AI Service Manager

Description Are you an organized individual who is passionate about exploring rapidly evolving technologies, particularly AI, to solve complex technical problems? Do you build strong relationships and collaborate across organizations while continuously looking for opportunities to improve services, processes, and customer outcomes? If so, we’re looking for someone like you to join our team at APL. We are seeking anEnterprise AI Service Managerto lead the operational management, evolution, and adoption of our enterprise AI applications platforms and services. These capabilities enable staff across the Lab to safely and effectively leverage AI—including generative AI—to accelerate research, engineering, and mission impact. As a member of our team, you will contribute to the overall success of APL’s AI ecosystem by supporting engineers, scientists, and staff who are using AI to address critical challenges for our nation. Your excellent organizational, communication, and problem‑solving skills will help ensure AI services are secure, reliable, and scalable, and that governance and guardrails are in place to support responsible use. As AI Service Manager you will: Oversee day-to-day operations of enterprise AI platforms and services, including monitoring health, usage, and support queues. Establish and maintain support models and service processes, coordinate incidents and escalations, and partner with technical teams to ensure reliable and scalable delivery. Partner with the AI Program Manager and related service owners to define, document, and evolve enterprise AI service offerings and roadmaps. Evaluate new capabilities and enhancement requests, recommend priorities, and initiate projects that advance platform capabilities and integrations. Serve as a primary liaison between AI enterprise applications teams and stakeholders across the organization, gathering and representing the voice of the customer in planning and decisions. Communicate updates and roadmaps, enable help desk support, and deliver presentations, demos, and briefings to drive effective AI adoption. Coordinate with cybersecurity, privacy, and governance teams to assess platform risks, proposed changes, and new use cases. Support responsible AI governance and ensure capabilities align with security, operational, and business requirements while balancing innovation with risk management. Manage AI platform vendors and service providers, coordinating contracts, licensing, renewals, and account administration. Represent organizational needs, elevate enhancement requests, and pursue pilots, early access programs, and strategic partnerships that shape future platform capabilities. Develop and manage service budgets and expenditures while overseeing software licensing, subscriptions, and utilization. Support chargeback and cost recovery processes, monitor service costs, and recommend strategies to maximize value, efficiency, and sustainable growth. Support the development and execution of enterprise AI strategy and service roadmaps by providing operational and strategic recommendations. Monitor emerging industry trends, application regulations, evolving AI capabilities, and customer needs, and foster collaboration across technical, operational, and business teams to advance AI adoption. Qualifications You meet our minimum qualifications for the job if you... Possess a Bachelor's degree in an IT-related or engineering field Have 8+ years’ experience in a technical IT role, including Service Management or Project leadership Have 5+ years of project or people leadership Demonstrate experience managing enterprise technology platforms, digital services, or SaaS offerings. Have experience working across technical, operational, security, and business stakeholder groups. Have experience managing vendor relationships and software licensing agreements to include partnering with procurement to evaluate vendors, manage licensing, and navigate evolving vendor product models and cost structure. Have experience managing operational processes, incorporating governance practices, and developing service documentation. Demonstrate ability to balance customer needs, operational realities, risk considerations, and strategic priorities. Possess strong analytical, organizational, and financial management skills. Are able to obtain a Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship. You'll go above and beyond our minimum requirements if you... Possess a graduate level degree in IT-related or engineering field Have experience with enterprise AI platforms and generative AI technologies. Have experience with cloud services, API platforms, and AI infrastructure. Demonstrate strong knowledge of IT service management frameworks and practices. Have experience supporting enterprise-scale technology adoption initiatives. Have worked within research, engineering, government, or technology companies. Are comfortable navigating ambiguity and rapidly evolving technologies. Demonstrate strong communication skills, including presenting briefings and translating technical concepts for executive and non-technical audiences. Can balance innovation with governance and operational excellence. About Us Why Work at APL? The Johns Hopkins University Applied Physics Laboratory (APL) brings world‑class expertise to our nation’s most critical defense, security, space and science challenges. While we are dedicated to solving complex challenges and pioneering new technologies, what makes us truly outstanding is our culture. We offer a vibrant, welcoming atmosphere where you can bring your authentic self to work, continue to grow, and build strong connections with inspiring teammates. At APL, we celebrate our differences of perspectives and encourage creativity and bold, new ideas. Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL’s campus is located in the Baltimore‑Washington metro area. Learn more about our career opportunities at All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, physical or mental disability, genetic information, veteran status, occupation, marital or familial status, political opinion, personal appearance, or any other characteristic protected by applicable law. APL is committed to providing reasonable accommodation to individuals of all abilities, including those with disabilities. If you require a reasonable accommodation to participate in any part of the hiring process, please contact View email address on click.appcast.io. The referenced pay range is based on JHU APL’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level with consideration for internal parity. For salaried employees scheduled to work less than 40 hours per week, annual salary will be prorated based on the number of hours worked. APL may offer bonuses or other forms of compensation per internal policy and/or contractual designation. Additional compensation may be provided in the form of a sign‑on bonus, relocation benefits, locality allowance or discretionary payments for exceptional performance. APL provides eligible staff with a comprehensive benefits package including retirement plans, paid time off, medical, dental, vision, life insurance, short‑term disability, long‑term disability, flexible spending accounts, education assistance, and training and development. Applications are accepted on a rolling basis. Minimum Rate $105,000 Annually Maximum Rate $290,000 Annually #J-18808-Ljbffr Johns Hopkins Applied Physics Lab