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Tata Consultancy Services
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Head of Service Desk AI Transformation

Head of Service Desk AI Transformation

Tata Consultancy Services

12 - 20 years

25 - 40 Lacs

hyderabad pune bengaluru

Posted:-1 days ago| Platform:

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Skills Required

ai transformation service desk digital transformation change management itsm process excellence itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

AI Strategy & Vision

Define and execute the AI transformation roadmap for the service desk.

Identify opportunities for AI-driven improvements in incident resolution, request fulfillment, and user engagement.

Collaborate with IT and business leaders to align AI initiatives with organizational goals.

Technology Implementation

Lead the deployment of AI tools such as chatbots, virtual agents, NLP engines, and intelligent automation platforms.

Integrate AI capabilities into ITSM platforms (e.g., ServiceNow Virtual Agent, Microsoft Copilot).

Ensure robust data pipelines and model training processes for AI/ML systems.

Process Innovation

Redesign service desk workflows to incorporate AI and automation.

Drive shift-left strategies using AI to empower self-service and reduce ticket volumes.

Implement predictive analytics for proactive incident and problem management.

Team Leadership & Change Management

Build and lead a cross-functional team of AI engineers, data scientists, and service desk professionals.

Promote a culture of innovation, experimentation, and continuous learning.

Manage change across the organization, ensuring smooth adoption of AI solutions.

Performance & Governance

Define KPIs to measure AI impact (e.g., resolution time reduction, user satisfaction, automation rate).

Ensure compliance with data privacy, security, and ethical AI standards.

Report progress and insights to executive leadership.

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Tata Consultancy Services

Information Technology and Consulting

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