TCS Hiring for Head of Service Desk AI Transformation_PAN India

Job Title: Head of Service Desk AI Transformation_PAN India

Location: PAN India

Experience: 15 to 20 Years

Job Description:

Required Qualifications:

• Bachelors or Masters degree in Computer Science, Data Science, or a related field.
• 15+ years of experience in IT service desk, with 35 years in AI/automation leadership.
• Proven track record of implementing AI solutions in enterprise environments.

Preferred Skills & Certifications:

• Certifications in ITIL v4, AI/ML, DevOps, Python, NodeJS etc.
• Hands-on experience with ServiceNow, Microsoft Power Platform, Genesys Cloud CX or similar tools.
• Strong understanding of AI ethics, governance, and Data Security/Legal contracts management.
• Excellent leadership, communication, and stakeholder engagement skills.
• Knowledge & experience on deployment of Agentic AI use cases for ITSM, Contact Centre, DeX solutions

Key Responsibilities:

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.

Kind Regards,

Priyankha M