Senior Program Manager

We are seeking a Senior Program Manager to lead high-impact, cross-functional programs within OTS Service Desk, operating across a global ecosystem of Operations, Product, TPM, and Field Engineering teams. This role owns the end-to-end program lifecycle — from ambiguous problem statements to scaled execution — driving operational excellence, service delivery improvements, and customer experience outcomes across multiple regions and time zones. The ideal candidate thrives in ambiguity, can independently structure complex problems, define program roadmaps, and deliver measurable results without waiting for perfect information. You will partner with global SD Operations leaders to identify gaps in service delivery, forecast accuracy, remote resolvability, and workforce planning — translating insights into actionable programs with clear milestones and accountability. The role requires influencing without authority across Product, TPM, and Field teams to align priorities, secure commitments, and drive adoption of SD-led initiatives even when competing interests exist. You will lead negotiations with cross-functional stakeholders on resource allocation, process ownership, and operational trade-offs — maintaining composure and earning trust through data-driven advocacy and transparent communication. This leader will own executive-level reporting, business reviews, and program narratives that connect operational metrics to strategic outcomes, ensuring leadership has clear visibility into progress, risks, and decisions needed. You will drive continuous improvement by identifying systemic inefficiencies, designing scalable mechanisms, and embedding them into SD operations — from training frameworks and quality programs to automation adoption and self-serve deflection strategies. The role demands high ownership — you treat every program as your own, proactively remove blockers, escalate decisively when needed, and hold cross-functional partners accountable to shared commitments without damaging relationships. Experience managing global stakeholder landscapes (L6–L8), navigating matrixed organizations, and delivering results in fast-paced, high-volume IT support environments is essential. The successful candidate brings 7+ years of program management experience, strong analytical skills, exceptional written and verbal communication, and a demonstrated ability to earn trust, influence senior leaders, and deliver results at scale in ambiguous, high-stakes environments.



Key job responsibilities
Own end-to-end lifecycle of global SD programs — from scoping problems to driving execution and delivering measurable outcomes across AMER, APAC, EU, and LATAM. Partner with Operations, Product, TPM, and Field Engineering leaders to align priorities, negotiate resource allocation, and drive shared accountability across matrixed teams. Identify systemic gaps in service delivery, remote resolvability, and workforce planning — designing scalable mechanisms to improve efficiency and customer experience. Lead SD readiness for large-scale technology rollouts and migrations, ensuring forecasting accuracy, self-serve deflection, and operational hard stops are aligned to protect capacity. Own executive reporting, business reviews, and program narratives connecting operational metrics to strategic outcomes. Drive CSAT/DSAT analysis, root cause investigations, and corrective actions in partnership with Training and Quality teams. Champion continuous improvement through automation adoption, process redesign, and structured training programs that build a skilled, peak-ready global workforce. Build and sustain governance mechanisms — WBRs, MBRs, and program trackers — ensuring transparency and accountability. Proactively identify risks, escalate decisively, and hold cross-functional partners accountable while maintaining trust. Leverage data and trend analysis to inform strategy, prioritize investments, and build compelling business cases for leadership.

Basic qualifications

- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements

Preferred qualifications

- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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