TCS Hiring for Head of Service Desk AI Transformation_PAN IndiaTata Consultancy Services • Kochi, IN

TCS Hiring for Head of Service Desk AI Transformation_PAN India

Tata Consultancy Services • Kochi, IN

5 hours ago

Job description

Job Title : Head of Service Desk AI Transformation_PAN India

Location : PAN India

Experience : 15 to 20 Years

Job Description :

Required Qualifications :

Bachelor’s or Master’s degree in Computer Science, Data Science, or a related field.
15+ years of experience in IT service desk, with 3–5 years in AI / automation leadership.
Proven track record of implementing AI solutions in enterprise environments.

Preferred Skills & Certifications :

Certifications in ITIL v4, AI / ML, DevOps, Python, NodeJS etc.

Hands-on experience with ServiceNow, Microsoft Power Platform, Genesys Cloud CX or similar tools.

Strong understanding of AI ethics, governance, and Data Security / Legal contracts management.

Excellent leadership, communication, and stakeholder engagement skills.

Knowledge & experience on deployment of Agentic AI use cases for ITSM, Contact Centre, DeX solutions

Key Responsibilities :

Strategy & Vision :

Define and execute the AI transformation roadmap for the service desk.

Identify opportunities for AI-driven improvements in incident resolution, request fulfillment, and user engagement.

Collaborate with IT and business leaders to align AI initiatives with organizational goals.

Technology Implementation

Lead the deployment of AI tools such as chatbots, virtual agents, NLP engines, and intelligent automation platforms.

Integrate AI capabilities into ITSM platforms (e.g., ServiceNow Virtual Agent, Microsoft Copilot).

Ensure robust data pipelines and model training processes for AI / ML systems.

Process Innovation

Redesign service desk workflows to incorporate AI and automation.

Drive shift-left strategies using AI to empower self-service and reduce ticket volumes.

Implement predictive analytics for proactive incident and problem management.

Team Leadership & Change Management

Build and lead a cross-functional team of AI engineers, data scientists, and service desk professionals.

Promote a culture of innovation, experimentation, and continuous learning.

Manage change across the organization, ensuring smooth adoption of AI solutions.

Performance & Governance

Define KPIs to measure AI impact (e.g., resolution time reduction, user satisfaction, automation rate).

Ensure compliance with data privacy, security, and ethical AI standards.

Report progress and insights to executive leadership.

Kind Regards,

Priyankha M

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