AI Service Management Transformation Lead

Responsibilities

• Define and lead the enterprise strategy for agentic AI within IT Service Management (ITSM), including the design of autonomous AI agents and multi-agent orchestration systems.
• Architect end-to-end agentic AI solutions spanning planning, tool use, and memory, integrating them into enterprise workflows like Incident, Problem, and Change Management.
• Lead the deployment of AI-powered automation, transitioning from rule-based systems to autonomous, context-aware service management workflows.
• Establish a comprehensive AI governance framework, defining guardrails, safety mechanisms, and human-in-the-loop protocols to ensure ethical and compliant operations.
• Collaborate with DevOps and SRE teams to embed AI agents into CI/CD pipelines and AIOps toolchains.
• Serve as a senior strategic advisor to leadership on AI-enabled ITSM and responsible innovation.

Requirements

• Master's degree in Computer Science, AI, Data Science, or a related field with 8+ years of experience, OR a Bachelor's degree with 10+ years of experience.
• Hands-on experience designing, building, and deploying agentic AI systems and multi-agent frameworks in large-scale environments.
• Deep proficiency with LLMs (e.g., GPT-4, Claude), prompt engineering, RAG architectures, and frameworks such as LangChain, LangGraph, or AutoGen.
• Proven experience in AI governance, including model risk management, bias mitigation, and responsible AI principles.
• Extensive experience integrating AI capabilities with enterprise platforms and cloud services like Azure AI Studio or AWS Bedrock.

Preferred Qualifications

• Experience with ITSM processes and familiarity with ITIL v4 frameworks.
• Familiarity with ServiceNow ITSM modules and workflow automation.
• Experience with DevOps, SRE practices, and AIOps platforms.
• Knowledge of Agile delivery methodologies such as SAFe or Scrum.
• Relevant certifications in AI/ML (Azure AI Engineer, Google Professional ML Engineer) or AI Governance (IAPP AIGP).

About the Company

The World Bank Group is a unique partnership of five global institutions dedicated to ending poverty, increasing shared prosperity, and promoting sustainable development. We use data, research, and technology to develop solutions to the most urgent global challenges across 189 member countries.