Lead, AI Production Services

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Own and build the enterprise AI Operations practice, ensuring all production AI, agentic, and automation solutions are reliable, observable, well-governed, and continuously improving. This is a hands-on leadership role responsible for building the AI Operations function from the ground up, including implementing frameworks, observability, and operational playbooks. This leader defines and operationalizes AI Ops standards, frameworks, and capabilities across the organization—establishing clear accountability, visibility, and control over AI systems at scale.

Serve as the functional leader for AI Operations, partnering closely with Product, Engineering, AI Transformation, and Delivery teams to ensure AI solutions are production-ready, resilient, and aligned to enterprise standards. Drive the implementation of governance, observability, and service management practices required to safely scale AI across the business.

This role establishes the operational foundation required to scale AI across the enterprise with confidence. By ensuring reliability, visibility, and control of AI and agentic systems in production, this leader enables widespread adoption while minimizing operational risk, controlling costs, and driving continuous improvement toward a more autonomous and efficient organization.

This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work, to be based from either Houston or Dallas, TX.

Key Responsibilities

• Own the Enterprise AI Operations Practice End-to-End

Hold full accountability for the AI Operations strategy, operating model, standards, processes, tools, and governance frameworks—defining, implementing, and evolving them to ensure consistency, reliability, and scalability across all production AI, agentic, and automation solutions.
• Drive Production Reliability, Support, and Governance

Establish and operationalize ITIL-aligned practices for incident, problem, and change management tailored to AI and agentic systems. Define enterprise SLAs, escalation paths, and support models (internal, supplier, hybrid), ensuring strong governance of agent behavior, access, and production risk across large-scale AI deployments.
• Lead Observability, Optimization, and Continuous Improvement

Define and implement enterprise observability and monitoring standards for AI behavior, performance, cost, and risk. Establish proactive detection, alerting, and operational telemetry across AI systems. Identify cross-product trends and systemic issues, driving improvements in reliability, performance, and cost efficiency.
• Establish Enterprise Reporting and Operational Reviews

Define standardized AI Operations metrics, scorecards, and dashboards. Publish consistent reporting on AI solution health, risks, and performance. Lead operational review forums, supplier accountability discussions, and action tracking to ensure continuous improvement.
• Partner with Product, Delivery, and Technical Teams

Serve as the primary operations counterpart to AI Product Management, Engineering, AI Platforms, Architecture, and DevOps—ensuring alignment on production readiness, observability integration, risk management, and operational excellence.
• Mature AI Operations as Capabilities Evolve

Continuously evolve the AI Operations practice in step with advancements in AI, agentic systems, orchestration, and automation technologies. Embed Responsible AI principles, governance, and cost optimization practices into operations.
• Build AI Operations Capability Across the Organization

Develop and implement playbooks, standards, training, and communities of practice to elevate AI operations maturity. Mentor teams and review production readiness and operational strategies to ensure alignment and scalability.

Minimum Qualifications

• Bachelor's Degree plus extensive years of experience in enterprise IT operations, service management, reliability engineering, or production support, including 6+ years of overall leadership experience, to include leading operations for AI/ML/agentic/production systems in large-scale environments, or demonstrated equivalent experience and education.
• Proven experience defining and governing operations frameworks, standards, and operating models across teams.
• Deep knowledge of AI/agentic production challenges (LLM observability, agent behavior governance, RAG/prompt drift, orchestration risks, cost management).
• Expertise in ITIL practices, observability (e.g., Prometheus, Grafana, OpenTelemetry), incident/change management, SLAs, and supplier governance.
• Strong background in risk management, FinOps/Cloud cost optimization, and executive-level reporting.

Preferred Qualifications

• Hands-on experience with AI platforms like Azure AI Foundry, AWS Bedrock, LangChain, or UiPath in production.
• Knowledge of Responsible AI operations, agentic risk governance, and emerging AI standards.
• Background in site reliability engineering (SRE), DevOps, or enterprise architecture.
• Experience with hybrid/multi-cloud environments and supplier management.
• Advanced degree in Computer Science, Engineering, or related field.

• Relocation assistance is not available for this position
• Sponsorship for US work authorization is not available for this position, now or in the future.

About AECOM 

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan. 

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com. 

What makes AECOM a great place to work 

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity. 

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.