memories/ai-operations-team-a8696267.md

memory

The AI Operations team serves as the central hub and center of excellence for Docebo, focusing on AI strategy, platform architecture, governance, and shared infrastructure.

Leadership & Structure

  • Director: [[Sam Irizarry]] (Strategic direction, governance, and roadmap).
  • Manager (effective 2026-09-01): [[Samuel Adams]] (Day-to-day team execution and project coordination).
  • Executive Leadership: [[Nitin Chopra]] (CIO/CISO; executive sponsor) and [[Marco Bettineschi]] (Senior Director, IT; leadership feedback and resourcing).

Core Team Members

  • [[Giuseppe Bonanno]] (Full Stack Developer; infrastructure/architecture).
  • [[Preet Patel]] (AI Operations Developer; custom builds and tool evaluation).

Operating Model

AI Ops operates on a hub-and-spoke model.

  • Hub: The central team providing shared standards, security routing, and governance.
  • Spokes: Embedded champions within business units (e.g., [[John Kipe]], Revenue/GTM) who maintain accountability for business outcomes and domain-specific adoption.

External Partnerships

  • UnifyApps: External delivery partner coordinated by AI Ops. Key contacts: [[Inosha Sodhi]], [[Vinita Swami]], and [[Pratik Singh]] (senior escalation).

Operating Model Details

  • Work Entry: Requests via [[AIPM service desk]], proactive/directed work in [[APMT project board]], coordination via Slack.
  • Work Taxonomy: REQUEST, CITZ APP, CONSULT, CB, CBX, INF-PLAT, R&D.
  • Cadence: Two-week sprints; monthly leadership digest for the [[AI Steering Committee]].
  • Decision Partners: [[Marco Bettineschi]] and [[Nitin Chopra]] provide strategic direction/major approvals. [[Giuseppe Bonanno]] leads technical implementation.

Stakeholder Map (Reference: 2026-08-26)

  • Operating Leadership: [[Sam Irizarry]] (Director), [[Samuel Adams]] (Manager, effective Sept 1, 2026).
  • Engineering: [[Giuseppe Bonanno]] (Tech Lead), [[Preet Patel]] (Developer), [[Shaurya Mittal]] (Intern, through Aug 28, 2026).
  • Executive/Strategic: [[Marco Bettineschi]] (Senior Director, IT), [[Nitin Chopra]] (CITO).
  • Hub-and-Spoke: [[John Kipe]] (GTM/Revenue), plus upcoming GTM hire (Sept 2026).
  • External Partner (UnifyApps): [[Inosha Sodhi]], [[Vinita Swami]], [[Pratik Singh]] (Escalation).
  • Principles: Business units own outcomes; AI Ops provides platform/governance. Executive direction does not bypass triage/delivery tracking. Formal requests require [[AIPM service desk]] or [[APMT project board]] records.

Intake and Triage SOP

  • Primary Owner: [[Samuel Adams]]
  • Secondary Coverage: [[Giuseppe Bonanno]], [[Preet Patel]]
  • Absence/Escalation: [[Sam Irizarry]]
  • Governance Guardrails: Requests must be tracked via [[AIPM service desk]] or [[APMT project board]]. Never action material builds or external token requests without proper documentation and sizing. Redirect requests to appropriate service desks where applicable.

Mission

AI Operations exists to be Docebo's central hub and center of excellence for applied AI — enabling the rest of the business to safely and effectively adopt AI tools and build AI-powered workflows, rather than doing all the building itself. The team balances two goals: (1) making approved AI platforms (Claude, ChatGPT, Glean, Lovable, etc.) broadly accessible and well-governed, and (2) directly designing/building custom AI solutions (agents, integrations, automations) for teams whose problems are big enough or sensitive enough to need dedicated engineering.

Scope

In scope:

  • Governance, access provisioning, and lifecycle management for AI platforms provided to Docebo employees (seats, credentials, MCP connectors, token/context management).
  • Custom AI solution consulting and builds (CB/CBX work) for cross-functional business problems (e.g. Legal contract review, Customer Success reporting).
  • Citizen-developer enablement: infrastructure, templates, and guardrails for non-engineers building with tools like Lovable/Vercel/Supabase.
  • Security/scope review of AI-powered or citizen-built applications before production use.
  • Intake and triage of all AI-related requests via the [[AIPM service desk]], escalating sprint-worthy work to the [[APMT project board]].

Out of scope (redirect elsewhere):

  • Systems entirely outside AI Ops' remit: Salesforce, Jira, GitLab, Google Workspace/Apps Script authentication, Gong/Business Applications APIs — redirected via the [[AIPM Playbook: Misrouted / Out-of-Scope Requests (Wrong Queue Redirects)]].
  • Customer-facing AI/security due-diligence questionnaires — owned by the Security team.
  • General IT/Corporate IT access requests unrelated to AI platforms.