Head of Platform Service Operation | AI Platform - (AI-Driven Service Desk)
We’re looking for a Service Delivery Director / Head of Platform Service Operation to build and run a modern, AI‑driven service desk for a fast‑scaling product platform.
This is not a traditional service delivery/support role. You will act as the lead developer and owner of AI agents on the platform, responsible for designing, building, and continuously improving agents that support customers and internal teams.
At the same time, you will own the service desk layer of the product platform, ensuring it is reliable, scalable, and ready to support enterprise customers.
What You’ll Be Doing:
- Act as the lead builder of AI agents across the platform
- Design, develop, and deploy agents for:
- Customer support and triage
- Knowledge retrieval and response generation
- Continuously improve agent performance, accuracy, and coverage
- Work closely with product and engineering to embed agents into the platform
Own the Agent Layer of the Product Platform
- Take ownership of the AI service desk layer within the product
- Ensure agents are fully integrated into workflows, monitoring, and support systems
- Treat agents as a core product capability, not just a support tool
- Define how AI agents evolve as the platform scales
Build an AI-Powered Service Desk
- Design a support model that is AI‑first by default
- Automate ticket classification, triage, and responses
- Reduce manual support workload through intelligent automation
- Ensure knowledge is structured and accessible to both humans and agents
Own Live Service Operations
- Ensure platform reliability, monitoring, and observability
- Set up dashboards, alerts, and service health reporting
- Track uptime, latency, and customer impact
- Act as Incident Commander for major incidents
- Coordinate engineering, security, and delivery teams
- Lead post‑incident reviews and drive improvements
- Ensure all releases are operationally ready before going live
- Require proper monitoring, runbooks, and support ownership
- Prevent releases that create avoidable risk
What We’re Looking For
- Experience building or running support/service operations in SaaS, platform, or AI environments
- Hands‑on experience building AI agents, workflows, or automation tools
- Ability to operate across engineering and operations.
- Experience owning or contributing to a product platform
- Familiarity with observability, monitoring, and reliability practices
Why This Role Is Different
- You are not just running support, this is an individual contributor role where you are building the agents that deliver it
- You will own a core layer of the product platform, not just a function
- AI is central, not experimental, this is agent‑led support at scale
- You will define how support evolves as the company grows
Success Looks Like
- AI agents handling a significant share of support interactions
- A scalable service delivery desk that doesn’t grow linearly with customers
- High platform uptime and fast incident resolution
- Clean, reliable go‑lives with full operational readiness
- Continuous improvement of agent capability and performance
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