AI Service Manager

About the role

The Johns Hopkins University Applied Physics Laboratory (APL) seeks an Enterprise AI Service Manager to 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.

Responsibilities

• 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.
• Cook up 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, escalate 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

• 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.
• Able to obtain a Secret level security clearance.