West IT Service Senior Manager

About the role

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation—inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

As the West IT Service Senior Manager, you act as the functional leader for your team of local IT Managers and Core Staff members, holding responsibility for all IT Service teams within the BCG West offices (seven offices across the West System). You will drive an AI-first, experience-led approach to IT services, embedding automation, continuous improvement, and change management into day-to-day operations. You report directly to the Regional IT Service Senior Director and carry overall responsibility for the IT function across the West offices. This role demands a genuine people leader who invests in their team, listens before acting, and creates an environment where people do their best work.

Responsibilities

• Lead IT Services across the seven offices in the West System
• Lead the evolution of the IT Services function from a traditional service model to an AI-first, experience-led operation by embedding experimentation, automation, and data-driven decision-making into local IT services
• Own West ITS KPIs and SLAs while evolving towards experience-based and outcome-driven metrics (e.g., digital health, productivity, user journeys)
• Act as a strategic technology partner to the West leadership, aligning IT capabilities with business priorities and future workforce needs
• Serve as the primary point of contact for local business leadership across all West offices as the face of Tech@BCG in the region
• Plan and govern West IT CapEx and vendor/carrier strategy; negotiate contracts to balance resilience, cost, and UX
• Serve as the West’s single accountable owner for IT Services; partner with West Senior Leadership, office/system MDPs, and global IT/Finance/HR
• Sponsor and drive RtB activities, cost management, and transparency at System level
• Identify and scale opportunities leveraging AI, automation, and emerging technologies to transform IT service delivery and user productivity
• Ensure onboarding/training consistency across the West System offices
• Lead risk management and escalations; ensure compliance with security and regulatory requirements
• Coach and develop your core staff, with a strong focus on continuous upskilling to meet the evolving demands of AI, automation, and the digital workplace

Requirements

• 8–12+ years in IT service delivery within a global matrix in professional service environment or equivalent
• Proven experience running multi-site or regional service delivery across geographically dispersed teams
• Strong grounding in ITIL service management disciplines (Incident, Problem, Change, Major Incident), with experience leading SLA / XLA-driven operations
• Background in service transformation or operating model redesign: you have changed how a function works, not just run it
• Exposure to AI, automation, or digital workplace transformation initiatives (preferred)
• Proven leadership of remote, cross-cultural teams
• Demonstrated OPEX/CAPEX ownership and vendor/carrier strategy leadership
• Track record partnering with senior leadership, Finance, HR, and MDPs
• Demonstrated ability to drive innovation and experimentation in IT environments, beyond traditional service delivery
• Experience leveraging data and analytics to improve service quality and user experience

Skills

• Technical & functional expertise: designs pragmatic standards, transfers know-how across offices
• Demonstrated success driving automation adoption and self-service at scale, not just piloting it
• Problem solving & insight: structures ambiguous issues; frames trade-offs for senior decisions
• Effectiveness & value creation: drives measurable outcomes; anticipates risks; meets deadlines
• Communication, presence & influence: concise executive communication; adapts style; drives decisions
• Teaming & collaboration: builds strong cross-functional partnerships; resolves conflict constructively
• People development & leadership: sets direction, coaches, manages performance, builds bench strength
• Role model: integrity, confidentiality, inclusion; growth mindset
• Strong vendor governance instincts: sets clear expectations, tracks them rigorously, and acts when they are missed
• Acting as a technical expert by consistently evaluating existing systems and recommending technology for replacements and/or upgrades
• Displaying a high level of emotional intelligence, steadfast composure, tact, patience, and the ability to handle stressful situations

Schedule

Maintains a flexible and proactive approach to supporting business objectives, including availability to work outside standard business hours as needed to meet project timelines and deliverables. Regional travel is required across the West System. Generally expected to work from a BCG office or in person with clients on a regular basis (typically around 50% of working time), depending on business needs and in line with local policies and practices.

Pay

Base salary range begins at $127,000 in the lowest cost US region and goes up to $165,000 in the highest cost US region. Specific base salaries within the range depend on various factors such as experience and skill set. Total compensation includes an annual discretionary performance bonus of up to 20% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years.

Benefits

• Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children
• Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs
• Dental coverage, including up to $5,000 in orthodontia benefits
• Vision insurance with coverage for both glasses and contact lenses annually
• Reimbursement for gym memberships and other fitness activities
• Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan
• Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement
• Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month)
• Paid sick time on an as needed basis