AI - Lead Service Intelligence Autonomous Controls

We are currently seeking an experienced professional to join our team in the role of AI - Lead Service Intelligence Autonomous Controls/Senior Associate Director

In this role, you will:

• Own the strategy and execution for AI-led Service Level Intelligence across SLAs, SLOs, SLIs, XLAs, operational performance, control health, and executive service reporting.
• Move Service Level Management from static reporting to predictive and proactive intelligence, identifying early warning signals before SLA/SLO degradation or breach.
• Design and implement AI-augmented SLM control models including anomaly detection, breach prediction, risk scoring, service health correlation, control exceptions, and automated remediation triggers.
• Partner with ITSM, Observability, Platform, Network, Infrastructure, Application, SRE, and Service Owners to define meaningful SLIs/SLOs aligned to business service outcomes.
• Lead the development of autonomous SLM workflows, including automated breach prevention alerts, service degradation recommendations, control validation, and operational follow-up.
• Build executive-level AI insights for service performance, resilience risk, service ownership, customer impact, trend analysis, and control effectiveness.
• Define service level governance, control standards, escalation models, and accountability mechanisms across technology service lines.
• Work closely with data, AI, and engineering teams to convert service telemetry and ITSM data into actionable intelligence; driving adoption of AI-powered dashboards, natural language insights, and decision-support capabilities for senior leadership.

To be successful in this role, you should meet the following requirements:

• Strong understanding of Service Level Management and SLA/SLO/SLI frameworks, ITSM, observability, incident/change/problem management, operational controls, and service performance governance.
• Ability to translate operational metrics into business service impact and executive-level insights.
• Working knowledge of AI/ML, predictive analytics, anomaly detection, GenAI-based reporting, agentic workflows, and autonomous operations concepts.
• Experience designing control frameworks, service dashboards, risk indicators, operational scorecards, and performance governance.
• Strong stakeholder management across senior technology leaders, service owners, platform teams, and operational functions.
• Experience implementing proactive monitoring and exception management approaches to reduce SLA/SLO breaches.
• Ability to define governance, escalation, and accountability mechanisms across service lines.
• Proven ability to convert telemetry and ITSM data into actionable insights and decision-support outputs for leadership.