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Connecting Talent with Opportunity

INDIAN JOB HUB

Connecting Talent with Opportunity

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Domain Consultant – Head of Service Desk AI Transformation | AI-Driven ITSM Leadership Role in Bangalore

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Domain Consultant – Head of Service Desk AI Transformation | Bangalore

Location: Bangalore, India
Experience Required: 15 – 20 Years
Application Deadline: 31 August 2025
Job Function: Technology
Role: Senior Engineer / Domain Consultant – AI Transformation
Educational Qualification: Bachelor of Engineering (B.E.)
Job ID: 370219

About the Role

We are seeking an experienced Domain Consultant to lead the AI Transformation of the Service Desk function in a large-scale enterprise environment. This leadership role is designed for technology visionaries with 15+ years of experience in IT services, automation, and AI-driven innovation.

The ideal candidate will possess a deep understanding of IT Service Management (ITSM), cutting-edge AI tools, and enterprise-level digital transformation strategies. The position requires a balance of strategic planning, hands-on implementation, and stakeholder collaboration to ensure the service desk evolves into a proactive, intelligent, and business-aligned function.

Key Responsibilities

1. Strategic AI Transformation Roadmap

  • Define & Execute AI Strategy: Design the organization’s AI transformation roadmap for the service desk, ensuring scalability and long-term value.

  • Identify AI Opportunities: Spot potential AI-driven enhancements for incident resolution, request fulfillment, and user engagement.

  • Business Alignment: Work closely with IT and business leaders to align AI initiatives with organizational objectives and measurable business outcomes.

2. AI Technology Implementation

  • Deploy AI Solutions: Lead the implementation of AI-based tools including chatbots, virtual agents, NLP engines, and intelligent automation platforms.

  • ITSM Integration: Integrate AI capabilities into leading ITSM platforms such as ServiceNow Virtual Agent, Microsoft Copilot, and other enterprise-grade tools.

  • Data Management: Establish robust data pipelines and model training processes to ensure high performance of AI/ML systems.

  • Technology Evaluation: Continuously assess emerging AI tools and recommend adoption where applicable.

3. Process Innovation & Service Optimization

  • Automation-First Approach: Reimagine service desk workflows to leverage AI-driven automation for greater efficiency.

  • Enhanced User Experience: Deploy solutions that enable self-service, reduce resolution times, and improve end-user satisfaction.

  • Continuous Improvement: Establish KPIs to measure the success of AI interventions and refine processes based on insights.

4. Leadership & Stakeholder Collaboration

  • Global Coordination: Work with distributed teams to ensure consistent AI adoption and best practices across regions.

  • Change Management: Lead change initiatives to drive cultural acceptance of AI within IT operations.

  • Executive Communication: Present transformation progress, ROI, and business impact to senior leadership.

Must-Have Skills

  • Extensive ITSM Knowledge: Proven experience in service desk operations and ITIL-based processes.

  • AI Expertise: Hands-on knowledge of AI platforms, NLP, virtual assistants, and intelligent automation.

  • Enterprise Integration: Experience in embedding AI tools into platforms like ServiceNow and Microsoft Copilot.

  • Data & ML Understanding: Proficiency in AI/ML data pipeline design, model training, and deployment practices.

  • Strategic Vision: Ability to define technology transformation roadmaps aligned with organizational strategy.

Good-to-Have Skills

  • Experience with cloud-native AI services (AWS, Azure AI, Google Cloud AI).

  • Exposure to cybersecurity implications of AI-powered IT operations.

  • Certification in ITIL, AI/ML, or ITSM platform administration.

  • Proven record in service automation projects at scale.

Qualifications & Experience

  • Education: Bachelor of Engineering (B.E.) or equivalent in Computer Science, Information Technology, or related field.

  • Experience:

    • 15 – 20 years in IT service management, digital transformation, or related domains.

    • Minimum 5 years in AI-driven transformation projects for IT operations or service desk.

Key Competencies

  1. AI-Driven Innovation – Ability to conceptualize and execute cutting-edge AI strategies that transform IT services.

  2. Process Transformation – Skilled in identifying inefficiencies and implementing AI-based solutions for measurable improvements.

  3. Stakeholder Engagement – Comfortable working with executives, IT teams, and business units to ensure buy-in.

  4. Technical Leadership – Capable of guiding technical teams through complex AI integrations.

  5. Business Impact Orientation – Focus on delivering tangible improvements in service quality and operational efficiency.

Role Impact – Measurable Outcomes

As the Head of Service Desk AI Transformation, you will drive initiatives that result in:

  • Faster Incident Resolution – Reduction in average resolution time through AI-assisted diagnostics.

  • Higher Self-Service Adoption – Increased user engagement with AI chatbots and virtual agents.

  • Operational Cost Savings – Reduced reliance on manual interventions through automation.

  • Improved Service Quality – Consistent and accurate responses to end-user queries, powered by AI insights.

Why Join Us?

  • Pioneering Role: Be at the forefront of AI adoption in IT operations, shaping the future of enterprise service desks.

  • Leadership Platform: Influence organizational direction and drive global-scale transformation.

  • Innovation-Driven Culture: Collaborate with forward-thinking teams in a technology-first environment.

  • Impactful Work: Deliver measurable results that enhance both IT performance and business outcomes.

Ideal Candidate Profile

You are a visionary leader who understands both the business value and technical intricacies of AI. You combine strategic foresight with hands-on experience in implementing AI-powered IT service solutions. You thrive in environments where innovation, process excellence, and stakeholder collaboration come together to deliver transformative results.

Application Process

To apply for this role:

  1. Review the qualifications and ensure your experience aligns with AI-driven service desk transformation.

  2. Prepare a resume highlighting achievements in AI/ML implementations, ITSM optimization, and leadership roles.

  3. Submit your application before 31 August 2025.

Conclusion

The Domain Consultant – Head of Service Desk AI Transformation role offers an exceptional opportunity to lead large-scale AI initiatives that redefine IT service delivery. If you have 15+ years of IT leadership experience, deep AI expertise, and a passion for innovation, this is your chance to make a lasting impact on enterprise technology operations.

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