AI Program Manager

AI Program Manager ROLE OVERVIEW We are seeking a seasoned and strategic Program Manager to lead a portfolio of AI, Generative AI, and Agentic AI transformation initiatives across IT Operations. This role is pivotal in driving intelligent automation, cognitive operations, and AI-enabled service excellence across the enterprise IT landscape spanning Service Desk, Infrastructure, Cloud & Network Operations, Datacenter, and Application Support. The ideal candidate brings deep program management expertise, a clear grasp of AI/ML transformation patterns, and exceptional leadership acumen to navigate complex global stakeholder environments. KEY RESPONSIBILITIES Own and govern the end-to-end program lifecycle for AI and Gen AI initiatives across IT Operations domains, ensuring alignment to enterprise strategy, scope, schedule, cost, and quality. Drive transformation programs leveraging Agentic AI, LLM-based automation, AIOps, and intelligent service management to modernize IT Operations at scale. Establish and maintain robust program governance frameworks: steering committees, risk registers, RAID logs, escalation paths, and executive dashboards. Collaborate with and influence Senior Leadership, VP-level, Senior Director leve and global senior leadership through compelling business cases, program updates, and strategic roadmap presentations. Orchestrate cross-functional, geographically dispersed teams spanning IT Ops, Data Science, Platform Engineering, Business Units, and third-party vendors/SI partners. Define and track KPIs, OKRs, and value realization metrics translating AI outcomes into quantifiable operational impact (cost reduction, MTTR, ticket deflection, SLA improvement). Lead change management and adoption strategies to embed AI capabilities into IT Ops workflows, processes, culture. Manage vendor relationships, contracts, and delivery accountability for AI platform and solution providers. Identify, assess, and proactively mitigate program risks across technical, organizational, and geopolitical dimensions. REQUIRED QUALIFICATIONS 15+ years of program/project management experience, with at least 8+ years leading large-scale, complex transformation programs in an IT environment. Proven track record managing AI Gen AI Agentic AI, Automation, or Digital Transformation programs — ideally within IT Operations, AIOps, or ITSM/ITOM domains. Demonstrated experience working in global organizations with multi-geography, multi-cultural stakeholder ecosystems. Strong executive presence with experience presenting to Senior VPs, and Global Leadership teams — ability to distill complex technical narratives into crisp strategic insights. Deep understanding of IT Operations domains: Service Desk, Infrastructure, Cloud (AWS/Azure/GCP), Network, Datacenter, and Application Maintenance & Support. Solid familiarity with AI/ML concepts, Generative AI (LLMs, RAG, Copilots), Agentic AI frameworks, and their application to IT Ops use cases. Experience with ITSM platforms (ServiceNow,) and AIOps tools (Splunk ITSI, Dynatrace, etc.) is strongly preferred. PMP, PgMP, SAFe, PRINCE2, or equivalent program management certification required. Proficiency with program management tools: MS Project, Jira, Confluence, Power BI / Tableau for reporting. MBA or master’s degree in computer science, Information Systems, Engineering, or related discipline. Experience with AI governance, responsible AI frameworks, and enterprise AI ethics and compliance. Background in IT Outsourcing (ITO) or Managed Services environments, managing multi-vendor ecosystems. Exposure to hyperscale AI services: Azure OpenAI, AWS Bedrock, Google Vertex AI. Familiarity with IT Financial Management (TBM) and delivering ROI-driven business cases. This role requires exceptional judgment, intellectual curiosity, and the passion to harness AI as a force multiplier for IT Operations excellence. CORE COMPETENCIES Leadership & Stakeholder Management Executive-level communication & storytelling Conflict resolution & stakeholder alignment Global team leadership & matrix management Technical & Delivery Acumen AI/Gen AI program delivery & governance Agile / Hybrid / Waterfall delivery models Risk management & benefits realization