Gen AI BAU Service Manager
On-siteBengaluru, Karnataka, India
Job Summary
Own end-to-end BAU operations for enterprise GenAI platforms, copilots, and AI-enabled applications, ensuring high availability, reliability, and performance. Manage L2/L3 operations, incident, problem, and change management using ITIL best practices, while overseeing 24x7 support governance and service continuity planning. Lead operational readiness for newly deployed solutions, optimize OPEX costs, and maintain SOPs, runbooks, and knowledge repositories. Ensure compliance with security, regulatory, and validation requirements across all GenAI services. Collaborate with Business users, IT, Data, Security, and AI Engineering teams to drive user adoption, monitor platform usage, and manage vendor resources. Present operational dashboards and risk reports to leadership, acting as the primary point of contact for service governance.
Required Qualifications
- Strong Hands-on expertise in: deployment, implementation, operations and service delivery of Generative AI and Large Language Models (LLMs) like gpt4.o, 4.1 and 5.x (Must)
- Supporting enterprise AI platforms and cloud ecosystems
- Azure Open AI Services (Must)
- Prompt management and AI governance
- API integrations and AI workflows
- AI monitoring and observability tools
- Security and compliance controls for AI systems
- Strong understanding of LLMOps / MLOps operational frameworks
- Strong understanding of cloud infrastructure, networking, IAM, and enterprise security
- Strong understanding of Data Security, Privacy, Governance and Compliance
- Strong Experience in Incident, Change and Problem Management with ITIL best practices
- Disaster recovery and resilience
- Quality and compliance adherence
- CI/CD implementation using: Git‐based source control
- Azure DevOps or GitHub
- Proven people leadership and team management capabilities
- Strong stakeholder management and communication skills, with the ability to influence across technical and non‐technical audiences
- Excellent analytical and problem‐solving skills with a pragmatic, delivery‐focused mindset
- Ability to operate effectively in a fast‐paced, highly regulated, matrix organisation
- Strong understanding of business objectives and operational priorities
- Strong focus on Service Improvement Initiatives, Quality of Service, Compliance adherence, Security of data and IT resources
- Fluent written and spoken English
- Minimum 10 years' experience in IT Operations Management, Data Platform Operations Management, Technical Service Delivery or a related role
- at least 3+ years supporting AI/GenAI platforms and services
- Proven record of transitioning atleast 2 major AI projects in to Transition
- Strong experience in operationalizing and managing large AIOps / MLOps platforms
- Exposure to AI governance frameworks and Responsible AI practices
- Excellent understanding and proven track record of establishing ITIL and Agile principles in a large organization
- Proven experience managing teams and leading enterprise‐scale Data Science / AI / GenAI initiatives
- Experience operating within regulated environments with strong understanding of Quality, Data Security and compliance expectations
Desired Qualifications
- Familiarity with Haleon Quality System principles, policies, procedures, and standards
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