Principal - Cloud & Infra Management

Role descriptionLocation:Dallas TX (5 days onsite)Job DescriptionAI Service Desk Workplace services Technical Product ManagerRole MissionOwn endtoend product management for a multiwave AI automation and workplace experience transformation spanning Service Desk EndUser Compute IT Operations Knowledge Management Identity and Contact Center Be the single accountable connective tissue across client business units engineering teams and vendor partners translating executive outcomes into engineered automation and engineered outcomes into business value the CIO can defendKey ResponsibilitiesOwn the automation usecase backlog weightedpriority scoring model and wavebased roadmap rebalance based on evidence from pilots telemetry and stakeholder inputRun intake for new automation candidates and apply the governance framework spanning candidate intake safetoautomate runbook readiness validation readiness pilot exit and scale approvalMaintain the AUTO REVIEW MANUAL decision posture across the portfolio and responsibly grow the share of unattended automationDrive daytoday execution across Service Desk EUC Network IAMSecurity ITSM Platform Contact Center HRIT and Software Asset Management workstreamsOwn dependency management across AWS Connect ServiceNow Tanium Intune and Systrack delivery teams clarifying tool attribution so capabilities complement rather than overlapLead pilot scoping successcriteria definition and pilotexit readiness reviewsUnblock contested scope conversations with structured evidencebased decisionsTranslate use cases into solution patterns across Tier 0 selfservice selfheal deflectionshiftleft AHT reduction proactive remediation and workflow automationPartner with architects on LLMRAG agentic workflow conversational AI Lex Now Assist Virtual Agent Amazon Q in Connect and eventdriven automation designsDrive the knowledgebase readiness program article health KCS adoption refresh cadence that underpins RAGbased deflectionEnsure every automation has a measurable validation signal and autoclosure evidence modelBuild credibility with client CIOVPlevel sponsors CyberSecurity leadership Service Desk operations and AWS ServiceNow Tanium Systrack partnersNavigate sensitive scope decisions including previously deferred or blocked initiatives using datadriven business casesRun weekly steering biweekly working groups and periodic executive readouts be the ontheground LTIMindtree face for the clientOwn the value scorecard deflection rate AHT FCR escalation rate ticketvolume reduction FTE redeployment and total automation value deliveredDrive instrumentation across ServiceNow Contact Lens Systrack and Tanium so every automation reports against its business casePublish portfolio reviews to the CAB and executive sponsors defend prioritization with dataRequired Skills18 years total experience with 10 years as a Technical Product Manager Product Owner Senior Program Manager in enterprise IT services ITSM transformation or contactcenter modernization programsDemonstrated ownership of at least one largescale ServiceNow program ITSM ITOM Event Management Service Mapping Discovery Virtual Agent or Now AssistKnowledge of at least two of Tanium Microsoft Intune Systrack or equivalent DEX tooling M365 Entra ID Active DirectoryTrack record running AI GenAI agentic workflow initiatives in production RAGbased knowledge deflection conversational AI intelligent triage or agentassistProven experience operating governance frameworks for automation intake pilot scale including risk and blastradius controlsWorking knowledge of ITIL v4 KCS and SAFe Scaled AgileExperience navigating Security Cyber approval cycles for identityadjacent automations password reset MFA access provisioningExperience presenting to CIO VPlevel audiences and CABsStrong written communication can author a onepage CIO brief and a detailed pilotexit report with equal confidenceDiplomatic in scope disputes especially around overlapping tool capabilities and contested ownershipBachelors degree in CS Engineering or related field MBA or equivalent business credential preferredCertifications strong plus ServiceNow CIS CSA AWS Cloud Practitioner or Solutions Architect PMIACP CSPO ITIL 4 FoundationNo remote substitution 5 daysweek onsite in Dallas TX with occasional travel to clients other US sitesOther detailsThe salary range for this position is $120,000–$150,000 annually.Variable Compensation: This position includes a bonus or variable payout component based on individual and organizational performance.Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):Benefits and Perks:Comprehensive Medical Plan Covering Medical, Dental, VisionShort Term and Long-Term Disability Coverage401(k) Plan with Company matchLife InsuranceVacation Time, Sick Leave, Paid HolidaysPaid Paternity and Maternity LeaveThe range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training.<span style=""mso-spacerun: yes;""> Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.Disclaimer: The compensation and benefits information provided herein is accurate as of the date ofthis posting.LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Ouremployment decisions are made without regard to race, color, creed, religion, sex (includingpregnancy, childbirth or related medical conditions), gender identity or expression, national origin,ancestry, age, family-care status, veteran status, marital status, civil union status, domesticpartnership status, military service, handicap or disability or history of handicap or disability, geneticinformation, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientationor preference, or any other characteristic protected by applicable federal, state, or local law, exceptwhere such considerations are bona fide occupational qualifications permitted by law.