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

Description

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.

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.

You'll work directly with OTS partner teams, cross-functional stakeholders, and operational customers who depend on Service Desk for speed and accuracy. This is your opportunity to build program team with technical capability functions from scratch, develop career pathways, and establish the methods and mechanisms that bring structure to operational complexity. You'll coach your team through ambiguous decisions, unblock critical dependencies, and occasionally jump into delivery gaps to protect customer satisfaction and program milestones.

What sets this role apart:
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.

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. Beyond regular responsibilities, you're building the team's…