Manager, IT Service Delivery (AI/ML Platform Services)

Job Title: Manager, IT Service Delivery (AI/ML Platform Services)

The referred location for position is New Orleans, The Woodlands, Texas will be considered

Job Summary/Purpose

The Manager, AI/ML Platform Services is a key technical leadership role within the IT Platform organization, providing support to the AI organization and other internal users of the AI/ML platform. This position is responsible for leading a team of platform engineers and software engineers who maintain, operate, and enhance the enterprise AI/ML platform infrastructure and own the production environment for products running on the platform. The manager ensures the platform is reliable, predictable, cost effective and secure while supporting the AI products built by the AI organization.

Operating within a traditional IT support model, the manager will establish and maintain effective handoff processes with the AI organization, ensuring seamless transition of AI products from development to operational support. The manager will collaborate with AI product teams to understand platform requirements and ensure the infrastructure meets the needs of AI solutions deployed across the enterprise.

The primary responsibility of the Manager, AI/ML Platform Team is to lead and develop a team of engineers focused on platform operations, maintenance, and continuous improvement. The manager will ensure service level agreements are met, incidents are resolved efficiently, and the platform remains stable and secure. This role requires strong technical expertise in cloud infrastructure and AI/ML platforms combined with excellent operational and people management skills.

Job Duties/Responsibilities

• Platform Operations and Maintenance: Oversee the day-to-day operations of the AI/ML platform, ensuring high availability, reliability, and performance of all platform services. Monitor platform health, manage capacity planning, and ensure systems meet established service level agreements. Coordinate scheduled maintenance windows and platform updates with minimal disruption to AI product operations.

• Support and Incident Management: Establish and manage incident response processes for platform-related issues. Define escalation paths and ensure timely resolution of support tickets. Maintain on-call rotations and ensure 24/7 coverage for critical platform issues. Track and report on support metrics including response times, resolution rates, and customer satisfaction.

• Team Leadership and Development: Lead, mentor, and develop a team of platform and software engineers. Foster a culture of operational excellence, continuous learning, and customer service. Conduct regular performance reviews, identify training needs, and support career development for team members. Build a collaborative team environment that values quality and responsiveness.

• AI Organization Partnership: Serve as the primary point of contact