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

Key job responsibilities

• Program Portfolio Leadership
• Team Development and Growth
• Stakeholder and Dependency Management
• Strategic Program Execution
• Operational Excellence

A day in the life

• Reviewing program health dashboards
• Unblocking stakeholders, OTS partner teams, program ICs, and cross-functional dependencies
• Coaching Program Managers through ambiguous decisions
• Translating Service Desk vision into executable roadmaps
• Jumping into critical delivery gaps when necessary

About the team

We are the Service Desk Strategy COE Continuous Improvement team, the engine that transforms Service Desk vision into measurable operational reality. Our mission is to deliver predictability, governance, and scalability across strategic programs that position Service Desk as the AI center of excellence customers trust.

Basic Qualifications

• 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

Preferred Qualifications

• Knowledge of SQL
• PMP certificate
• MBA

Amazon Benefits

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

About the role

This role solves the critical gap between strategic program design and operational execution. You'll establish governance frameworks, career pathways, and delivery predictability across concurrent initiatives including CSAT improvement, MTTR reduction, and Knowledge Management transformation. Your team will improve the customer experience and recover headcount capacity through AI-powered solutions. They will also maintain 100% SLA compliance and capacity requirements against demand.

Qualifications

You're not inheriting a mature function because you're building it. You'll define how Service Desk delivers strategic programs at scale, establish the technical programming proactively, and position your team as the go-to experts for AI enablement and continuous improvement. Your success directly enables Service Desk to evolve for the now and future with the predictability and governance that operational customers expect.

Benefits

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