Hands-on technical leader designing, building, and scaling AI-powered operational capabilities for Managed Services. Deliver agentic AI workflows (triage, remediation, RAG knowledge, orchestration), integrate with ITSM, observability, and automation tools, establish guardrails, and drive adoption and measurable operational outcomes like incident deflection and MTTR reduction.
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
The Managed Services AI Platform Architect is a hands-on technical leader responsible for designing, building, and scaling AI-powered operational capabilities across the Managed Services organization. This role is primarily execution-focused, with direct accountability for delivering agentic AI workflows that improve service performance and efficiency at scale.
The architect will embed AI into core service delivery processes to drive measurable outcomes including incident deflection and ticket reduction, MTTR improvement, self-healing and automated remediation, knowledge-driven service delivery, and enhanced operational efficiency and client experience.
While contributing to architecture standards and roadmap alignment, success in this role is measured by platform delivery, adoption, and operational impact.
Key Responsibilities
- Design, build, and evolve the Managed Services AI platform — delivering production-grade AI capabilities integrated directly into service delivery workflows
- Lead the development of agentic AI solutions, including incident triage and classification, automated remediation and resolution, knowledge retrieval and summarization, and workflow orchestration and escalation
- Drive use cases from concept through prototype to production, ensuring real operational adoption
- Design and implement agent-based architectures including triage agents, resolution and remediation agents, RAG-based knowledge agents, and orchestration and multi-step workflow agents
- Define patterns for prompt design and structured outputs, tool integration and action execution, memory and state management, and human-in-the-loop controls
- Ensure AI workflows are observable, reliable, and continuously improving
- Architect and integrate AI capabilities across core platforms including ITSM (ServiceNow), monitoring and observability tools, automation frameworks and runbooks, and knowledge management systems
- Embed AI directly into day-to-day operational workflows — not standalone solutions — designed for multi-tenant, scalable managed services environments
- Establish and maintain practical AI architecture standards and reusable patterns based on production usage
- Contribute to the Managed Services AI roadmap, grounded in delivered capabilities and business impact
- Define and enforce guardrails for safe automation: approval workflows and escalation paths, risk boundaries and controls, and observability and auditability
- Align with enterprise architecture standards where appropriate, while prioritizing speed and execution
- Drive measurable improvements across Managed Services operations: incident deflection rates, MTTR reduction, automation and self-healing coverage, ticket volume reduction, analyst and engineer productivity, and service quality and client experience
- Partner closely with Managed Services delivery teams, automation and platform engineering teams, and operations leadership
- Act as a player-coach — combining deep technical contribution with leadership and enablement
- Drive adoption and scaling of AI capabilities across the organization
AI Platform Delivery
Agentic AI & Workflow Architecture
Platform Integration & Operationalization
Standards, Guardrails & Roadmap
Operational Outcomes & Metrics
Execution Leadership
Required Qualifications
- Proven hands-on experience designing and delivering AI/LLM-based systems (agentic AI, RAG, orchestration) and cloud-native platforms and integrations
- Strong background in IT operations, managed services, or service delivery environments, with experience in automation and workflow optimization
- Experience integrating with ITSM platforms (e.g., ServiceNow), observability and monitoring tools, and automation frameworks and scripting environments
- Ability to translate operational challenges into AI-driven solutions with a strong execution mindset focused on delivering measurable outcomes
Preferred Qualifications
- Experience building or deploying agentic AI systems in production environments
- Familiarity with AIOps, self-healing systems, and intelligent automation
- Experience working in multi-tenant or managed services delivery models
- Exposure to enterprise AI platforms, governance, and scaling patterns
The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
USA Employment Benefits include:
- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Use of AI:
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or to capture recordings and create transcriptions or summaries during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.
If you would like more information about how your data is processed, please refer to the Candidate Privacy Notice or contact us at [email protected].
You may opt-out of the review or analysis of your application and resume by AI tools by using the General Application. Please include the role you wish to apply for in the Additional Information field. You may also choose to opt-out of recording and transcription at any time, including after joining an interview. Candidates will not be penalized for choosing to opt-out.
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