AI Operations Team Lead

The role

You will oversee a small IT AI Operations team that monitors and improves AI capabilities for the AFS Service Desk. You will create operational processes, manage reporting and dashboards, and lead projects from initiation to completion.

What you will do

• Create and enhance actionable reporting and dashboards for AI Service Desk capabilities
• Create and manage operational processes based on dashboard outputs
• See through AI solution enhancements from design to implementation
• Work with technical teams to stay on top of technical advancements
• Work with functional teams to understand supported support areas
• Adopt a continuous improvement mindset
• Lead and mentor a small team of 1 direct report
• Drive projects and activities independently from initiation to completion
• Apply critical thinking and process excellence to optimize workflows
• Ensure effective project management and timely delivery of operational support

Required qualifications

• Strong critical thinking and process optimization
• Experience creating, managing, monitoring and enhancing reporting and dashboards in ServiceNow, 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 in small incremental steps
• Mindset for continuous improvement
• Ability to work independently
• Problem-solving mindset
• Adaptable

Nice to have

• 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, and Performance monitoring solutions

Benefits

• Hands-on experience
• Certifications
• Industry training

Before you apply

• Applicants must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States
• Candidates currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration

About the company

Accenture Federal Services is a technology company within global Accenture that helps the US federal government. Its 13,000+ people work across defense, national security, public safety, civilian, and military health organizations.