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

Key job responsibilities

• Program Portfolio Leadership: 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.
• Team Development and Growth: 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.
• Stakeholder and Dependency Management: 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.

A day in the life

You start mornings reviewing program health dashboards, identifying risks across concurrent initiatives. Most of your day is spent unblocking stakeholders, OTS partner teams, program ICs, and cross-functional dependencies while keeping AI Enablement, Defect Elimination, and CSAT programs on track. You coach your Program Managers through ambiguous decisions, ensuring they own outcomes independently. Afternoons are spent in strategic planning sessions, translating Service Desk vision into executable roadmaps while protecting your team from scope creep and preserving quality and customer satisfaction. You occasionally jump into critical delivery gaps when programs risk missing milestones.

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. Every program we execute, from AI Enablement recovering HC capacity to Defect Elimination savings, directly enables operational customers to deliver on their promise with speed and accuracy.

You will lead Program Managers and IT engineers who act as technical SMEs and project leads across six concurrent initiatives: AI Enablement, Defect Elimmination, CSAT Strategy, Quality Framework, Knowledge Management, Training, and Capacity Management. Your team bridges the gap between strategic design and operational execution, unblocking OTS partner teams, managing cross-functional dependencies, and ensuring programs deliver on time, within budget, with quality outcomes. You will work directly with stakeholders ranging from operational teams depending on Service Desk reliability to Senior OTS leaders driving global transformation.

This is a team we are building from scratch. You will establish governance frameworks, career pathways, and the methods that bring structure to operational complexity. We operate with Day 1 culture, holding ourselves accountable to data and never stopping asking how we can do it better. If you want to build the function that future-proofs Service Desk and develop leaders who will carry this mission forward, this is where you belong.

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