Senior Solutions Architect

Strategic Ai Operations Leader

We currently have a career opportunity for a Strategic AI Operations Leader to join our team. This is a remote position, must live in the United States.

Job Overview:

As a Strategic AI Operations Leader, you will play a critical role in transforming a large-scale enterprise managed services engagement from a traditional, human-centric operating model to an AI-enabled support ecosystem. This role is responsible for defining and shaping the future-state operating model across L1 and L2 support functions, driving modernization, scalability, and operational excellence.

The successful candidate will architect and implement an advanced support model leveraging AI agents, intelligent automation, observability platforms, and modern ITSM capabilities, supported by human-in-the-loop frameworks. The objective is to improve service availability, reduce operational costs, accelerate incident resolution, and enhance overall customer experience.

This is a highly strategic and hands-on leadership role requiring deep expertise in enterprise NOC operations, production support organizations, AI-enabled service delivery models, and managed services transformation.

You will collaborate with cross-functional global teams and industry-leading talent to design and deliver innovative, high-quality solutions. The role also involves active participation in sales pursuits and client engagements, aligning AI-driven operational strategies with business objectives.

This role is part of the Business Unit Senior Leadership Team and plays a key role in shaping the strategic direction of the organization's managed services offerings.

Perficient is always looking for the best and brightest talent and we need you! We're a quickly-growing, global digital consulting leader, and we're transforming the world's largest enterprises and biggest brands. You'll work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues.

Responsibilities

• Define and drive the enterprise AI operations transformation strategy for a large-scale managed services engagement.
• Design the future-state AI-enabled support model spanning: Network Operations Center (NOC), Infrastructure Operations, Application Production Support, End User Computing (EUC), Service Desk and Incident Management.
• Develop phased transformation roadmaps transitioning from traditional L1/L2 staffing models toward AI-agent-assisted and autonomous operations.
• Establish human-to-agent operational transition strategies with governance, escalation, and operational risk controls.
• Identify opportunities to reduce ticket volumes, automate remediation, improve MTTR, and optimize operational headcount through AI and intelligent automation.
• Define the architecture and orchestration strategy for AI agents supporting operational workflows.
• Evaluate and recommend AI platforms, orchestration frameworks, copilots, LLM integrations, AIOps platforms, and automation tooling.
• Define integration strategies across inherited enterprise tooling ecosystems.
• Assess current-state operational maturity, support workflows, staffing structures, ticket patterns, monitoring systems, and service management processes.
• Design scalable enterprise operational models aligned to ITIL and ITSM best practices.
• Develop AI-enabled incident, problem, change, and event management frameworks.
• Modernize observability and monitoring strategies
• Partner with enterprise architects, engineering teams, operations leadership, and client stakeholders to define the target-state architecture.
• Ensure scalability, security, resiliency, governance, and operational continuity within the AI operations strategy.
• Serve as a strategic advisor to executive leadership and enterprise clients.
• Present transformation strategies, business cases, operational roadmaps, and AI adoption models to senior stakeholders.
• Build financial and operational models demonstrating Efficiency gains, Operational savings and Service quality improvements
• Lead workshops, operational assessments, and strategic planning sessions with clients and internal teams.

Qualifications

• 15+ years of experience in enterprise IT operations, managed services, NOC operations, or production support environments
• 5+ years leading enterprise-scale operational transformation initiatives
• Proven experience designing and modernizing: NOC and IT operations centers, Service management organizations, Production support operating models
• Demonstrated experience implementing AI, AIOps, automation, and intelligent operations within enterprise support environments
• Experience supporting large-scale enterprise environments with 24x7 operational requirements.
• Experience driving support model transformation, including AI augmentation and workforce optimization strategies
• Background in enterprise consulting or global systems integrators
• Strong understanding of: ITIL frameworks, including Incident, Problem, Change, and Event Management; NOC and production support models across global delivery environments; Enterprise observability, monitoring, and telemetry-driven operations; AIOps platforms, event correlation, and intelligent incident management; AI/ML-enabled operational models, including LLMs, AI agents, and orchestration frameworks; Enterprise automation platforms and workflow orchestration; Operational analytics and data-driven decision making; Cloud and infrastructure operations across AWS, and hybrid environments
• Hands-on experience with enterprise tools and platforms, including: Cloud Platforms: AWS; ITSM Platforms: ServiceNow or equivalent; Observability & Monitoring: Dynatrace, Splunk, Datadog, AppDynamics, Elastic; AIOps & Event Management: Moogsoft, BigPanda, and/or PagerDuty; AI & LLM Platforms: Azure OpenAI, OpenAI, Copilot frameworks; AI agent frameworks and orchestration platforms; Automation Tools: Ansible, Rundeck; Workflow orchestration and integration platforms; Enterprise knowledge management systems; Proficient in leveraging AI technologies to drive innovation, support strategic initiatives, and enable data-driven decision-making.
• Possesses a strong understanding of AI capabilities, limitations, and ethical considerations.