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.