Senior Manager, Service Management & Automation

OVERVIEW The Senior Manager, Service Management & Automation owns the IT service management practice and the automation and agent estate for Enterprise Technology & Operations.

has three parts. The first is practice: owning incident, problem, service request, change and continual improvement as governed ITIL practices, together with the classification standard and data quality that make them measurable. The second is performance: aggregating and reporting service results across all four ET&O functions and running the monthly and quarterly review cadence.

The third is automation: owning the backlog of work to be automated, the agents and robotic processes that perform it, and the controls that keep them inside the bounds set by the AI Governance Council.

is deliberately distinct from Global Service Operations and is designed to complement it. Global Service Operations runs the service: the shift roster, the tiers, the people and day-to-day resolution. This role owns the practice those teams work to, the platform they work in, the data that evidences what happened, and the automation that removes the work.

Where the two meet — tier definitions, service level targets, the automation backlog — the standard is set here and delivered there. The same relationship applies to Infrastructure & Platforms and Business Applications. This is a peer-level function lead reporting to the Vice President, Information Technology and Head of Enterprise Technology & Operations, b