Job Summary
Job Description: Senior Manager – Service Transformation, Automation & GenAI
Location: Hyderabad (Hybrid / Work from Office as per business requirement)
Role Summary:
The Senior Manager – Service Transformation, Automation & Generative AI is responsible for driving operational excellence by identifying, designing, and implementing automation and Generative AI solutions across service delivery environments. The role focuses on stakeholder collaboration, service desk process optimization, business case development, ROI realization, and scalable deployment of automation-led transformation initiatives.
Key Responsibilities:
1) Stakeholder Management & Governance
- Engage with business units, service delivery teams, IT operations, and leadership stakeholders to understand operational challenges and improvement opportunities
- Conduct regular governance and review meetings with stakeholders
- Align automation and AI initiatives with business objectives and service-level commitments
- Build strong cross-functional relationships to drive transformation adoption
2) Service Desk & Process Review
- Perform detailed assessments of service desk and operational processes
- Identify inefficiencies, manual tasks, and repetitive workflows suitable for automation
- Conduct process maturity and optimization reviews
- Establish baseline metrics such as ticket volume, resolution time, cost per ticket, productivity metrics, and SLA compliance
3) Automation & Generative AI Opportunity Identification
- Identify automation, AI, and GenAI use cases across service delivery functions
- Evaluate feasibility, business value, and implementation complexity
- Define solution architecture and transformation roadmap
- Collaborate with technical teams to design automation workflows and AI-enabled solutions
4) Business Case Development & ROI Analysis
- Develop detailed business cases for automation and GenAI initiatives
- Quantify expected benefits and cost savings
- Conduct financial analysis including ROI, payback period, cost-benefit analysis, and productivity savings
- Present proposals to leadership for approval
5) Project Management & Solution Deployment
- Lead end-to-end implementation of approved automation and AI initiatives
- Define project scope, timelines, milestones, and deliverables
- Coordinate with development, operations, and infrastructure teams
- Manage risks, dependencies, and issue resolution
- Ensure successful deployment and transition to operations
6) Scaling & Continuous Improvement
- Identify opportunities to scale successful solutions across multiple accounts or projects
- Establish automation and AI adoption frameworks
- Maintain a pipeline of transformation initiatives
- Continuously monitor performance and optimize deployed solutions
7) Reporting & Success Story Development
- Track benefits realization and performance metrics
- Prepare executive dashboards and transformation reports
- Document case studies and success stories after Proof of Concept (POC)
- Showcase value delivered through automation and AI initiatives
Qualifications:
- Graduate in any discipline (Bachelor’s Degree required)
- Minimum 5 years of total work experience
- Experience in service operations, process improvement, automation, or digital transformation is preferred
Skills:
- Stakeholder management
- Experience in deployment of AI solutions
- Negotiation skills
- Excellent presentation and communication skills
Key Responsibilities
1. Lead end-to-end operations management by leveraging CA Autosys to schedule, monitor, and optimize complex enterprise job workflows, ensuring high system availability and timely incident resolution.
2. Drive automation and process improvement initiatives using PowerShell and Python to streamline manual tasks, enhance operational efficiency, and reduce error rates across support processes.
3. Architect and implement advanced monitoring and reporting solutions using EMS Platform tools and scripting to provide real-time visibility into job statuses, failures, and performance metrics.
4. Champion root-cause analysis and coordinate expert-level problem resolution for critical incidents related to job scheduling, automation scripts, and platform integrations.
5. Mentor and guide support teams in the adoption of best practices for CA Autosys, PowerShell, and Python, fostering technical growth and knowledge sharing within the team.
6. Collaborate with stakeholders and internal teams to translate complex client requirements into robust operational solutions, ensuring alignment with business objectives and SLA commitments.
7. Evaluate, recommend, and integrate innovative tools and automation frameworks to advance organizational process maturity and support continuous service improvement.
Skill Requirements
1. Excellent Command Of Powershell Scripting For Automation And Systems Management.
2. Excellent Python Skills For Developing Automation Scripts And Integrating Monitoring Solutions.
3. Advanced Proficiency With Ems Platform Tools For Monitoring, Reporting, And System Integration.
4. Expert ProblemSolving And RootCause Analysis Capabilities In Complex Operational Environments.
5. Excellent Ability To Mentor, Guide, And Empower Technical Teams In Operational Excellence.
6. Advanced Understanding Of Itil Processes, Incident And Change Management, And SlaDriven Operations.