Head of Service Desk AI Transformation

Tata Consultancy Services

15 - 20 years

25 - 30 Lacs

pune

Posted:2 weeks ago| Platform:

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Skills Required

ai automation data pipelines ai strategy servicenow itsm ai tools analytics nlp user engagement predictive analytics itsm platforms ml

Work Mode

Work from Office

Job Type

Full Time

Job Description

Head of Service Desk AI Transformation - Job Description Head of Service Desk AI Transformation

Job Function:
Technology
Role:
Consultant
Desired Skills:
Service Desk
Qualifications:
Bachelor of Engineering

Job Responsibilities

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.

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