Global Head, AI / Automation Enablement

About ICP

ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.™

With offices in Atlanta, London, Mexico City, Mumbai, and Shanghai, we operate on a global scale, delivering world-class solutions that drive exceptional business outcomes.

Who We Are

At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive.

We're A People First Company

At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where work/life balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half-day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan.

Bring the Confidence

Are you a relationship-focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You're not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you!

ABOUT THE ROLE

ICP is transforming its delivery model through agentic AI, automation, and next-generation operational frameworks. The Global Head of AI, Automation & Enablement is a critical role within this transformation – evolving our Managed Content Services (MCS) delivery across five global hubs - India, UK, US, China, Mexico. Working with our Technology & Innovation Services group, building the global capability that powers MCS 2.0 and positions ICP as the market leader in AI-augmented content operations.

This role spans enterprise AI strategy, enablement, operationalisation, capability building and the governance frameworks that ensure safe, compliant, and scalable adoption. It is responsible for defining and scaling ICP’s global automation and AI operating framework within MCS service delivery, including model orchestration, establishing enterprise-ready agentic workflows, and embedding AI-driven quality, efficiency, and innovation into delivery teams worldwide.

Additionally, this leader will work in a cross-functional group to help define Responsible AI principles and governance guardrails, ensuring that AI-enabled delivery operates safely, compliantly and in alignment with client, regulatory and industry expectations.

RESPONSIBILITIES

Operationalisation of MCS 2.0

• Lead global rollout of AI-enabled MCS 2.0 service models across India, UK, US, China, and Mexico, ensuring an integrated, enterprise-level operating model for agentic workflows.
• Translate strategy into scalable delivery playbooks, standards, and enablement frameworks.
• Oversee global QA & automation teams that support accounts with AI-driven validation and optimisation.
• Contribute to the definition of ICP’s AI platform architecture in partnership with Technology & Innovation, including selection, integration and scaling of AI tooling, orchestration layers, validation pipelines, and workflow engines.
• Continuously test, measure, and iterate MCS 2.0 capabilities and services, ensuring fitness for purpose across multiple client account teams.
• Support cross-hub rollout sequencing through readiness assessments, gating criteria, and structured adoption plans.
• Help deliver measurable productivity uplift across accounts.

Capability Building & Cross Functional Collaboration Hub Evolution

• Partner with the Global People Team, MCS, TIS and Transformation Leads to sequence capability uplift across all hubs, through enablement in automation, agentic workflows, AI governance, and delivery innovation.
• Define career pathways, role capabilities, and new AI-enabled roles for delivery teams globally.
• Design and deliver AI adoption and upskilling frameworks for hybrid human plus automation environments.
• Partner with People Team leads and Transformation leads to drive behavioural adoption and behavioural change across teams.

Client Enablement, Solutions & Thought Leadership

• Engage with senior client stakeholders, Solution Leads and Client Partners to shape AI-enabled delivery solutions.
• Partner with Client Strategy, BD and Solutions Leads to shape monetisable AI and automation commercial models.
• Design automation-led value cases for accounts, including measurable ROI models, margin improvement, and cost efficiency scenarios.
• Represent ICP’s automation and AI capability operations in pitches, QBRs, and industry forums.
• Lead the creation of ICP IP – frameworks, maturity models, POVs, and diagnostic tools.

Governance, Performance & Risk

• Track automation & AI performance, adoption, quality, risk, and ROI across hubs and accounts, governing a portfolio of automation and AI use cases that deliver measurable value Drive consistency of AI-enabled delivery practices across all hubs through shared standards, tooling alignment, and adoption frameworks..
• Establish cross-functional governance for AI deployment, responsible use, client and regulatory governance, risk management, and AI quality assurance across all MCS hubs.

What you will bring:

Experience

• Experience leading global teams and multi-market delivery models.
• Proven ability to build and scale technology-enabled operational functions in complex environments.
• Experience defining or contributing to enterprise AI operating frameworks, responsible AI practices, or model orchestration environments.
• Extensive knowledge of process engineering, service delivery automation, RPA, AI QA, or workflow optimisation.

Capabilities

• Deep understanding of content operations, metadata, DAM/PIM ecosystems, workflow platforms, and emerging AI technologies.
• Demonstrated ability to build capability, frameworks, and teams.
• Executive presence and confidence engaging C-suite stakeholders.
• Strong programme leadership, governance, and change management experience.

Skills & Behaviours

• Strategic operator with strong analytical, systems-thinking mindset.
• High collaboration orientation - thrives in matrixed environments.
• Ability to simplify complex technical concepts for non-technical stakeholders.

• Committed to quality, reliability and operational rigour
• Confident, pragmatic, and able to drive progress through ambiguity.
• Comfort operating at both strategic and operational levels, with the ability to translate enterprise AI vision into practical delivery playbooks.

Qualifications

• Bachelor’s degree in computer science, Engineering, Data/AI disciplines, Business, or related field; master’s degree or MBA preferred.
• 12+ years of progressive experience across operations transformation, automation, AI/ML-enabled services, digital operations, or large-scale content/marketing operations.
• Proven track record in building and scaling automation or AI-enabled operational capabilities across multi-market or global delivery environments.
• Demonstrated experience leading globally dispersed teams, with strong cultural awareness and ability to build high-performing cross-regional capability hubs.
• Strong understanding of DAM/PIM/Work Management ecosystems, metadata models, workflow optimisation, and modern AI/automation technologies (RPA, model orchestration, QA frameworks, MCP connectors).
• Exceptional analytical and problem-solving skills with a data-driven, systems-thinking mindset.
• Excellent communication, storytelling, and interpersonal skills; able to influence senior stakeholders and C-suite leaders.
• Ability to lead complex transformation programmes, manage competing priorities, and deliver measurable outcomes in fast-paced environments.
• Proficiency in automation tooling, enterprise workflow systems, agentic orchestration patterns and AI-driven quality or validation models (hands-on technical capability not required).
• Experience designing and implementing operational governance, quality frameworks, and capability development programmes at scale.
• Demonstrated ability to bridge strategy with execution, operationalising new models and embedding innovation into delivery.
• Strong leadership presence with the ability to inspire teams through meaningful change.

Someone who exemplifies our ICP Values:

• Curious: Always learning, eager to explore endless possibilities.
• Inclusive: Diversity is our strength. Every voice matters and we can achieve more when we do it together.
• Focused: With clear vision and unwavering dedication, we progress forward and deliver excellence.
• Creative: Unleashing imagination, innovating boldly, and redefining possible.
• Trustworthy: Built on honesty, respect, and integrity we stand strong together.