Deputy Director, ITSM & Next-Gen Technology Integration

Overview:

As the Deputy Director of NextGen ITSM, you will lead the strategic integration of AI-driven solutions across Incident, Problem, and Change Management processes. This role combines your expertise in IT Service Management with advanced AI/ML capabilities to modernize operational workflows, driving proactive, data-informed, and automated ITSM practices. You will work closely with senior leadership to shape and execute a vision for AI-enhanced service management, creating a transformative impact on IT service continuity and efficiency.

About the Role:

Reporting to senior leadership, you will oversee the tactical implementation of AI-driven ITSM solutions, focusing on enhancing predictive capabilities, automation, and operational insight. This role involves both strategic oversight and hands-on development in creating AI-powered processes, from predictive incident detection to automated change request workflows, ultimately fostering a next-gen ITSM environment.

Responsibilities

• Key Responsibilities:
  • Strategic Leadership in AI-Driven ITSM Transformation:
  • AI Implementation Roadmap: Develop and execute a strategic roadmap for AI integration within ITSM, focusing on predictive analytics, automation, and real-time intelligence across service management processes. Collaborate with senior leadership to align AI strategies with overall business objectives and operational goals.
  • Data-Driven Process Optimization: Leverage AI and machine learning to analyse historical and real-time data, identifying patterns and insights that drive process improvements, reduce downtime, and increase system reliability. Use these insights to recommend and implement changes that enhance ITSM efficiency and responsiveness.
  • Proactive and Predictive Service Management:
  • Predictive Modelling and Automation: Lead the development of AI-driven models to forecast potential issues, automating responses to prevent incidents before they impact operations. Implement machine learning algorithms that analyze service trends to proactively identify and mitigate risks.
  • Dynamic Workflows and Automation: Design and implement intelligent workflows that automate key tasks in service management, ensuring consistency, reducing manual intervention, and enabling swift resolution of service requests. Continuously evaluate workflow performance, using AI to dynamically adjust processes based on changing operational demands.
  • Comprehensive Incident Insights and Root Cause Analysis:
  • Advanced Root Cause Analysis: Use AI to perform deep-rooted analysis of service interruptions, pinpointing underlying issues and automating post-incident improvements. Develop processes to continuously refine these analyses, ensuring accuracy and reducing recurrence.
  • Anomaly Detection Systems: Implement AI-based anomaly detection systems that monitor infrastructure behaviour in real-time, triggering alerts and automated responses when irregularities are detected. These systems will enable early detection of potential disruptions, enhancing service stability.
  • Cross-Functional Collaboration for AI-Driven Service Excellence:
  • Interdepartmental Coordination: Collaborate with DevOps, infrastructure, and service delivery teams to embed AI tools across the IT landscape, enhancing cross-functional responsiveness and aligning AI initiatives with company-wide objectives. Act as a key liaison between technical teams and leadership to ensure seamless integration and execution.
  • Stakeholder Communication and Reporting: Develop frameworks for communicating AI-driven insights to stakeholders, translating complex technical outputs into actionable business insights. Provide regular updates to senior leadership on the performance, impact, and future roadmap of AI initiatives within ITSM.
  • Team Leadership and Skill Development:
• Leadership and Mentorship: Lead and mentor a team, fostering a culture of innovation and operational excellence. Guide the team in developing AI competencies and encourage continuous learning to keep pace with advancements in AI and ITSM.
• Best Practices: Establish standards and best practices for AI-driven ITSM processes, ensuring knowledge sharing and consistent implementation across the team. Encourage a collaborative environment that leverages collective expertise to refine and evolve AI-driven service management.

Qualifications & Skills:

• Experience: 15+ years in IT operations and ITSM, with a minimum of 3 years in a leadership capacity; demonstrated experience with AI/ML in IT operations is a strong advantage.
• Technical Skills: Proficiency in Python, TensorFlow, PyTorch, or other AI/ML frameworks, with experience in cloud platforms (AWS, Azure, GCP); familiarity with ITIL frameworks.
• AI/ML Proficiency: Deep understanding of AI/ML algorithms, natural language processing, and deep learning, with experience in deploying and managing AI models.
• Operational Leadership: Proven capability in managing complex ITSM functions, including Incident, Problem, and Change Management, with an aptitude for AI-driven solutions.
• Communication & Collaboration: Excellent communication skills, capable of translating complex AI/technical solutions into strategic insights for cross-functional teams and leadership.

Bonus Points For:

• Certifications: ITIL, PMP, or advanced AI/ML certifications.
• Experience with Major Incident Management: Prior experience in managing high-stakes incidents and implementing AI tools for process optimization.

In This Role, Youll Have the Opportunity To:

• Drive next-gen ITSM by leading AI-powered transformations across Incident, Problem, and Change Management.
• Collaborate closely with senior leadership to shape and implement a strategic vision for AI integration.
• Lead and mentor a high-performing team, contributing to a culture of excellence in operational AI and ITSM.