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About the Role
An operational leadership role accountable for building and running ECI's AI Service Desk capability under the direction of the Microsoft Modern Work & AI Solutions organization. This leader will build the operational foundation that helps clients adopt, operate, govern, and expand their use of Microsoft 365 Copilot, Anthropic Claude Enterprise, OpenAI ChatGPT Enterprise, Copilot Studio, and future approved AI technologies.
Responsibilities
- Lead daily AI Operations execution and advance operational maturity.
- Establish service standards, operating procedures, escalation frameworks, service levels, and quality controls.
- Own day-to-day service performance, client experience, and operational accountability across supported AI platforms.
- Serve as the leadership escalation point for material client, service, vendor, or cross-functional issues.
- Ensure requests are classified, routed, coordinated, communicated, and closed with a confirmed outcome.
- Implement and continuously improve an operating model that keeps support inside a broader operations discipline.
- Recruit, onboard, coach, and retain AI Support Specialists, AI Operations Analysts, and future specialist roles.
- Define role expectations, coverage models, career paths, competency frameworks, training plans, and certification goals.
- Perform workforce planning, capacity forecasting, scheduling, and succession planning.
- Create a culture of ownership, client empathy, technical curiosity, disciplined escalation, and strong documentation.
- Develop team leads and senior individual contributors who can operate independently and scale the function.
- Own the delivery model for managed AI services and ensure contracted commitments are executed consistently.
- Oversee service review cadence, client action tracking, service roadmaps, operational backlogs, and value-realization discussions.
- Coordinate priorities across AI Operations, AI Engineering, AI Deployment, AI Adoption, AI Governance, Security Operations, and Client Service.
- Use operational demand, adoption patterns, governance needs, and platform changes to recommend improvements to client service plans.
- Ensure the technical team recognizes when a support request represents a larger use case or service need and hands it off with useful context.
- Manage the AI Operations service catalog, delivery standards, and operational boundaries, and recommend portfolio changes.
- Analyze recurring client demand to identify opportunities for new managed services, projects, adoption programs, governance engagements, platform deployments, agents, integrations, or automation.
- Build a repeatable opportunity-identification and handoff process with the BDR, Client Service, Sales, and delivery leaders.
- Participate in strategic discovery conversations and provide operational and technical context.
- Develop recommendations for pricing, packaging, staffing, and investment based on delivery complexity, capacity, demand, and client value.
- Ensure AI governance, privacy, compliance, responsible AI, and security concerns are recognized and routed to the correct owner.
- Coordinate governance escalation paths and recurring governance operating activities with the appropriate specialists.
- Ensure suspected security events move immediately through established Security Operations processes.
- Maintain clear boundaries between operational guidance, formal governance advice, risk acceptance, legal interpretation, and security authority.
- Use trend reporting to identify emerging risk patterns and gaps in controls, documentation, ownership, or client communications.
- Manage approved operating budgets, staffing plans, capacity assumptions, and service performance reporting for the function.
- Monitor utilization, delivery cost, vendor dependency, service economics, and automation opportunities, and provide recommendations.
- Manage operational vendor relationships and escalation paths for supported AI platforms.
- Use service data to guide hiring, automation, training, coverage, and portfolio decisions.
- Drive continuous improvement across knowledge management, self-service, reporting, standardization, and release readiness.
Requirements
- Eight or more years of experience across managed services, service delivery, customer success, technical account management, professional services, Microsoft 365 operations, SaaS operations, or a comparable enterprise technology discipline.
- Three or more years of people leadership, team management, service ownership, or practice leadership experience.
- Demonstrated experience leading client-facing technical services and managing material escalations across multiple teams.
- Experience building operating processes, service metrics, staffing models, and continuous improvement programs.
- Ability to manage budgets, capacity, service performance, and financial tradeoffs.
- Ability to influence across technical, commercial, governance, security, and executive stakeholders.
- Strong understanding of Microsoft 365, identity and access management, enterprise SaaS operations, and AI platform support models.
- Working knowledge of Microsoft 365 Copilot and familiarity with enterprise AI platforms such as Claude Enterprise and ChatGPT Enterprise.
- Foundational understanding of Microsoft Purview, data protection, security, compliance, AI governance, and responsible AI concepts.
- Executive-level communication, facilitation, and presentation skills.
- Ability to translate business objectives into service priorities, operating requirements, and measurable outcomes.
- Ability to lead difficult client conversations, restore confidence during escalations, and align stakeholders around decisions.
- Leadership experience in an MSP, managed services, financial services technology, or another regulated-industry environment.
- Experience launching or scaling a new managed service, operations center, customer success program, or technical practice.
- Experience with Copilot Studio, Microsoft Purview, Defender for Cloud Apps, Power Platform, enterprise connectors, agents, or AI governance programs.
- Experience partnering with business development and client relationship teams to convert operational demand into qualified service opportunities.
Skills
- Microsoft 365
- Identity and access management
- Enterprise SaaS operations
- AI platform support models
- Microsoft 365 Copilot
- Claude Enterprise
- ChatGPT Enterprise
- Microsoft Purview
- Data protection
- Security
- Compliance
- AI governance
- Responsible AI
- Copilot Studio
- Defender for Cloud Apps
- Power Platform
- Enterprise connectors
- Agents
- Managed services
- Service delivery
- Customer success
- Technical account management
- Professional services
- Service performance
- Client satisfaction
- SLA performance
- Escalation management
- Workforce planning
- Capacity forecasting
- Continuous improvement
- Budget management
- Vendor management
Location
- Global
Work Type
- Full-time
Experience Level
- Associate Director
- 8+ years experience
- 3+ years people leadership
Education Level
- Microsoft 365 Certified: Administrator Expert
- ITIL 4 certification
- AI fundamentals certification
- Comparable credentials
Salary/Compensations
- $155,000
Benefits
- Flexible PTO
- Health benefit eligibility the first of the month
- Life insurance
- Pet insurance
- 401K
About the Company
- ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe.
- ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses.
- More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
- At ECI, we believe success is driven by passion and purpose.
- Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
- ECI is building a specialized AI Operations capability for regulated organizations adopting enterprise AI.
- ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other.
Equal Opportunity
- ECI is an equal opportunity employer. All qualified applicants will receive consideration consistent with applicable law.