Senior Manager, AI Platforms Service Management

What you'll do

• Own the end-to-end lifecycle for the enterprise AI platform portfolio, including evaluation, onboarding, deployment, and retirement.
• Lead the configuration of platform tenancies, identity management, data boundaries, and admin governance for production readiness.
• Manage AI platform unit economics by forecasting demand, setting budget guardrails, and implementing showback/chargeback models.
• Define and operate the service management framework, including SLOs, on-call rotations, and incident response for provider outages.
• Maintain a clear service catalog and lead adoption programs through training, playbooks, and persona-targeted campaigns.
• Embed Responsible AI controls and manage senior-level relationships with AI vendors and hyperscalers to optimize commercial terms.
• Build and lead a high-performing team of platform engineers and adoption specialists in a global, 24x7 coverage model.
• Translate complex AI technicalities into clear business outcomes and dashboards for executive team members.

What we're looking for

• Bachelor's or Master's degree in Computer Science, Engineering, Information Systems, Business, or a related field, or equivalent experience.
• 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, scale, and steady-state operations.
• Working knowledge of the modern enterprise AI stack including Microsoft 365 Copilot, GitHub Copilot, Azure OpenAI, Anthropic Claude, and UiPath.
• Hands-on experience with SLAs/SLOs, change and problem management, and major incident response using ITSM tooling like ServiceNow.
• Familiarity with FinOps, Technology Business Management, and chargeback/showback models for license and consumption optimization.
• Experience operating in regulated, security-conscious environments with a focus on data protection, privacy, and Responsible AI principles.
• Prior experience leading the rollout of specific AI platforms at scale (preferred).
• Experience supporting IT services for semiconductor manufacturing or other 24x7 regulated environments (preferred).
• Track record of building or operating an enterprise AI service catalog or AI cost-and-consumption program (preferred).
• Industry credentials such as ITIL 4, FinOps Certified Practitioner, PMP, or relevant cloud/AI platform certifications (preferred).
• MBA or advanced technical degree (preferred).