Sr Program Manager, Tech - Program Management (Tech)
About the Role
You will report to the Head of Global IT Support & IT Supply Chain and own the operational maturity of our global IT Service Desk. The role carries direct accountability for the roadmap behind cross-functional programs that change how we support 30,000+ employees across 300+ offices.
Day to day, you will run our shift-left and AI-first programs: growing virtual-agent deflection, merging Tier 2 and application operations into a single administration team, and restructuring vendor contracts around automation and reliability outcomes instead of headcount. You will set SLA standards, lead executive-level escalations, and make the calls on where to invest engineering effort versus vendor capacity.
What You’ll Do
- Own the regional IT Service Delivery roadmap. Use operational data to find systemic gaps and design strategies that keep support capacity ahead of business growth.
- Run the shift-left and AI-first program: grow virtual-agent ticket deflection past 200K per year, consolidate Tier 2 and application operations into one team, and bring Tier 3 into IT Ops so escalations stay under one roof.
- Set and enforce SLA, QA, and vendor-governance standards across managed service providers. Restructure vendor compensation so it rewards deflection, auto-resolution, mean time to resolve, and quality—not headcount.
- Act as the final escalation point for high-stakes technical incidents. Coordinate rapid response across engineering, security, and business technology teams, and own crisis communication to executives.
- Run a portfolio of global initiatives (office launches, M&A integrations, major tool rollouts). Manage dependencies, critical paths, and resource constraints across parallel workstreams.
Basic Qualifications
- 8+ years in IT program management or IT operations leadership, with direct experience managing global or multi-regional service delivery teams.
- Track record of driving operational transformation: shift-left programs, AI/automation adoption, or vendor-model redesigns at scale.
- Deep working knowledge of ITSM platforms (ServiceNow preferred), ITIL frameworks, and enterprise IT environments (endpoint management, identity, networking, collaboration tools).
Preferred Qualifications
- Hands-on experience with AI-driven service transformation: virtual-agent deflection, automated ticket resolution, or self-service portal rollouts.
- PMP, PgMP, ITIL Expert, or Six Sigma certification.
- Proficiency in SQL, Tableau, or advanced spreadsheet analysis for operational reporting and executive storytelling.
- Experience with ITSM platform engineering, IT asset management tools, or procurement platforms.
- Background managing large MSP relationships end to end: RFP processes, quarterly business reviews, and performance-based contracts.
- Previous experience managing a large operation organization of size 100+ technicians
PgM Competency Alignment (L5 – Sr. PgM I)
Competency | Expected Behaviour |
Organize & Execute | Defines and organizes programs, drives progress autonomously, and resolves complex issues without waiting for direction. Maintains high productivity and quality across every program in the portfolio. |
Fearless & Truth Seeking | Spots organizational disconnects early and moves to fix them without being asked. Junior PgMs treat this person as a reliable source of ground truth. |
Domain Aptitude | Deep, working expertise in IT service delivery, ITSM, AI-driven support, and vendor management. Uses that knowledge to find gaps and push improvements before they become urgent. |
Leading Through Influence | Gets things done through others without positional authority. Pulls diverse viewpoints together into a clear recommendation and moves the group to act. |
Effective Communication | Communicates complex operational topics clearly to cross-functional audiences up to Director level. Produces ERDs, decks, and executive narratives that drive decisions. |
Scaling the Org | Grows the team’s capacity by recruiting, building reusable tools and automation, and improving processes in ways that make the whole organization faster. |