We are looking for an experienced Service Process Excellence Lead  to join our Autonomous Service Management (ASM) team. The ASM offering focuses on transforming Service and Support operations through AI-driven automation, self-healing systems, and conversational agents that deliver always-on, predictive support experiences for DataOps, Model Management or IT Application support. The Process Excellence Lead will play a pivotal role in ensuring that the underlying service management processes are well-defined, efficient, and ready to leverage next-generation AI capabilities.

· Assess current IT / Support / DataOps / PlatformOps service processes (incident management, issue triaging and routing, observability etc) for efficiency, consistency, and automation opportunities

· Establish process governance, roles, and ownership for ongoing service improvements.

· Partner with AI teams to understand and translate process flows / logic into automation rules or agent behaviours

· Define and track  measurable KPIs and success metrics (MTTR, first-contact resolution, automation rate, etc.)

· Drive periodic support process reviews, RCA of inefficiencies, and continuous improvement cycles

· Contribute to creation of reusable process templates and best-practice playbooks for ASM engagements

· 12+ years in IT Service Management, or Service Transformation roles

· Expertise in ITSM frameworks (such as ITIL v4, COBIT, ISO 20000) with proven success in process assessment and re-engineering

· Strong understanding of support processes across Data Operations, Platform Operations and Application support

· Strong understanding of incident/problem/change management, and how these can be automated or optimized using AI/ML.

· Experience working with ITSM tools (ServiceNow, Jira Service Management etc)

· Excellent communication, storytelling, and presentation skills

· Knowledge of MLOps support processes is a plus.

· Familiarity with AI/ML concepts is an advantage