About the Role :

The role lies with "Workplace Services", a department within IF&S that offers products and services for specific technical needs. You will work within a completely agile environment, organized in squads and chapters.

Key Responsibilities :

AI Strategy & Roadmap Ownership :

- Define and own the strategy for embedding AI into incident management across Global Workplace Hardware Services.

- Identify and prioritise high-value AI use cases (intelligent routing, predictive incident prevention, automated resolution, self-service deflection).

- Build business cases with clear targets and ROI justification.

- Act as key partner to the Product Owner and senior stakeholders on AI investment decisions and operational efficiency.

Incident Management & Service Operations :

- Lead end-to-end incident management - detection, triage, resolution, and post-incident review.

- Take overall responsibility for INC queue performance and steer it towards AI-supported, increasingly automated handling.

- Handle high-priority incident and escalation management, root cause analysis (RCA), and proactive risk mitigation.

Cross-Functional Collaboration & Stakeholder Management :

- Coordinate cross-functional teams (dev, ops, support) during major incidents following ITIL best practices.

- Collaborate with the Product Owner to align incident response with squad goals, prioritize features, and remove delivery blockers.

- Steer implementation with platform teams, IT, and external providers.

KPI Management & Reporting :

- Set and own target KPIs: MTTR, SLA compliance, automation rate, ticket deflection, and cost per incident.

- Develop and maintain ServiceNow reporting dashboards.

- Report progress to management with data-driven insights.

Qualifications :

- Degree in IT, business informatics, engineering or a related field.

- 7+ years in IT service operations or service management, including at least 3 years leading AI, automation or digital transformation initiatives.

- Proven track record of delivering measurable efficiency gains through AI or automation at scale.

- Strong understanding of ServiceNow ITSM and its AI capabilities (Now Assist, Predictive Intelligence, Virtual Agent).

- Solid grasp of AI and generative AI concepts, business potential, and risks.

- Experience with AI governance and regulatory requirements (EU AI Act, GDPR, DORA).

- ITIL 4 certification preferred.

- Excellent English communication skills; German is an advantage.