AIOps & Automation Process Ownership
- Define and own the end-to-end AIOps and Automation operating model across IT Operations
- Establish policies, standards, and frameworks for AIOps adoption and governance
- Define process flows across all stages of AIOps journey (data ingestion correlation prediction automation self-healing)
- Ensure strong integration with core ITSM processes such as Incident, Problem, Change, Release, and CMDB
- Drive adoption of automation-first and intelligence-led ways of working
AIOps Transformation Leadership
- Own and drive the AIOps transformation roadmap aligned to IT&D strategy
- Lead transition from reactive operations to predictive and proactive service management
- Identify opportunities to reduce:
o MTTR (Mean Time to Resolve)
o Incident volumes
o Manual interventions
- Enable self-healing and autonomous operations capabilities
AIOps Governance Forum Ownership
- Establish and lead the AIOps & Automation Governance Forum
- Define governance structure including intake, evaluation, prioritisation, and approval of use cases
- Ensure all AIOps / automation ideas are:
o Qualified based on business value, feasibility, and ROI
o Prioritised in line with strategic objectives
- Track implementation progress and value realisation of approved initiatives
- Provide governance over pipeline, backlog, and benefits tracking
Vendor & SIAM Governance
- Operate within a SIAM model, ensuring alignment across multiple service providers
- Hold vendors accountable for:
o Delivery of AIOps and automation initiatives
o Process adherence and quality
o Realisation of committed benefits
- Drive collaboration across vendors to deliver cross-functional automation use cases
- Conduct regular governance reviews and performance checkpoints
Automation & Use Case Lifecycle Management
- Define lifecycle for AIOps and automation use cases (ideation build deploy measure optimise)
- Standardise approach for:
o Use case documentation
o Value tracking (cost savings, efficiency gains, service improvement)
o Reusability and scaling
- Promote reuse of automation assets and patterns across IT landscape
Performance, Analytics & Value Realisation
- Define KPIs and success metrics for AIOps adoption and value realisation
- Track metrics such as:
o Automation coverage
o Reduction in incident volumes
o MTTR improvement
o Cost savings and productivity gains
- Leverage ServiceNow, monitoring tools, and Power BI dashboards for insights
- Provide regular executive reporting on transformation progress and outcomes
Stakeholder Management & Adoption
- Act as the global SME and evangelist for AIOps and Automation
- Drive cultural change towards automation-first mindset across IT&D
- Collaborate with:
o ITSM process owners
o ServiceNow platform teams
o Engineering and operations teams
o Vendors and partners
- Lead training, awareness, and adoption initiatives
