AI Lead

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Senior

Bangalore, IN

Sapiens is on the lookout for hands-on, delivery-focused Team Lead/Manager to stand up and lead our new Agentic AI Center of Excellence within the Governance & AI Agentic COE. Reporting into the VP of Service Management, you will manage a small team of agentic AI developers and grow it as the roadmap matures. Your mandate is to bring generative and agentic AI (Now Assist, virtual agents, and predictive care) into our multi-tenant SaaS service operations: deflecting and resolving routine work, accelerating resolution, and feeding measurable improvement back into every governed ITIL process. You are equally a people leader and a builder—setting direction and guardrails while staying close enough to the work to unblock your developers and ship. Location: Bangalore Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity. This position will be part of Sapiens CTO – Cloud Services division, for more information about it, click here: www.sapiens.com .

Mission: Lead the team that operationalizes agentic AI for service management. Both enable ServiceNow’s native, out-of-the-box agentic capabilities and design and develop custom agents that support our Global Support and Cloud Operations teams, while developing a high-performing delivery team and embedding the guardrails, evaluation, and responsible-use practices that let us scale AI safely across every tenant.

What you’ll do: • Team Leadership & Development: Lead, coach, and grow a small team of agentic AI developers. Set goals and priorities, manage day-to-day delivery, run hiring as the team scales, and create a culture of high-quality, responsible AI engineering. • ServiceNow Native Enablement: Enable and configure ServiceNow’s out-of-the-box agentic capabilities—Now Assist, AI Agents, Virtual Agent, and generative-AI features—adopting platform functionality first to deliver value quickly and sustainably. • Custom Agent Development: Where native capability falls short, design, build, and tune custom agents—defining their tools, workflows, and integrations—to address use cases unique to our products, customers, and operations. • Agentic AI Delivery: Own delivery of the agentic-AI roadmap for service management across both tracks—shipping capabilities that deflect tier-1 work and resolve routine requests end to end, whether delivered through configuration or custom build. • Support & Cloud Operations Enablement: Partner directly with Global Support and Cloud Operations to identify high-value use cases, build agents tuned to their disciplines, and measure real reductions in manual effort, deflection rates, and Mean Time to Resolution. • Roadmap & Prioritization: Translate the COE strategy into a prioritized, achievable backlog. Balance quick wins against foundational work, and sequence use cases for proactive, signal-driven customer care and specialized agent workspaces. • Guardrails, Evaluation & Responsible AI: Define and enforce guardrails, evaluation criteria, and governance for AI in operations—ensuring agents are accurate, safe, monitored, and grounded in trusted knowledge and catalog content before they reach customers. • Metrics & Continuous Improvement: Define KPIs for AI performance—deflection, resolution acceleration, agent accuracy, and grounding quality—and feed AI-accelerated improvements back into the Process Review Board and continual-service-improvement cadence.