TCS Hiring for Head of Service Desk AI Transformation_PAN IndiaTata Consultancy Services • tirunelveli, India

No longer accepting applications

TCS Hiring for Head of Service Desk AI Transformation_PAN India

Tata Consultancy Services • tirunelveli, India

20 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

Create a job alert for this search

Hiring For Service • tirunelveli, India

Related jobs

Director - Pentesting Solutions

BreachLock, Inc. • tirunelveli, India

BIG 4 Experience highly advantageous.Job Description : Director - Pentesting Solutions.Location : India (Remote / Flexible). BreachLock is an innovative cybersecurity company featured by Gartner as a ke...Show more

Last updated: 26 days ago • Promoted

Braze Consultant

Axiom Global Technologies • tirunelveli, India

We are seeking a Braze Consultant to lead the strategic planning, setup, and optimization of customer engagement programs. This role requires strong platform expertise, marketing automation knowledg...Show more

Last updated: 2 hours ago • Promoted • New!

Bid Manager

Urvashi Computers • tirunelveli, tamil nadu, in

Urvashi Computers, with over three decades of expertise, is a leading solution provider and system integrator specializing in biometric and surveillance solutions. We offer comprehensive and tailore...Show more

Last updated: 7 hours ago • Promoted • New!

Telecalling Associate

PW (PhysicsWallah) • Tirunelveli, Tamil Nadu, India

We’re Hiring : Telecalling Associate – PW Academy (Physics Wallah) Location - South India (Tamil, Telugu, Kannada required) Department : Sales & Business Development About the Role We are lookin...Show more

Last updated: 30+ days ago • Promoted

SAP ABAP Team Lead (India - Remote)

CloudLabs Inc • tirunelveli, India

Remote

CloudLabs Inc was founded in 2014 with the mission to provide exceptional IT & Business consulting services at a competitive price, to help clients realize the best value from their investments.Wit...Show more

Last updated: 1 day ago • Promoted

Contract - Windchill Architect

KPG99 INC • tirunelveli, India

The ideal candidate will be capable of.Lead Windchill solution design, customization, and configuration efforts.Drive end-to-end development activities and ensure timely delivery.Collaborate with c...Show more

Last updated: 1 day ago • Promoted

CCH Tagetik (Immediate joiner)

ANP Consulting • tirunelveli, India

PAN India (Hybrid / Work from home).ANP Consulting is looking for an experienced Tagetik Professional to join our growing team. The ideal candidate should understand CCH Tagetik’s EPM, FPM and CPM so...Show more

Last updated: 2 hours ago • Promoted • New!

Client Acquisition Specialist – Remote (India)

Evolve Local • tirunelveli, India

Remote

EvolveLocal is a digital growth company helping businesses scale using AI voice creation, web solutions, and smart automation systems. We work with clients across industries to deliver high-quality ...Show more

Last updated: 1 day ago • Promoted

City Head - Sales

DreamWealth Realty LLP • Tirunelveli, Tamil Nadu, India

Company Description DreamWealth Realty LLP is a globally trusted real estate consulting firm known for delivering tailored solutions to meet complex client needs. With a focus on providing exception...Show more

Last updated: 5 hours ago • Promoted • New!

Head Regional Operations

DMart - Avenue Supermarts Ltd • Tirunelveli, Tamil Nadu, India

We are looking for a Regional Head - Operations for our locations in South & North.This role offers a unique opportunity to lead and grow a high-value business portfolio of approximately ₹5,000 Cr....Show more

Last updated: 10 days ago • Promoted

PHD Position

Birla Institute of Technology and Science, Pilani - Goa Campus • tirunelveli, India

Birla Institute of Technology and Science, Pilani - Goa Campus, located in Zuarinagar, South Goa, India, is an esteemed technical and science institute for higher education.It offers undergraduate ...Show more

Last updated: 2 hours ago • Promoted • New!

Generative AI Engineer

Cognizant • tirunelveli, India

We are seeking a talented and experienced AI & Generative AI Developer to join our team and help us create groundbreaking generative AI models and applications. In this role, you will work closely w...Show more

Last updated: 1 day ago • Promoted

Freelance Recruiter

SnapFind - Hire in one snap • tirunelveli, India

Calling All to become Freelancers ! Earn Big with SnapFind!.India’s most trusted recruitment platform with 15,000+ active freelance recruiters, earning massive hiring commissions! Now, you can star...Show more

Last updated: 2 hours ago • Promoted • New!

Area Service Manager

Indkal Technologies Pvt Ltd • Tirunelveli, Tamil Nadu, India

Job Title : Area Service Manager Department : Service Operations Location : PAN India (Based on Business Requirement) Reporting To : Regional Service Manager / National Service Head Employment Type...Show more

Last updated: 1 day ago • Promoted

Warehouse Executive

RmKV Silks • Tirunelveli, Tamil Nadu, India

This is a full-time on-site role for a Warehouse Executive, located in Tirunelveli.The Warehouse Executive will be responsible for overseeing daily warehouse operations, including inventory managem...Show more

Last updated: 20 days ago • Promoted

Jr. HR Executive

Dolphin Web Solution • tirunelveli, tamil nadu, in

Handle full-cycle recruitment for IT roles, including sourcing, screening, shortlisting, and coordinating interviews.Use hiring platforms like Naukri, LinkedIn, and internal databases to search and...Show more

Last updated: 3 hours ago • Promoted • New!

CEO – ELTX India

IAI - Israel Aerospace Industries • Tirunelveli, Tamil Nadu, India

Location : India Company : ELTX India (Joint Venture between ELTA and DCX Systems) Position Type : Executive Leadership ELTX India is seeking a visionary and results-driven Chief Executive Officer (C...Show more

Last updated: 28 days ago • Promoted

Generative AI Engineer

LTIMindtree • Tirunelveli, Tamil Nadu, India

Job Title : GenAI Solution Architect Location : PAN India Tech Stack : Predictive Analysis Job Summary We are seeking a strategic and hands-on GenAI Solution Architect to lead the design and imple...Show more

Last updated: 13 days ago • Promoted