Lead, IT Process & AI

Job Description

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

• 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).

• 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.

• 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.

• 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.

• 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.

• 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.