IT&D Manager, Service Management - AI Ops / Automation

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Information Technology & Digital

In IT and D, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products.

Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen.

Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.

About the role

As the IT&D Manager – Service Management (AIOps & Automation), you will act as the global Process Owner for AIOps and Automation within a SIAM (Service Integration and Management) model.

You will be accountable for driving the end-to-end transformation of IT Operations towards an AIOps-enabled operating model, ensuring governance, value realisation, and adoption across IT&D and its partner ecosystem.

You will own the AIOps governance forum, responsible for qualifying, prioritising, and tracking automation and AIOps initiatives, ensuring measurable business outcomes and operational efficiency improvements.

This role is focused on process ownership, governance, and transformation leadership.

Your responsibilities

Key Responsibilities:

AIOps & Automation Process Ownership

Define and own the end-to-end AIOps and Automation operating model across IT Operations

Establish policies, standards, and frameworks for AIOps adoption and governance

Define process flows across all stages of AIOps journey (data ingestion correlation prediction automation self-healing)

Ensure strong integration with core ITSM processes such as Incident, Problem, Change, Release, and CMDB

Drive adoption of automation-first and intelligence-led ways of working

AIOps Transformation Leadership

Own and drive the AIOps transformation roadmap aligned to IT&D strategy

Lead transition from reactive operations to predictive and proactive service management

Identify opportunities to reduce:

o MTTR (Mean Time to Resolve)

o Incident volumes

o Manual interventions

Enable self-healing and autonomous operations capabilities

AIOps Governance Forum Ownership

Establish and lead the AIOps & Automation Governance Forum

Define governance structure including intake, evaluation, prioritisation, and approval of use cases

Ensure all AIOps / automation ideas are:

o Qualified based on business value, feasibility, and ROI

o Prioritised in line with strategic objectives

Track implementation progress and value realisation of approved initiatives

Provide governance over pipeline, backlog, and benefits tracking

Vendor & SIAM Governance

Operate within a SIAM model, ensuring alignment across multiple service providers

Hold vendors accountable for:

o Delivery of AIOps and automation initiatives

o Process adherence and quality

o Realisation of committed benefits

Drive collaboration across vendors to deliver cross-functional automation use cases

Conduct regular governance reviews and performance checkpoints

Automation & Use Case Lifecycle Management

Define lifecycle for AIOps and automation use cases (ideation build deploy measure optimise)

Standardise approach for:

o Use case documentation

o Value tracking (cost savings, efficiency gains, service improvement)

o Reusability and scaling

Promote reuse of automation assets and patterns across IT landscape

Performance, Analytics & Value Realisation

Define KPIs and success metrics for AIOps adoption and value realisation

Track metrics such as:

o Automation coverage

o Reduction in incident volumes

o MTTR improvement

o Cost savings and productivity gains

Leverage ServiceNow, monitoring tools, and Power BI dashboards for insights

Provide regular executive reporting on transformation progress and outcomes

Stakeholder Management & Adoption

Act as the global SME and evangelist for AIOps and Automation

Drive cultural change towards automation-first mindset across IT&D

Collaborate with:

o ITSM process owners

o ServiceNow platform teams

o Engineering and operations teams

o Vendors and partners

Lead training, awareness, and adoption initiatives

The experience we're looking for

Required Experience

Significant experience (typically 15+ years) in IT Operations / IT Service Management / SIAM

Proven experience in implementing or driving AIOps transformation in large enterprises

Hands-on exposure across different stages of AIOps maturity journey

Experience working in global, multi-vendor managed service environments

Strong background in process ownership, governance, and transformation leadership

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Technical & Functional Expertise

Strong understanding of:

o AIOps concepts (event correlation, anomaly detection, predictive analytics, root cause analysis, automation)

o IT operations tooling landscape (monitoring, observability, ITSM platforms)

Experience with:

o Automation technologies (workflow automation, orchestration, scripting, RPA)

o Data ingestion, analytics, and event management platforms

Solid understanding of ITIL processes:

o Incident, Problem, Change, Release, CMDB

Experience with ServiceNow and integrations with monitoring/AIOps tools

Qualifications

Bachelor’s degree in IT / Computer Science or related discipline

ITIL v4 Certification (mandatory)

Certifications in AIOps / Automation (preferred)

SIAM / Agile / Lean certifications (desirable)

The skills for success

Leadership Capabilities (Reckitt Manager Expectations)

Ownership & Accountability: Drives end-to-end AIOps transformation outcomes

Influencing & Collaboration: Aligns diverse stakeholders across a complex partner ecosystem

Innovation & Continuous Improvement: Champions automation and intelligent operations

Data-Driven Decision Making: Uses insights to prioritise and deliver value

Execution Excellence: Balances strategy with measurable delivery

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality