AI Technical Service Manager
Who We Are
At the heart of our outsourcing organization, the Data & Intelligence Competence Center serves as a dedicated hub for advanced data-driven solutions. We specialize in data engineering, analytics, and AI-powered insights, helping businesses turn raw information into actionable intelligence. By combining deep technical expertise with industry best practices, we enable smarter decision-making, optimize processes, and foster innovation across diverse sectors.
To deliver on this mission, we rely on talented professionals who can transform complex data challenges into robust, scalable solutions. This is where you come in. We are seeking an experienced and motivated AI Technical Service Manager to join our team.
The role focuses on ensuring the reliable and efficient delivery of AI platform services throughout their entire lifecycle, coordinating across technical and business teams, managing service performance and risks, and driving continuous improvement in line with ITIL and DevOps practices.
What You'll Be Doing
- Own the complete lifecycle of AI platform services, from planning, design, and deployment through operation and decommissioning.
- Oversee service delivery across assigned squads, ensuring alignment with business requirements, performance standards, and agreed SLAs.
- Coordinate service integration across product, engineering, infrastructure, security, vendor, and cloud-provider teams.
- Lead incident, problem, and change management processes, including timely resolution, root cause analysis, and measures to minimize business disruption.
- Develop and continuously improve IT service management policies and procedures based on ITIL best practices.
- Monitor, analyze, and report service performance against defined KPIs and SLAs, identifying improvement areas and driving corrective actions.
- Implement service quality and continuous improvement initiatives that strengthen operational excellence and customer satisfaction.
- Develop and maintain a service risk management framework, ensuring that operational risks are identified, assessed, monitored, and mitigated.
- Ensure compliance with internal standards, information security policies, regulatory requirements, and operational prerequisites.
- Coordinate external vendors and cloud service providers, including AWS and Microsoft Azure, to ensure that contracted service levels are achieved.
- Provide guidance and coaching to junior colleagues while supporting the adoption and maturation of ITIL and DevOps practices.
What You'll Bring Along
- Proven experience in IT service management, ideally within cloud-native, AI, or machine learning platform environments.
- Strong knowledge of ITIL principles and practical experience with service lifecycle management.
- Hands-on experience managing incident, problem, and change management processes in complex, multi-stakeholder organizations.
- Technical understanding of modern platform technologies, including AWS and/or Microsoft Azure, containerization, APIs, and microservices.
- Solid understanding of risk management frameworks, information security requirements, and compliance obligations in regulated or enterprise environments.
- Experience defining, tracking, reporting, and acting on service performance KPIs and SLA metrics.
- Experience working in agile or scaled agile environments, such as SAFe or LeSS, alongside product and engineering teams.
- Strong stakeholder management and communication skills, with the ability to explain technical service topics clearly to business and senior stakeholders.
- A data-driven and improvement-oriented mindset, combined with a strong sense of ownership and focus on service quality.
- Familiarity with AI technologies and GenAI platforms is considered a strong advantage.
- Excellent command of spoken and written English
At the heart of our outsourcing organization, the Data & Intelligence Competence Center serves as a dedicated hub for advanced data-driven solutions. We specialize in data engineering, analytics, and AI-powered insights, helping businesses turn raw information into actionable intelligence. By combining deep technical expertise with industry best practices, we enable smarter decision-making, optimize processes, and foster innovation across diverse sectors.
To deliver on this mission, we rely on talented professionals who can transform complex data challenges into robust, scalable solutions. This is where you come in. We are seeking an experienced and motivated AI Technical Service Manager to join our team.
The role focuses on ensuring the reliable and efficient delivery of AI platform services throughout their entire lifecycle, coordinating across technical and business teams, managing service performance and risks, and driving continuous improvement in line with ITIL and DevOps practices.
What You'll Be Doing
- Own the complete lifecycle of AI platform services, from planning, design, and deployment through operation and decommissioning.
- Oversee service delivery across assigned squads, ensuring alignment with business requirements, performance standards, and agreed SLAs.
- Coordinate service integration across product, engineering, infrastructure, security, vendor, and cloud-provider teams.
- Lead incident, problem, and change management processes, including timely resolution, root cause analysis, and measures to minimize business disruption.
- Develop and continuously improve IT service management policies and procedures based on ITIL best practices.
- Monitor, analyze, and report service performance against defined KPIs and SLAs, identifying improvement areas and driving corrective actions.
- Implement service quality and continuous improvement initiatives that strengthen operational excellence and customer satisfaction.
- Develop and maintain a service risk management framework, ensuring that operational risks are identified, assessed, monitored, and mitigated.
- Ensure compliance with internal standards, information security policies, regulatory requirements, and operational prerequisites.
- Coordinate external vendors and cloud service providers, including AWS and Microsoft Azure, to ensure that contracted service levels are achieved.
- Provide guidance and coaching to junior colleagues while supporting the adoption and maturation of ITIL and DevOps practices.
What You'll Bring Along
- Proven experience in IT service management, ideally within cloud-native, AI, or machine learning platform environments.
- Strong knowledge of ITIL principles and practical experience with service lifecycle management.
- Hands-on experience managing incident, problem, and change management processes in complex, multi-stakeholder organizations.
- Technical understanding of modern platform technologies, including AWS and/or Microsoft Azure, containerization, APIs, and microservices.
- Solid understanding of risk management frameworks, information security requirements, and compliance obligations in regulated or enterprise environments.
- Experience defining, tracking, reporting, and acting on service performance KPIs and SLA metrics.
- Experience working in agile or scaled agile environments, such as SAFe or LeSS, alongside product and engineering teams.
- Strong stakeholder management and communication skills, with the ability to explain technical service topics clearly to business and senior stakeholders.
- A data-driven and improvement-oriented mindset, combined with a strong sense of ownership and focus on service quality.
- Familiarity with AI technologies and GenAI platforms is considered a strong advantage.
- Excellent command of spoken and written English