Service Desk Manager III, Program Management - Continuous Improvement, OTS Global Service Desk - Strategy COE

Amazon · Nashville, TN · Today

ManagementFull-time

About the role

Build the future of Service Desk operations by leading the team that transforms strategic vision into measurable results. You'll manage Program Managers and IT engineers delivering program entitlements through AI Enablement, Defect Elimination, and Continual Improvement programs that position Service Desk as the AI center of excellence that customers trust.

Responsibilities

Own end-to-end delivery of concurrent strategic programs with complex technical dependencies and cross-functional stakeholder coordination.
Ensure all projects deliver on time, within budget, with quality outcomes and controlled scope.
Establish charter programs with tracking, reporting, risk management, and milestone governance frameworks.
Build and scale a team of Program Managers and IT SMEs capable of delivering complex programs independently on a global scale.
Develop clear career pathways and PM conversion opportunities.
Position team as technical capable program experts through artifact quality and delivery excellence.
Interface with OTS and Amazon partner teams owning critical dependencies.
Unblock deliverables and force multiple projects to stay on track with Day 1 culture.
Bridge the gap between strategic program design and operational execution to ensure consistent delivery outcomes that meet customer expectations.
Strategic Program Execution: Defect Elimination, Quality Framework, AI Enablement, CSAT Strategy, Training Framework, Capacity Management, and Knowledge Management programs.
Position Service Desk as AI center of excellence and KB-led organization.
Operational Excellence: Drive MTTR reduction, maintain SLA compliance, achieve measurable process efficiency gains.
Ensure zero under staffing incidents during peak periods and maintain utilization through predictive capacity models.

Requirements

5+ years of working cross functionally with tech and non-tech teams experience
5+ years of team management experience
5+ years of cross functional project delivery experience
5+ years of program or project management experience
Experience defining program requirements and using data and metrics to determine improvements

Qualifications

Knowledge of SQL
PMP certificate
MBA

Benefits

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.

The benefits that generally apply to regular, full-time employees include:

Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you!