Everyone is talking about AI but very few are actually implementing it end-to-end.

This role is not about building models in isolation. This is a senior transformation role focused on enterprise adoption of AI and intelligent automation, not a pure technical AI research or model-building position.

Candidates with strong backgrounds in digital, data, automation, or large-scale transformation — and recent exposure to AI-driven initiatives — are highly relevant, even if their career did not start in “AI-specific” roles.

What You Will Actually Be Solving (Not Just Managing)

• Disconnected AI pilots that never scale beyond POCs

• Legacy systems blocking AI integration

• High OPEX in customer support, network operations, and manual workflows

• Lack of AI strategy alignment between tech, product, and business units

• Pressure from leadership to modernise while maintaining operational stability

This is a transformation mandate, not a research role.

Core Responsibilities

1. Enterprise AI Strategy & Execution

• Define and drive AI transformation roadmap across business units (Network, CX, Digital, Operations)
• Identify high-impact AI use cases tied directly to revenue, efficiency, and customer retention
• Partner with C-suite to align AI investments with commercial priorities

2. AI Use Case Deployment (Real, Not Theoretical)

Lead implementation of AI initiatives such as:

• Predictive network maintenance
• AI-driven customer service automation
• Churn prediction and retention models
• Intelligent pricing & personalisation engines
• AI-enabled fraud detection and risk systems

You will be accountable for scaling solutions beyond pilot stage.

3. Cross-Functional Stakeholder Leadership

• Work with CTO, CDO, Product, and Operations teams
• Translate technical AI capabilities into business language
• Align vendors, internal AI teams, and external partners
• Navigate organisational resistance to change (very real in telco)

4. Vendor & Ecosystem Management

• Evaluate AI vendors, platforms, and solutions (GenAI, MLOps, automation tools)
• Avoid overinvestment in hype-driven tools with low ROI
• Build scalable AI partnerships within the telco ecosystem

5. Operational Transformation & Cost Optimisation

• Reduce manual workflows using AI automation
• Improve operational efficiency across network and service operations
• Drive measurable KPIs (cost savings, speed, CX improvements)

Requirements

Experience & Background

• 10–15+ years of experience in Digital Transformation, Data, Technology, Product, or Enterprise Change roles within Telco, Tech, Consulting, or large-scale enterprise environments
• Proven track record leading complex, cross-functional transformation programmes (e.g. digitalisation, automation, data transformation, or AI-enabled initiatives)
• Hands-on involvement in deploying advanced analytics, automation, machine learning, or AI-driven solutions in real business settings — not just conceptual strategy
• Strong foundation in technology, data, digital, or AI-related disciplines through formal education and/or substantial enterprise experience
• Ongoing learning in AI and emerging technologies is welcomed, including formal degree programmes or structured postgraduate study
• Surface-level certifications, short bootcamps, or purely theoretical AI credentials without proven large-scale implementation experience will not be considered a substitute for hands-on transformation leadership
• Consulting (McKinsey, BCG, Accenture, etc.) + AI programmes with proven track record delivering large-scale tech or AI initiatives (not just strategy decks)

This role does not require a decade of pure AI experience. It requires senior leaders who have evolved alongside emerging technologies and successfully integrated new capabilities into legacy and enterprise environments.

AI & Technology Exposure

• Demonstrated experience implementing AI, automation, advanced analytics, or data-led initiatives within operational or customer-facing functions
• Strong understanding of how AI integrates into enterprise systems (CX platforms, network operations, CRM, billing, digital channels, etc.)
• Ability to translate AI capabilities into measurable business outcomes such as cost optimisation, service automation, customer experience enhancement, and operational efficiency
• We are not looking for a research scientist or pure AI engineer but we are looking for a transformation leader who can operationalise AI at scale. (Practical, Not Academic)

Leadership & Stakeholder Capability

• Experience working directly with C-suite stakeholders (CTO, CIO, CDO, COO, CEO) on strategic technology or transformation agendas

• Strong ability to align technical teams, business units, and external vendors within large, matrixed organisations

• Credibility to influence both technical specialists and non-technical leadership in a traditionally structured industry such as telecommunications

Industry & Environment Fit

• Experience in Telco, Digital Infrastructure, SaaS, Consulting, or other large-scale, regulated, or legacy-heavy environments is highly preferred
• Prior exposure to enterprise-scale systems, legacy integration challenges, and organisational change management
• Familiarity with vendor ecosystems, system integrators, and enterprise technology deployment cycles

What Will Make a Candidate Stand Out

• Experience scaling initiatives beyond pilot stage into enterprise-wide adoption
• Background in digital transformation, data transformation, or automation programmes prior to recent AI initiatives
• Ability to balance innovation with operational stability in complex, legacy environments
• Commercial mindset with a focus on ROI, efficiency, and measurable transformation impact

Benefits

This is not a plug-and-play hire.

Impact & Success Metrics (12–24 Months)

• AI initiatives successfully deployed at scale (not stuck in pilot)
• Measurable OPEX reduction through automation
• Improved customer experience via AI-driven journeys
• Enterprise-wide AI governance and adoption framework established
• Clear ROI on AI investments

At Substance, we believe in genuine connections, not just filling roles. If your profile is a strong match, you’ll hear from us within 1-2 weeks. If not, no empty promises—just know we appreciate your interest, and we’ll keep you in mind for future opportunities where you can truly make an impact. Our focus is on building meaningful partnerships, so when the right role comes along, we’ll be ready to make it count.

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