Job Purpose
The IT Process & AI Lead will drive IT process engineering, governance, and the enterprise-wide AI/ML strategy for NexiServeIT. The role focuses on optimizing operating models, standardizing processes, and embedding automation and AI tools (e.g., Copilot, Gemini, predictive analytics) to build a data-driven, efficient, and future-ready IT function.
Key Responsibilities
IT Process Engineering & Governance
- Define, document, and optimize IT service management processes (incident, problem, change, release, asset, and compliance).
- Establish RACI matrices, workflows, and governance models for IT Shared Services.
- Implement continuous improvement frameworks (Lean, Six Sigma, ITIL v4).
AI/ML Strategy & Implementation
- Define and execute the AI/ML roadmap for IT Shared Services.
- Deploy AI-powered ITSM platforms for event correlation, predictive incident resolution, and automated problem management.
- Integrate AI tools (Copilot, Gemini, custom ML models) to optimize reporting, SLA tracking, and decision-making.
- Explore opportunities for generative AI in knowledge management, end-user support, and automation.
Compliance & Audit Readiness
- Align IT processes with UAE regulations (MoHRE, GDRFA, ADDED) and international standards (ISO 27001, SOC2).
- Ensure audit-readiness for IT processes, security controls, and AI-driven workflows.
- Maintain robust governance dashboards for senior leadership.
Vendor & Technology Management
- Evaluate, select, and implement AI and automation tools that align with the group's IT and business needs.
- Manage relationships with technology partners, AI/ML vendors, and system integrators.
- Drive cost efficiencies through automation-led process consolidation.
People Leadership & Capability Building
- Lead a cross-functional team of process engineers, automation specialists, and AI analysts.
- Develop training programs to upskill IT staff on AI/ML, process optimization, and automation.
- Build a culture of innovation and continuous improvement across IT Shared Services.
Business & External Enablement
- Partner with Finance, HR, Legal, and Strategy teams to embed AI in enterprise processes (budgeting, procurement, compliance).
- Support NexiServeIT's Go-to-Market vision by designing scalable, AI-enabled processes for external customers.
