Domain Consultant – Head of Service Desk AI Transformation | Capgemini Bangalore

Company: Capgemini
Location: Bangalore, India
Job Type: Full-Time
Experience Required: 15–20 Years
Application Deadline: 31 August 2025
Educational Qualification: Bachelor of Engineering (B.E.)
Job ID: 370219

About the Role

Capgemini is hiring an experienced Domain Consultant to lead the AI Transformation of its Service Desk function. This is a senior leadership position for technology visionaries with expertise in IT services, automation, and AI-driven innovations.

The role involves creating and executing a strategic AI roadmap, implementing intelligent automation, and transforming IT Service Management (ITSM) into a proactive, business-aligned function.

Key Responsibilities

1. Strategic AI Transformation Roadmap

  • Design AI Strategy: Build a scalable and impactful AI roadmap for the service desk.

  • Identify AI Opportunities: Spot areas where AI can enhance incident resolution, service requests, and user engagement.

  • Business Alignment: Collaborate with IT and business leaders to align AI initiatives with measurable outcomes.

2. AI Technology Implementation

  • Deploy AI tools such as chatbots, virtual agents, NLP engines, and automation platforms.

  • Integrate AI with ITSM platforms like ServiceNow Virtual Agent and Microsoft Copilot.

  • Create strong data pipelines for AI/ML model training and performance optimization.

3. Process Innovation & Optimization

  • Reimagine workflows with an automation-first approach.

  • Enhance self-service capabilities and reduce resolution times.

  • Track AI performance with KPIs and improve processes continuously.

4. Leadership & Stakeholder Collaboration

  • Lead global AI adoption within IT operations.

  • Manage cultural change towards AI-driven solutions.

  • Present transformation progress and ROI to senior executives.

Must-Have Skills

  • Deep knowledge of ITSM and service desk operations (ITIL processes).

  • Hands-on AI expertise: NLP, chatbots, automation tools.

  • Integration experience with platforms like ServiceNow and Microsoft Copilot.

  • Strong understanding of AI/ML model deployment and data pipelines.

  • Strategic vision for enterprise AI transformation.

Good-to-Have Skills

  • Cloud-native AI experience (AWS, Azure, Google Cloud).

  • Cybersecurity knowledge for AI-powered operations.

  • ITIL, AI/ML, or ITSM certifications.

  • Proven success in large-scale automation projects.

Qualifications & Experience

  • Education: B.E. in Computer Science, IT, or related field.

  • Experience:

    • 15–20 years in IT service management or digital transformation.

    • At least 5 years in AI-driven ITSM transformation.

Key Competencies

  • AI-driven innovation mindset.

  • Strong stakeholder engagement and leadership skills.

  • Ability to deliver measurable business outcomes through technology.

Why Join Capgemini?

  • Pioneering Role: Shape the future of enterprise service desks with AI.

  • Leadership Platform: Influence organizational strategy globally.

  • Innovation-Driven Culture: Collaborate with forward-thinking teams.

  • Impactful Work: Drive real improvements in IT performance and cost efficiency.

Application Process

Apply before 31 August 2025 by submitting your updated resume with achievements in AI/ML, ITSM optimization, and leadership roles.

📌 Apply Here: Capgemini Careers – Domain Consultant AI Transformation

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