Sr Manager, AI Platforms Service Management

Our vision is to transform how the world uses information to enrich life for all . Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever. As the Senior Manager of AI Platforms Service Management for Micron's EnableAI initiative, you will own the end-to-end service lifecycle for Micron's enterprise AI platforms — including Microsoft 365 Copilot, GitHub Copilot, Anthropic Claude, Azure OpenAI, UiPath, and emerging agentic platforms. Positioned within Enterprise Infrastructure & Security, you are the accountable service owner who turns new AI capabilities into reliable, cost-disciplined, and broadly adopted enterprise services. You will lead a group of platform service engineers and adoption specialists who run AI platforms as products — from evaluation and onboarding through deployment, optimization, cost management, incident response, and continuous improvement. By treating AI platforms as managed services with clear value stories, transparent unit economics, and a strong adoption motion, you will accelerate Micron's AI strategies while making the service experience effortless for our global workforce. Responsibilities: Platform Strategy & Lifecycle Ownership: Own the end-to-end lifecycle for Micron's AI platform portfolio (e.g., Microsoft 365 Copilot, GitHub Copilot, Anthropic, Azure OpenAI, UiPath, agentic platforms) — evaluation, onboarding, deployment, steady-state operations, and retirement. Maintain a forward-looking roadmap that anticipates new entrants, model releases, and capability shifts; run structured evaluations and proof-of-value pilots with clear scoring on capability, security, total cost of ownership, and business fit. Convert pilot outcomes into productized offerings in a governed AI service catalog, with reusable reference patterns business teams can plug into quickly. Deployment, Operations & Optimization: Lead enterprise-ready onboarding and configuration of each platform — tenancy, identity, data boundaries, logging, and admin governance — so platforms are production- and audit-ready on day one. Operate platforms to defined SLOs for availability, latency, throughput, and quality; instrument observability for usage, drift, and degradation. Drive model selection and routing, prompt and agent optimization, caching, capacity planning, and eval-gated releases that balance quality, speed, and cost. Cost Management & FinOps for AI: Own AI platform unit economics — token consumption, license utilization, agent run cost, infrastructure spend — and translate them into transparent showback and chargeback for the business. Forecast demand by use case and work type, set budget guardrails and quotas, and rationalize licenses, SKUs, and model tiers to optimize value per dollar. Partner with Finance, Procurement, and the Tokenomics function to tie AI spend to business outcomes (e.g., cost per resolved ticket, cost per generated artifact, cost per automated workflow). Service & Incident Management: Define and operate the service management framework — service levels, on-call, change and problem management, and post-incident learning — integrated with Micron's ITSM tooling. Lead incident response across provider outages, model regressions, capacity events, and abuse or data-exposure concerns, with clear communication during high-severity events. Drive continuous improvement through trend analysis, recurring-problem elimination, and tight feedback loops with engineering and security. Service Catalog, Adoption & Communications: Maintain a clear service catalog that helps users and business leaders request the right AI capability through self-service, with capability tiers aligned to work type and value. Treat each launch as a product moment: launch playbooks, value narratives, persona-targeted campaigns, demos, and a champions network across business units. Run an always-on enablement program — training, office hours, prompt libraries, intranet and Viva content, executive readouts — that grows habitual usage, not just licensed seats. Track and report adoption critical metrics (activation, weekly actives, time-to-first-value, saved-hours per persona, qualitative impact stories) and feed insights back into the roadmap. Responsible AI, Vendor & Partner Management: Embed Responsible AI controls — data handling, prompt and response logging, human-in-the-loop checkpoints, and abuse monitoring — and partner with Security, Legal, Privacy, and Audit to keep platforms compliant and audit-ready. Serve as the senior service-side relationship owner for AI vendors and hyperscalers; drive roadmap influence, critical issues, commercial reviews, and joint operating cadences. Negotiate and optimize commercial terms, consumption commitments, and SLAs with Procurement, Finance, and Legal; bring an informed point of view on where Micron should lean in, hold, or exit. People Leadership & Executive Engagement: Build, lead, and develop a high-performing team of platform engineers, and adoption specialists — hiring, mentoring, performance management, succession planning, and a follow-the-sun coverage model for a global 24x7 enterprise. Develop an inclusive culture dedicated to growth where the team experiments responsibly, raises issues early, and continuously improves how AI platforms are run. Act as the senior service voice for AI platforms with executive team members across IT, business, and manufacturing; translate complexity into clear business outcomes, dashboards, and decisions, and represent Micron with hyperscalers and industry peers. Minimum Qualifications: Education: Bachelor's or Master's degree in Computer Science, Engineering, Information Systems, Business, or a related field, or equivalent experience. Experience: 7+ years experience in enterprise IT, platform operations, service management, or product manag