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. 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.

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
• Set and enforce SLA, QA, and vendor-governance standards across managed service providers. Restructure vendor compensation so it rewards deflection, auto-resolution
• Act as the final escalation point for high-stakes technical incidents. Coordinate rapid response across engineering, security, and business technology teams
• Run a portfolio of global initiatives (office launches, M&A integrations, major tool rollouts). Manage dependencies, critical paths

What you need

• 8–14 yrs of experience
• M&A
• Any graduate

Good to have

• ITIL
• ServiceNow
• SQL
• Project management
• Six Sigma
• Tableau