Operations Process Lead - AI & Process Improvement ( Event, incident, problem and change management)

Contribute across event, incident, problem and change management. Run day-to-day process performance, governance and KPIs alongside the team’s process owners, keeping things lean, practical and aligned with how engineering actually works.

Act as an AI champion within the team. Spot, test and roll out AI use cases that remove manual effort, such as:

alert correlation and noise reduction in event management

auto-triage, smart assignment and AI-written incident summaries

pattern detection and AI-assisted root cause analysis in problem management

risk scoring and automated approval of low-risk changes

Turn ideas into working improvements. Build the case, run pilots, measure results and scale what works across ServiceNow, PagerDuty, Grafana and the wider operations toolset.

Bring fresh ideas from the industry. Keep up with AIOps, SRE, ITIL 4/5, DevOps and agentic AI, and share what could work for TomTom.

Improve through data. Track measures like MTTD, MTTR, incident recurrence, alert-to-incident ratio and change failure rate, and use them to coach the team decide what to fix next.

Share what you learn. Run demos, document good practice and Mentor/coach colleagues get more out of AI tools every day.

Keep AI responsible. Build in human oversight, data privacy, accuracy checks and auditability as standard.

Collaborate across TomTom. Work closely with engineering, product, support and security teams, so the processes help delivery move faster.

Hands-on experience with event, incident, problem and/or change management in a live production environment.

A good grounding in ITIL 4/5, and a practical mindset. You apply what adds value and question what doesn’t.

Practical experience using AI or automation to improve operations. That could be generative AI, AI agents, predictive models or workflow automation, ideally with results you can point to.

A working understanding of generative AI and LLMs. This covers prompting, AI agents and knowledge retrieval, plus a clear view of their limits and risks.

Experience with ServiceNow or a similar ITSM platform, along with monitoring tools such as Grafana or PagerDuty.

Strong analytical skills. You’re comfortable with KPIs, dashboards and turning data into clear recommendations.

A collaborative, team-first approach. You enjoy building on others’ expertise, sharing your own and moving ideas forward together.

Excellent spoken and written communication skills, so you can explain a process change or an AI pilot clearly to engineers, leadership and stakeholders.

Curiosity and a bias for action. You experiment, learn fast and come back with results.

Experience with AIOps platforms or ServiceNow AI capabilities, such as Now Assist or Predictive Intelligence.

Scripting or low-code automation skills (e.g., workflow builders).

Familiarity with SRE practices, error budgets and DORA metrics.

ITIL 4/5 or AI/ML-related certifications.

Experience in a global, product-led technology company.