As AI Service Owner – ChatGPT & Generative AI , you are accountable for the end-to-end operation and evolution of ChatGPT Enterprise and related generative AI services at AdEx. You ensure stable operations, controlled change, compliant usage, and effective user enablement , while continuously increasing business value and adoption across the organization. Acting as the single point of accountability for the AI service, you coordinate closely with IT, security, compliance, HR, and business teams, and serve as the primary contact for OpenAI .

This role follows a lean, pragmatic service management approach , aligned with ITIL and modern SaaS operating models, suitable for a fast-growing consulting environment. Service Operations & Incident Management Own and coordinate 1st, 2nd and 3rd level support for ChatGPT and related AI services. Ensure structured incident logging, escalation, resolution and root cause communication . Coordinate issue resolution with OpenAI and internal technical teams. Change & Service Lifecycle Management Govern service changes, including feature enablement, integrations, configuration and policy updates .

Communicate new features, models and proven use cases via internal channels. Coordinate training and enablement activities for new capabilities. Access, License & Consumption Management Manage user provisioning and deprovisioning (including SCIM-based automation). Own role-based access models, licenses, credits and token usage . Monitor adoption, usage KPIs and cost efficiency. Coordinate joiner / leaver processes with HR and IT. Knowledge & Documentation Management Establish and maintain a central AI knowledge base (use cases, FAQs, known issues).

Own service documentation, onboarding materials and operational guidelines. Vendor, Compliance & Governance Act as single point of contact (SPOC) for OpenAI. Support contract renewals and vendor coordination. Ensure continuous compliance with GDPR, ISO 27001 and internal AI governance standards . Support audits, access reviews and usage controls. Continuous Improvement Identify optimization opportunities across cost, usage and service quality . Evaluate and onboard new generative AI capabilities into the AdEx AI ecosystem Experience in IT Service Management, Application Management or SaaS Operations .

Solid understanding of ITIL-based service management (formal certification is a plus). Experience managing enterprise SaaS platforms (e.g. Microsoft 365, cloud platforms, collaboration tools). Basic to solid understanding of generative AI concepts , such as LLMs, prompt usage, model updates and data controls. Experience with identity, access and license management (SCIM, RBAC, user lifecycle processes). Familiarity with compliance and security requirements (GDPR, ISO 27001 or similar). Experience in vendor and stakeholder management . Strong documentation and communication skills.

Strong ownership mindset and accountability. Structured, solution-oriented and pragmatic working style. Ability to coordinate across technical and non-technical stakeholders . Clear and confident communicator, both written and verbal. Ability to balance operational stability with innovation and change . Comfortable working in a dynamic, fast-growing consulting environment .