TCS Hiring for Head of Service Desk AI Transformation_PAN India
4 hours ago
Job Title: Head of Service Desk AI Transformation_PAN India
Location: PAN India
Experience: 15 to 20 Years
Job Description:
Required Qualifications:
- Bachelor’s or Master’s degree in Computer Science, Data Science, or a related field.
- 15+ years of experience in IT service desk, with 3–5 years in AI/automation leadership.
- Proven track record of implementing AI solutions in enterprise environments.
Preferred Skills & Certifications:
- Certifications in ITIL v4, AI/ML, DevOps, Python, NodeJS etc.
- Hands-on experience with ServiceNow, Microsoft Power Platform, Genesys Cloud CX or similar tools.
- Strong understanding of AI ethics, governance, and Data Security/Legal contracts management.
- Excellent leadership, communication, and stakeholder engagement skills.
- Knowledge & experience on deployment of Agentic AI use cases for ITSM, Contact Centre, DeX solutions
Key Responsibilities:
Strategy & Vision:
- Define and execute the AI transformation roadmap for the service desk.
- Identify opportunities for AI-driven improvements in incident resolution, request fulfillment, and user engagement.
- Collaborate with IT and business leaders to align AI initiatives with organizational goals.
- Technology Implementation
- Lead the deployment of AI tools such as chatbots, virtual agents, NLP engines, and intelligent automation platforms.
- Integrate AI capabilities into ITSM platforms (e.g., ServiceNow Virtual Agent, Microsoft Copilot).
- Ensure robust data pipelines and model training processes for AI/ML systems.
- Process Innovation
- Redesign service desk workflows to incorporate AI and automation.
- Drive shift-left strategies using AI to empower self-service and reduce ticket volumes.
- Implement predictive analytics for proactive incident and problem management.
- Team Leadership & Change Management
- Build and lead a cross-functional team of AI engineers, data scientists, and service desk professionals.
- Promote a culture of innovation, experimentation, and continuous learning.
- Manage change across the organization, ensuring smooth adoption of AI solutions.
- Performance & Governance
- Define KPIs to measure AI impact (e.g., resolution time reduction, user satisfaction, automation rate).
- Ensure compliance with data privacy, security, and ethical AI standards.
- Report progress and insights to executive leadership.
Kind Regards,
Priyankha M
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