Overview
Lead the transformation of IT Service Management (ITSM) through the integration of autonomous and agentic AI, supported by strong governance and oversight. This role drives the adoption and integration of AI across ITSM processes to enable intelligent, self-directed service operations while providing robust oversight of AI services and assets.
Key Responsibilities
- Define and lead the enterprise strategy for agentic AI within IT Service Management (ITSM).
- Architect end-to-end agentic AI solutions and guide their integration into ITSM and enterprise platforms.
- Establish the technical vision for AI agent infrastructure and AI-enabled ITSM capabilities.
- Drive the adoption of Retrieval-Augmented Generation (RAG), fine-tuning, and advanced prompting strategies.
- Lead the deployment of AI-powered automation across enterprise ITSM functions.
- Integrate agentic AI capabilities with enterprise platforms.
- Collaborate with DevOps, Site Reliability Engineering (SRE), and IT operations teams.
- Champion the use of AI to advance ITSM maturity and enhance IT service management processes.
- Establish and maintain a comprehensive AI governance framework aligned with ITSM governance models.
- Define guardrails, safety mechanisms, human oversight protocols, and operational controls for Ai-enabled ITSM processes.
- Lead compliance efforts related to AI data privacy, model transparency, bias mitigation, and security.
- Maintain an AI asset registry and oversee the responsible management of AI models, agents, and associated data assets.
- Monitor the rapidly evolving landscape of frontier AI and translate emerging capabilities into institutional strategy and AI-enabled ITSM roadmap priorities.
- Monitor advancements in AI and translate them into practical ITSM use cases.
- Evaluate, pilot, and scale new AI capabilities, tools, platforms, and methodologies.
- Foster a culture of experimentation and learning.
- Develop and maintain a multi-year strategic AI-enabled ITSM roadmap.
- Serve as a senior strategic advisor to ITS leadership and institutional executives on AI-enabled ITSM.
- Lead and mentor cross-functional teams of AI engineers, architects, data scientists, and service management professionals.
- Define and monitor KPIs and metrics to assess ITSM and AI performance.
- Drive change management, training, and capacity-building programs.
- Represent the World Bank Group in external AI forums, communities of practice, and vendor engagements.
Required Experience
- Minimum of 8 years of relevant experience with a Master’s degree in Computer Science, Artificial Intelligence, Data Science, Information Technology, or a related field.
- Minimum of 10 years of relevant experience with a bachelor’s degree in a related field.
- Demonstrated hands-on experience designing, building, and deploying agentic AI systems, including autonomous agents, multi-agent frameworks, and LLM-powered workflows, within enterprise or large-scale environments.
- Deep proficiency with large language models (e.g., GPT-4, Gemini, Claude), prompt engineering, retrieval-augmented generation (RAG) architectures, fine-tuning approaches, and agent reasoning frameworks such as LangChain, LangGraph, AutoGen, CrewAI, or equivalent technologies.
- Proven experience designing and operationalizing AI governance frameworks, including model risk management, responsible AI principles, human-in-the-loop controls, and regulatory compliance.
- Extensive experience integrating AI and automation capabilities with enterprise platforms, APIs, and cloud-native AI services such as Azure AI Studio, AWS Bedrock, or Google Vertex AI.
- Demonstrated ability to define and execute enterprise AI strategies, including roadmap development, executive stakeholder engagement, and cross-functional leadership.
- Exceptional ability to communicate complex AI concepts to non-technical stakeholders, influence institutional priorities, and drive organizational change.
- Experience with ITSM processes (Incident, Change, Problem, and Asset Management) and familiarity with ITIL® v4 frameworks, particularly in the context of AI-enabled service operations.
- Familiarity with ServiceNow ITSM modules, including workflow automation, platform configuration, and AI/ML capabilities within the platform.
- Experience working with DevOps and Site Reliability Engineering (SRE) practices, CI/CD pipelines, and AIOps platforms.
- Familiarity with SAFe, Scrum, or other Agile delivery methodologies.
Qualifications
- Master’s degree in Computer Science, Artificial Intelligence, Data Science, Information Technology, or a related field.
- Bachelor’s degree in a related field.
- AI/ML Certification (one or more of the following): Microsoft Certified: Azure AI Engineer Associate, Google Cloud Professional Machine Learning Engineer, AWS Certified Machine Learning – Specialty, Certified Artificial Intelligence Professional (CAIP) or equivalent recognized AI certification.
- Responsible AI / AI Governance: Completion of a recognized AI ethics, governance, or responsible AI certification (e.g., IAPP AI Governance Professional (AIGP), IBM AI Ethics certification, or equivalent).
- Generative AI & LLM-Specific Certifications: DeepLearning.AI – Generative AI with Large Language Models, Microsoft Certified: Azure AI Fundamentals (AI-900) or AI-102, Prompt Engineering or LLM Operations (LLMOps) professional credentials.
- ITIL v4 Foundation or higher (valued as supporting knowledge).
- ServiceNow Certified System Administrator (CSA) (valued as supporting knowledge).
- SAFe Agilist or equivalent agile framework certification.
- Azure DevOps, AIOps, or SRE-related certifications.
