Head of Service Desk
TCS
12 - 20 years
Bengaluru
Posted: 25/08/2025
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. |
About Company
Tata Consultancy Services (TCS) is one of the largest multinational IT services and consulting companies in the world, headquartered in Mumbai, India. It operates in over 50 countries and is a part of the Tata Group, India's largest business conglomerate. TCS offers a wide range of services including software development, consulting, digital transformation, and business solutions, serving industries such as finance, healthcare, retail, and telecommunications. Known for its global reach, technological expertise, and innovation, TCS is consistently ranked among the top IT services companies globally.
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