The Generative AI BAU Service Manager is responsible for ensuring reliable, secure, scalable, and business-aligned operations for GenAI solutions across the organization.
The ideal candidate will manage day-to-day AI service delivery, incident/problem/change management, vendor coordination, compliance adherence, user adoption, platform optimization, and operational excellence for Haleon’s enterprise GenAI ecosystems.
The role ensures the stability, reliability, and performance of deployed Generative AI applications and models. Also plays an important role in onboarding new AI tools / services in Haleon.
The role requires strong collaboration across Business users, IT, Data, Security, Legal, Compliance, and AI Engineering teams (data science/DevOps/Machine Learning Engineering) to ensure stable and responsible AI operations.
Key responsibilities:
Service Management & Operations
Own end-to-end BAU operations for enterprise GenAI platforms and Applications, copilots, AI assistants, and AI-enabled business applications.
Ensure high availability, reliability, performance, and scalability of GenAI services and Manage L2/ L3 Operations of the GenAI Operations Team.
Monitor AI platform usage, system health, response quality, latency, and operational risks.
Oversee incident, problem, change, and release management , applying ITIL best practices.
Govern production changes, releases, model updates, prompt changes, and AI configuration deployments.
AI Governance & Responsible AI
Ensure compliance with Responsible AI policies, data privacy standards, cybersecurity controls, and regulatory requirements.
Monitor AI risks including hallucinations, bias, toxic outputs, model drift, and unauthorized usage.
Technical Leadership & Hands ‑ On Contribution
Release & Environment Management
Support CI/CD pipelines, automation, and controlled promotion across DEV, QA, and PROD environments.
People & Vendor Management
Lead, mentor, and develop a team of Gen AI BAU Operations, including permanent staff, contractors, and strategic partners.
Risk, Governance & Stakeholder Engagement
Ensure risks and issues related to owned platforms, programmes, and projects are identified, recorded, and actively managed .
Qualifications & Skills:
We are looking for professionals with these required skills to achieve our goals:
Strong Hands-on expertise in:
deployment, implementation, operations and service delivery of Generative AI and Large Language Models (LLMs) like gpt4.o, 4.1 and 5.x (Must).
Strong understanding of Understanding of cloud infrastructure, networking, IAM, and enterprise security.
CI/CD implementation using:
Strong focus on Service Improvement Initiatives, Quality of Service, Compliance adherence, Security of data and IT resources.
Experience Required:
Minimum 10 years’ experience in IT Operations Management, Data Platform Operations Management, Technical Service Delivery or a related role with at least 3+ years supporting AI/GenAI platforms and services.
Familiarity with Haleon Quality System principles, policies, procedures, and standards is preferred.
