Lead high-impact, cross-functional programs within OTS Service Desk, spanning a global network of Operations, Product, TPM, and Field Engineering teams. This pivotal role encompasses the complete program lifecycle, from tackling ambiguous challenges to ensuring scaled execution. You will be instrumental in driving operational excellence, enhancing service delivery, and achieving superior customer experience outcomes across diverse regions and time zones. The ideal candidate demonstrates resilience in the face of uncertainty, possesses the ability to independently structure complex issues, define clear program roadmaps, and deliver tangible results without requiring complete information.

Collaborate closely with global Service Desk Operations leaders to pinpoint service delivery gaps, forecast inaccuracies, remote resolvability issues, and workforce planning challenges. Translate these insights into actionable programs with well-defined milestones and clear accountability. Influence without direct authority across Product, TPM, and Field teams to harmonize priorities, secure essential commitments, and champion the adoption of Service Desk-led initiatives, even amidst competing interests.

Navigate negotiations with stakeholders from various functions regarding resource allocation, process ownership, and operational trade-offs. Maintain a composed demeanor and foster trust through data-driven advocacy and transparent communication. Own executive-level reporting, business reviews, and program narratives that effectively link operational metrics to strategic objectives, providing leadership with clear visibility into progress, risks, and necessary decisions. Drive continuous improvement by identifying systemic inefficiencies, designing scalable mechanisms, and integrating them into Service Desk operations, encompassing training frameworks, quality programs, automation adoption, and self-serve deflection strategies. High ownership is paramount; treat each program as your own, proactively remove obstacles, escalate decisively when required, and hold cross-functional partners accountable to shared commitments without compromising relationships.

Spearhead the end-to-end lifecycle of global Service Desk programs, from initial problem scoping through execution and delivering measurable results across AMER, APAC, EU, and LATAM. Partner with leaders in Operations, Product, TPM, and Field Engineering to align priorities, negotiate resource allocation, and establish shared accountability within matrixed teams.

Identify systemic deficiencies in service delivery, remote resolution capabilities, and workforce planning. Design and implement scalable mechanisms to boost efficiency and enhance the customer experience. Lead Service Desk readiness for substantial technology rollouts and migrations, ensuring accurate forecasting, effective self-serve deflection, and aligned operational safeguards to protect capacity.

Own executive reporting, conduct comprehensive business reviews, and craft program narratives that connect operational metrics to overarching strategic outcomes. Drive Customer Satisfaction (CSAT) and Dissatisfaction (DSAT) analysis, conduct root cause investigations, and implement corrective actions in collaboration with Training and Quality teams. Champion ongoing improvement by fostering automation adoption, redesigning processes, and implementing structured training programs to cultivate a skilled, globally prepared workforce.

Establish and maintain robust governance frameworks, including weekly and monthly business reviews, and program trackers, to ensure transparency and accountability. Proactively identify risks, escalate critical issues decisively, and hold cross-functional partners accountable while diligently preserving trust. Utilize data and trend analysis to inform strategy, prioritize investments, and construct compelling business cases for leadership.

Possess a minimum of 7 years of comprehensive program management experience. Demonstrate strong analytical skills, exceptional written and verbal communication abilities, and a proven track record of earning trust, influencing senior leaders, and delivering results at scale within ambiguous, high-stakes environments.

Minimum 5 years of experience working cross-functionally with both technical and non-technical teams. Minimum 5 years of dedicated program or project management experience. Minimum 5 years of experience delivering complex cross-functional projects. Proven experience in defining program requirements and leveraging data and metrics to drive improvements.

Preferred qualifications include at least 2 years of experience driving process improvements. A Master's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field is advantageous.