Service Desk Manager III, Program Management

Responsibilities

• Lead a team of Program Managers and IT engineers to transform Service Desk operations through AI enablement and defect elimination.
• Own end-to-end delivery of concurrent strategic programs, ensuring they are completed on time, within budget, and with high quality.
• Establish governance frameworks, tracking, reporting, and risk management mechanisms for program portfolios.
• Build and scale a global team, developing clear career pathways and technical expertise.
• Manage complex stakeholder dependencies across OTS and Amazon partner teams to unblock deliverables.
• Drive operational excellence by reducing MTTR, maintaining SLA compliance, and implementing predictive capacity models.

Requirements

• 5+ years of experience working cross-functionally with both technical and non-technical teams.
• 5+ years of team management experience.
• 5+ years of experience in cross-functional project delivery.
• 5+ years of experience in program or project management.
• Proven experience defining program requirements and using data and metrics to drive continuous improvements.

Preferred Qualifications

• Knowledge of SQL.
• PMP certification.
• MBA degree.

Benefits

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

About the Company

Amazon is a global leader in technology and customer-centric services. The Service Desk Strategy COE Continuous Improvement team acts as the engine that transforms vision into measurable operational reality, positioning the Service Desk as an AI center of excellence.