Managed Services AI Platform Architect

Thinkahead Consultant Psychologist Pty Ltd

Designing and implementing AI solutions for operational efficiency in managed services environments. Leading the development of AI integrations within core service delivery processes.

Posted 6/17/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $225,000 - $250,000 per yearWebsite

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Design, build, and evolve the Managed Services AI platform — delivering production-grade AI capabilities integrated directly into service delivery workflows
Lead the development of agentic AI solutions, including incident triage and classification, automated remediation and resolution, knowledge retrieval and summarization, and workflow orchestration and escalation
Drive use cases from concept through prototype to production, ensuring real operational adoption
Architect and integrate AI capabilities across core platforms including ITSM (ServiceNow), monitoring and observability tools, automation frameworks and runbooks, and knowledge management systems
Embed AI directly into day-to-day operational workflows — not standalone solutions — designed for multi-tenant, scalable managed services environments
Drive measurable improvements across Managed Services operations: incident deflection rates, MTTR reduction, automation and self-healing coverage, ticket volume reduction, analyst and engineer productivity, and service quality and client experience

Requirements

What you’ll need

Proven hands-on experience designing and delivering AI/LLM-based systems (agentic AI, RAG, orchestration) and cloud-native platforms and integrations
Strong background in IT operations, managed services, or service delivery environments, with experience in automation and workflow optimization
Experience integrating with ITSM platforms (e.g., ServiceNow), observability and monitoring tools, and automation frameworks and scripting environments
Ability to translate operational challenges into AI-driven solutions with a strong execution mindset focused on delivering measurable outcomes

Benefits

Comp & perks

Medical, Dental, and Vision Insurance
401(k)
Paid company holidays
Paid time off
Paid parental and caregiver leave
Plus more! See benefits https://www.aheadbenefits.com/ for additional details.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI systemsLLM-based systemsagentic AIRAGorchestrationcloud-native platformsautomationworkflow optimizationincident triageautomated remediation

Soft Skills

leadershipexecution mindsetproblem-solvingcommunicationcollaborationadaptabilityanalytical thinkingstrategic thinkingcreativityclient experience focus