TCS Hiring for Head of Service Desk AI Transformation_PAN India

Job Title: Head of Service Desk AI Transformation_PAN IndiaLocation: PAN IndiaExperience: 15 to 20 YearsJob 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 solutionsKey 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

Apply Now