ASPIRE Global Service Centre AI and Automation Lead

Role Summary:

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. Its a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best Experience to our Customers.

We are seeking an experienced and results-driven AI and Automation Lead who will be responsible for driving the strategic implementation and operational excellence of automation and artificial intelligence initiatives for ASPIRE Managed Services.

This role leads the identification, design, and deployment of intelligent automation solutions to improve operational efficiency and productivity, enhance decision making, scale operations and deliver a competitive advantage in the market.

Key Responsibilities:

• Develop and execute the ASPIRE Managed Services automation and AI strategy aligned with SRG and EA Practice goals
• Identify opportunities for AI and automation across all Managed Service functions, tooling and processes
• Champion a culture of innovation and continuous improvement through emerging technologies
• Lead end-to-end delivery of automation and AI projects, including planning, development, testing, deployment, and monitoring
• Establish governance frameworks and best practices for AI and automation initiatives
• Oversee the design and implementation of AI models, RPA (Robotic Process Automation), and intelligent workflows
• Ensure solutions are scalable, secure, and compliant with data privacy and ethical standards
• Evaluate and select appropriate tools, platforms, and vendors
• Collaborate with business units to understand pain points and co-create solutions
• Communicate complex technical concepts to non-technical stakeholders
• Monitor performance and continuously optimise solutions.
• Delivery of measurable business value through automation and AI
• Development of internal capabilities and knowledge sharing across teams