Senior Manager, AI / MI Ops

Job SummaryThe Manager, AI / MI Ops is responsible for managing the day-to-day operations, support, and continuous improvement of the Company's AI solutions and Management Information (MI) platforms. The incumbent will ensure AI applications, dashboards, and reporting systems operate reliably, meet business requirements, and deliver timely, accurate insights to support commercial and operational decision-making. Working closely with AI Product, AI Architecture, IT, Data, and business teams, this role coordinates operational support, monitors system performance, manages incidents, and drives ongoing optimisation of AI and MI services.Key ResponsibilitiesManage the day-to-day operations of AI applications, MI platforms, dashboards, and reporting services to ensure high system availability, reliability, and performance.Monitor AI solutions, data pipelines, scheduled jobs, and reporting processes to ensure timely and accurate delivery of business information.Coordinate incident management, root cause analysis, issue resolution, and service recovery activities in collaboration with IT, AI, and external technology partners.Support the deployment, release, and operational transition of new AI products, enhancements, and reporting capabilities.Work closely with AI Product and AI Architecture teams to ensure smooth implementation and ongoing support of AI solutions.Maintain and monitor AI operational KPIs, system health, service levels, and user adoption metrics, providing regular performance reports to management.Ensure data quality, data integrity, and reporting accuracy by collaborating with Data Engineering and business stakeholders.Manage user access, permissions, and operational controls in accordance with security, governance, and compliance requirements.Coordinate user support activities, troubleshoot system issues, and provide timely resolution for AI and MI-related enquiries.Develop and maintain operational documentation, standard operating procedures (SOPs), knowledge articles, and support guides.Identify opportunities to automate operational processes, improve system efficiency, and enhance service delivery through AI and workflow automation.Coordinate with vendors and external service providers to manage support activities, maintenance schedules, and service performance.Support user training, onboarding, and adoption initiatives to maximise the effective use of AI solutions and MI platforms.Participate in business continuity planning, disaster recovery testing, and operational readiness activities for AI and MI services.Ensure compliance with data governance, cybersecurity, responsible AI, and regulatory requirements related to AI operations and reporting.RequirementsBachelor's Degree in Computer Science, Information Technology, Data Analytics, Artificial Intelligence, Engineering, Business Information Systems, or a related discipline.Minimum 6 years of experience in application support, AI operations, business intelligence, analytics operations, IT operations, or enterprise systems support, with at least 2 years in a supervisory or managerial role.Experience supporting AI solutions, analytics platforms, business intelligence systems, enterprise reporting, or digital applications in a production environment.Good understanding of AI technologies, Generative AI, machine learning, enterprise reporting, dashboards, and data-driven business processes.Experience with business intelligence and visualisation tools such as Power BI, Tableau, Qlik, or similar platforms.Familiarity with SQL, data integration, ETL processes, APIs, and cloud-based data platforms.Knowledge of IT Service Management (ITSM), incident management, problem management, change management, and service delivery best practices.Understanding of AI governance, data privacy, cybersecurity principles, and enterprise technology controls.Strong analytical and problem-solving skills, with the ability to identify operational issues and implement effective solutions.Excellent stakeholder management and communication skills, with the ability to work effectively across business, IT, and technology teams.Experience in logistics, supply chain, transportation, or commercial operations is an advantage.Self-motivated, customer-focused, and committed to delivering reliable, high-quality operational support and continuous service improvement.