AI Solutions Support Lead

Responsibilities

• Assume operational ownership of AI solutions following deployment and handover from delivery teams
• Establish and maintain support processes, documentation, runbooks, monitoring dashboards, escalation paths, defect management, and operational procedures
• Maintain ownership, accountability, service management practices, and an accurate inventory for production AI solutions
• Coordinate investigation and resolution of production issues
• Manage defect remediation and oversee code fixes through internal and partner engineering teams
• Coordinate major incident response and post-incident reviews
• Monitor solution performance, reliability, usage, accuracy, cost, value realization, model drift, bias, fairness, and business effectiveness
• Identify optimization opportunities and drive continuous improvement
• Manage enhancement backlogs and coordinate approved enhancements, releases, and production deployments
• Collaborate with Data Science & AI Delivery, Data Engineering, BTS, business stakeholders, governance teams, and external delivery teams
• Ensure AI solutions comply with governance policies and standards
• Maintain operational documentation, support evidence, and audit artefacts
• Contribute to governance forums, operational reviews, and risk assessments
• Lead AI engineers provided through strategic delivery partners

• Significant experience supporting, operating, or maintaining production AI, machine learning, analytics, or data-driven solutions
• Strong understanding of AI solution life cycles, including deployment, monitoring, maintenance, and enhancement
• Experience leading technical teams and coordinating third-party delivery partners
• Strong incident management and problem-solving capabilities
• Experience managing application support, service management, or operational delivery functions
• Strong understanding of data platforms, APIs, cloud environments, and software delivery practices
• Experience working with Agile delivery methodologies and Dev Ops practices
• Excellent stakeholder management and communication skills
• Ability to prioritise effectively and manage multiple initiatives simultaneously
• Strong organisational and leadership capabilities
• Experience supporting Generative AI, machine learning, large language model (LLM), or agentic AI solutions
• Experience with Azure AI, Databricks, Microsoft Copilot Studio, Azure OpenAI, Foundry, or similar AI technologies
• Understanding of Responsible AI principles, model monitoring, bias management, and AI governance requirements
• Experience with in insurance, financial services, or other highly regulated industries
• Familiarity with ITIL, Service Management, or Site Reliability Engineering practices
• Ability to attend the local office at least three days per week
• Ability to work occasional out-of-hours, including evenings and weekends, when required

Demonstrates expertise in managing and optimizing AI solutions post-deployment, ensuring compliance with governance standards while leading technical teams and coordinating with stakeholders. Proficient in incident management, operational delivery, and continuous improvement within regulated industries.

• AI Solution Lifecycle Management
• Incident Management
• Service Management
• Agile Delivery Methodologies
• Generative AI Experience

• Production AI Support
• Machine Learning Solutions
• Data-Driven Solutions
• Operational Documentation
• Defect Management
• Model Monitoring
• Bias Management
• Cloud Environments
• APIs
• Software Delivery Practices

• Stakeholder Management
• Communication Skills
• Organizational Skills
• Leadership Capabilities
• Problem-Solving Skills

• Insurance
• Financial Services
• Regulated Industries
• ITIL
• Service Management
• Site Reliability Engineering

• Azure AI
• Databricks
• Microsoft Copilot Studio
• Azure OpenAI
• Foundry