Manager - IT Operations & AI Solutions

Arthur J. Gallagher · Colombo

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At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips.

Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve.

If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.

We’re looking for an AI Support Manager to lead the operational support of our enterprise AI platforms and services. This role is key to ensuring the reliability and performance of our AI systems while fostering collaboration between technical teams and business stakeholders. You’ll work in a dynamic environment, managing a team and driving continuous improvement in service delivery.

In this role, you’ll oversee the day-to-day support of AI systems, ensuring they run smoothly and efficiently. You’ll manage ticket triage and resolution processes, ensuring issues are addressed promptly. By collaborating with AI Product, Engineering, and business teams, you’ll ensure our AI solutions meet business needs. Leading a team of support analysts and engineers, you’ll foster a culture of accountability and customer service excellence. Your work will directly contribute to the success of our AI-powered solutions.

Here’s what you’ll bring to the role:

• Over 10 years of experience in IT, including application support and incident management.
• At least 3 years of experience managing teams.
• A degree in Computer Science, IT, Engineering, or a related field.
• Experience with AI/ML-powered applications or intelligent automation platforms.
• Knowledge of tools like ServiceNow or Jira.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management abilities.
• Familiarity with cloud platforms (e.g., Azure, AWS, Google Cloud) and ITIL certification is a plus.

Join us and help champion The Gallagher Way.

#LI-Hybrid

In this role, you’ll oversee the day-to-day support of AI systems, ensuring they run smoothly and efficiently. You’ll manage ticket triage and resolution processes, ensuring issues are addressed promptly. By collaborating with AI Product, Engineering, and business teams, you’ll ensure our AI solutions meet business needs. Leading a team of support analysts and engineers, you’ll foster a culture of accountability and customer service excellence. Your work will directly contribute to the success of our AI-powered solutions.

Here’s what you’ll bring to the role:

• Over 10 years of experience in IT, including application support and incident management.
• At least 3 years of experience managing teams.
• A degree in Computer Science, IT, Engineering, or a related field.
• Experience with AI/ML-powered applications or intelligent automation platforms.
• Knowledge of tools like ServiceNow or Jira.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management abilities.
• Familiarity with cloud platforms (e.g., Azure, AWS, Google Cloud) and ITIL certification is a plus.

Join us and help champion The Gallagher Way.

#LI-Hybrid

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