Note: The job is a remote job and is open to candidates in USA. Accenture Federal Services is hiring an AI Operations Team Lead to oversee a small team monitoring and improving AI capabilities that support its Service Desk. The role manages operational processes and reporting, drives enhancements and projects, and coordinates with technical and functional teams.
Responsibilities
- Create and enhance reporting and dashboards related to AI Service Desk capabilities such that they are actionable and provide opportunities for improvement
- Create and manage operational processes for AI Service Desk capabilities based on outputs of dashboards and reporting
- See through enhancement opportunities of AI solution from design to implementation by working with other teams or completing the work within this team
- Work closely with technical teams implementing new Service Desk capabilities to stay on top of technical advancements
- Work closely with functional teams to develop a deep understanding of the support areas which are served by the AI solutions being monitored
- Adopt continuous improvement mindset to make regular small tweaks
- Lead and mentor a small team (1 direct report) while collaborating with a larger operational group
- Drive projects and activities independently from initiation through to completion
- Apply critical thinking and process excellence to optimize and improve operational workflows
- Stay curious and continuously learn about new AI technologies and AFS deployments
- Adapt quickly to changes in technology and operational requirements
- Ensure effective project management and timely delivery of operational support for AI initiatives
- Maintain general awareness of AI trends and AFS-specific AI solutions
- Escalate issues appropriately to leadership
Skills
- Strong critical thinking and process optimization
- Experience creating, managing, monitoring and enhancing reporting and dashboards. This could include in Service Now, Claude Code, or other tools
- Intermediate or advanced skills in Microsoft Excel
- Experience analyzing large data sets
- Ability to collaborate with leadership and other teams
- Experience leading and mentoring a small team
- Familiarity with project management methodologies
- Ability to get work done even if it's in small incremental steps focused
- Mindset for continuous improvement
- Work independently
- Problem‑solving mindset & Adaptable
- Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States
- Exposure to process improvement methodology (e.g., Lean, Six Sigma)
- Experience with IT service management platforms such as ServiceNow
- Understanding of AI deployment components including: + Virtual Agent + Voice AI + Workflow automation tools + Performance monitoring solutions
Benefits
- Collaborative and caring community
- Hands-on experience, certifications, and industry training
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