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

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 technical functionality from scratch building/refining governance frameworks, career pathways, and positioning Service Desk as the AI center of excellence that operational customers trust to deliver and evolve for the now and future with speed and accuracy.
• Amazon Benefits: Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
• 1. Medical, Dental, and Vision Coverage
• 2. Maternity and Parental Leave Options
• 3. Paid Time Off (PTO)
• 4. 401(k) Plan
• If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skill sets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

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 Elimination, 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
• Equal Opportunity
• Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
• Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

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