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

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

Job :  |  Services LLC

Build the future of Service Desk operations by leading a team that transforms strategic vision into measurable results. The role delivers program entitlements through AI Enablement, Defect Elimination, and Continual Improvement programs, positioning Service Desk as the AI center of excellence that customers trust. You will establish governance frameworks, career pathways, and delivery predictability across concurrent initiatives such as CSAT improvement, MTTR reduction, and Knowledge Management transformation.

• Program Portfolio Leadership: Own end‑to‑end delivery of concurrent strategic programs with complex technical dependencies and cross‑functional stakeholder coordination; ensure projects are completed on time, within budget, and within scope while maintaining charter frameworks, reporting, and risk management.
• Team Development and Growth: Build and scale a team of Program Managers and IT SMEs, develop clear career pathways and PM conversion opportunities, and position the team as technical program experts through artifact quality and delivery excellence.
• Stakeholder and Dependency Management: Interface with OTS and Amazon partner teams, unblock deliverables, and keep multiple projects on track while bridging strategic program design and operational execution.
• Strategic Program Execution: Lead programs in Defect Elimination, Quality Framework, AI Enablement, CSAT Strategy, Training Framework, Capacity Management, and Knowledge Management, positioning Service Desk as an AI center of excellence.
• Operational Excellence: Drive MTTR reduction, maintain SLA compliance, achieve measurable process efficiency gains, and ensure zero understaffing incidents during peak periods using predictive capacity models.

You begin mornings reviewing program health dashboards and identifying risks across concurrent initiatives. Most of the day is spent unblocking stakeholders, partner teams, and cross‑functional dependencies to keep AI Enablement, Defect Elimination, and CSAT programs on track. You coach Program Managers through ambiguous decisions, protecting the team from scope creep, and preserving quality and customer satisfaction. Afternoons are spent in strategic planning sessions translating Service Desk vision into executable roadmaps, while occasionally jumping into critical delivery gaps to protect milestones.

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

• USA, TN, Nashville: $ – $ USD annually
• USA, TX, Austin: $ – $ USD annually
• USA, WA, Bellevue: $ – $ USD annually

• 5+ years of working cross‑functionally with tech and non‑tech teams
• 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

• Knowledge of SQL
• PMP certificate
• MBA

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