Senior Manager, AI Platforms Service Management

What you'll do

• Manage the end-to-end lifecycle for AI platforms including evaluation, onboarding, deployment, and retirement.
• Develop a roadmap for AI capabilities while conducting proof-of-value pilots to assess cost, security, and business fit.
• Oversee technical operations including identity management, data boundaries, observability, and performance optimization for all AI services.
• Manage AI unit economics by tracking token consumption and license usage to provide transparent showback and chargeback reports.
• Lead incident response and service management for provider outages, model regressions, and potential data exposure events.
• Create a service catalog and execute adoption programs including training, playbooks, and persona-targeted communication campaigns.
• Ensure compliance with Responsible AI principles by partnering with legal and security teams to monitor data handling and usage.
• Lead and develop a global team of platform engineers and adoption specialists in a 24/7 operational environment.

What we're looking for

• Bachelor's or Master's degree in Computer Science, Engineering, Information Systems, Business, or a related field.
• 7+ years of experience in enterprise IT, platform operations, service management, or product management.
• 5+ years of people leadership experience leading multi-disciplinary teams in a global, matrixed organization.
• Demonstrated ownership of enterprise SaaS or platform services through a full lifecycle including evaluation, launch, and steady-state operations.
• Working knowledge of the modern enterprise AI stack including Microsoft 365 Copilot, GitHub Copilot, Azure OpenAI, Anthropic Claude, and UiPath.
• Experience with SLAs/SLOs, change and problem management, and major incident response using ITSM tooling like ServiceNow.
• Familiarity with FinOps, Technology Business Management (TBM), or chargeback/showback models for license and consumption optimization.
• Proven experience operating in regulated environments with a focus on data protection, privacy, and Responsible AI principles.