Manager - IT Operations & AI Solutions

About the role

Gallagher is looking for an AI Support Manager to lead the operational support of its enterprise AI platforms and services. The role ensures the reliability and performance of the AI systems and fosters collaboration between technical teams and business stakeholders. It involves managing a team and driving continuous improvement in service delivery.

Key responsibilities

• Oversee the day-to-day support of AI systems so they run smoothly and efficiently
• Manage ticket triage and resolution processes so issues are addressed promptly
• Collaborate with AI Product, Engineering and business teams so AI solutions meet business needs
• Lead a team of support analysts and engineers, fostering accountability and customer service excellence

Required profile

• Over 10 years of experience in IT, including application support and incident management
• At least 3 years of experience managing teams
• Degree in Computer Science, IT, Engineering or a related field
• Experience with AI/ML-powered applications or intelligent automation platforms

Required skills

• Knowledge of tools such as ServiceNow or Jira
• Familiarity with cloud platforms (e.g. Azure, AWS, Google Cloud)
• Strong analytical and troubleshooting skills
• Excellent communication and stakeholder management
• ITIL certification is a plus