for incident recurrence, mean time to detect and resolve, alert quality, automation adoption, request turnaround, SLA attainment and user experience; validate realised benefits against agreed measures, distinguish released capacity from cash savings and use results to reprioritise the roadmap.
• Maintain clear accountability boundaries: this role governs the AMS AI Ops and CSI roadmap, outcomes and provider commitments; application owners approve application\-specific requirements and acceptance; platform teams own enabling technology; AMS providers implement and operate approved capabilities; designated governance and Quality functions approve applicable controls.

• *Key performance indicators:**

• AI Ops adoption and coverage: proportion of prioritised use cases deployed and actively used, and in\-scope applications with actionable observability and validated operational data, measured against agreed roadmap targets.
• Alert quality and incident response: reduction in duplicate and non\-actionable alerts, improved incident classification and routing accuracy, and reduced mean time to detect and resolve incidents against agreed service baselines.
• Automation effectiveness: proportion of eligible support activities automated, successful execution rate, reduction in manual effort and request turnaround time, and exception rates within agreed thresholds for approved workflows.
• Recurring\-incident reduction: decrease in repeat incidents for prioritised problem areas, timely closure of root\-cause corrective actions and sustained effectiveness of permanent fixes against agreed baseline and review periods.
• CSI roadmap delivery: proportion of prioritised initiatives completed on time and accepted against agreed outcomes, with current baselines, accountable owners and benefits measures; reduction in overdue milestones and improvement actions.
• Realised service and business benefits: validated improvements in SLA attainment and user satisfaction, released support capacity and cost efficiency against agreed baselines and targets, with released capacity reported separately from realised cash savings.

• *Minimum Requirements:**

Education

Degree in IT, Computer Science, Engineering, Data Science or equivalent; ITIL Foundation required. Advanced certification in IT service management, continual improvement, AI Ops, data analytics, automation or cloud operations desirable.

Languages

Fluent written and spoken English.

Experience\& Skills

• 10\+ years in IT, including 5\+ years in application service management, operational improvement, intelligent automation or regulated managed\-service delivery, with practical experience applying AI Ops and CSI.
• Proven global, multi\-supplier governance of AI Ops use cases and CSI roadmaps, including prioritisation, baseline definition, delivery oversight, adoption and measurable benefits realisation.
• Strong ITIL incident, problem, change, release, service\-level and continual\-improvement knowledge; experience with ServiceNow, CMDB, observability, event\-management and automation platforms.
• Strong analytical judgement, supplier management, improvement facilitation, change adoption, executive communication and cross\-functional leadership; ability to translate operational insights into prioritised actions and demonstrate improvements in service quality, efficiency and user experience.