IT&D Manager, Service Management - AI Ops / Automation

Job description

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege. ## **Information Technology & Digital** In IT and D, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products. Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen. Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches. ## **About the role** As the IT&D Manager – Service Management (AIOps & Automation), you will act as the global Process Owner for AIOps and Automation within a SIAM (Service Integration and Management) model. You will be accountable for driving the end-to-end transformation of IT Operations towards an AIOps-enabled operating model, ensuring governance, value realisation, and adoption across IT&D and its partner ecosystem. You will own the AIOps governance forum, responsible for qualifying, prioritising, and tracking automation and AIOps initiatives, ensuring measurable business outcomes and operational efficiency improvements. This role is focused on process ownership, governance, and transformation leadership. ## **Your responsibilities** Key Responsibilities: AIOps & Automation Process Ownership - Define and own the end-to-end AIOps and Automation operating model across IT Operations - Establish policies, standards, and frameworks for AIOps adoption and governance - Define process flows across all stages of AIOps journey (data ingestion correlation prediction automation self-healing) - Ensure strong integration with core ITSM processes such as Incident, Problem, Change, Release, and CMDB - Drive adoption of automation-first and intelligence-led ways of working AIOps Transformation Leadership - Own and drive the AIOps transformation roadmap aligned to IT&D strategy - Lead transition from reactive operations to predictive and proactive service management - Identify opportunities to reduce: o MTTR (Mean Time to Resolve) o Incident volumes o Manual interventions - Enable self-healing and autonomous operations capabilities AIOps Governance Forum Ownership - Establish and lead the AIOps & Automation Governance Forum - Define governance structure including intake, evaluation, prioritisation, and approval of use cases - Ensure all AIOps / automation ideas are: o Qualified based on business value, feasibility, and ROI o Prioritised in line with strategic objectives - Track implementation progress and value realisation of approved initiatives - Provide governance over pipeline, backlog, and benefits tracking Vendor & SIAM Governance - Operate within a SIAM model, ensuring alignment across multiple service providers - Hold vendors accountable for: o Delivery of AIOps and automation initiatives o Process adherence and quality o Realisation of committed benefits - Drive collaboration across vendors to deliver cross-functional automation use cases - Conduct regular governance reviews and performance checkpoints Automation & Use Case Lifecycle Management - Define lifecycle for AIOps and automation use cases (ideation build deploy measure optimise) - Standardise approach for: o Use case documentation o Value tracking (cost savings, efficiency gains, service improvement) o Reusability and scaling - Promote reuse of automation assets and patterns across IT landscape Performance, Analytics & Value Realisation - Define KPIs and success metrics for AIOps adoption and value realisation - Track metrics such as: o Automation coverage o Reduction in incident volumes o MTTR improvement o Cost savings and productivity gains - Leverage ServiceNow, monitoring tools, and Power BI dashboards for insights - Provide regular executive reporting on transformation progress and outcomes Stakeholder Management & Adoption - Act as the global SME and evangelist for AIOps and Automation - Drive cultural change towards automation-first mindset across IT&D - Collaborate with: o ITSM process owners o ServiceNow platform teams o Engineering and operations teams o Vendors and partners - Lead training, awareness, and adoption initiatives ## **The experience we're looking for** Required Experience - Significant experience (typically 15+ years) in IT Operations / IT Service Management / SIAM - Proven experience in implementing or driving AIOps transformation in large enterprises - Hands-on exposure across different stages of AIOps maturity journey - Experience working in global, multi-vendor managed service environments - Strong background in process ownership, governance, and transformation leadership \\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_ Technical & Functional Expertise Strong understanding of: o AIOps concepts (event correlation, anomaly detection, predictive analytics, root cause analysis, automation) o IT operations tooling landscape (monitoring, observability, ITSM platforms) Experience with: o Automation technologies (work