As a Program Manager at Amazon, you will work closely with internal stakeholders, including business managers, engineers, and executives, to deliver high-impact projects. You will also collaborate with external partners to negotiate agreements and improve the overall customer experience of IT services.

Key Responsibilities

• Define and propose strategies for IT operational improvements and efficiency.
• Lead region-wide projects, focusing on the APAC region, from inception through deployment.
• Develop detailed functional requirements, both technical and non-technical, ensuring compliance with country-specific regulations and business needs.
• Lead medium to large-scale programs across global IT services, ensuring timely delivery and alignment with business goals.
• Collaborate with regional leadership and cross-functional teams to define project scope, goals, and deliverables.
• Manage the execution of high-impact initiatives, ensuring the successful delivery of IT projects that improve internal processes and systems.
• Improve existing global programs such as Incident Management (IMT), Problem Management, and Change Management, diving deep into identifying issues and establishing plans for improvement.
• Identify gaps in current processes and work to design and implement solutions to enhance operational effectiveness.
• Act as the primary point of contact for senior leadership on program updates, challenges, and success stories.
• Communicate complex technical and business requirements to various stakeholders, including engineers, business managers, and external partners, ensuring clarity and alignment across teams.
• Facilitate Quarterly Business Reviews (QBRs), reviewing past performance, discussing future onboarding requests, and identifying service improvement opportunities.
• Partner with various Service Owners (Enterprise Engineering, Networking, Business Intelligence, Product Management) to influence the development, design, and reporting of on-premise IT tools.
• Work closely with internal teams and external partners to manage the creation and deployment of new IT systems or features that improve internal customer satisfaction and service efficiency.

Basic Qualifications

• 14+ years of professional experience in operations, product development, asset management, or related areas.
• 5+ years of business leadership experience, including setting and influencing strategic direction for large, cross-functional initiatives.
• 6+ years of program management experience, managing medium-to-large scale programs, ideally within the IT infrastructure or services domain.
• BA/BS degree in a relevant field (Business, Engineering, or a technical discipline).

Preferred Qualifications

• Proven success operating in fast-paced, results-oriented environments, with the ability to influence senior business leaders through clear communication, logical reasoning, and presenting alternatives.
• Demonstrated experience managing global programs across multiple regions and cultures, particularly in an IT services context.
• Experience working with or on product development teams, particularly in IT infrastructure and services.
• Asset management experience is a plus, especially in the context of managing IT hardware, software, and services.
• Ability to communicate complex topics simply, presenting profound insights and deep understanding to stakeholders at all levels.
• Excellent negotiation skills to manage relationships with external suppliers and partners.
• Solid understanding of IT operations, including incident, problem, and change management, and the ability to drive process improvements that enhance service delivery and customer satisfaction.

About the Team. The Global On-Premise IT Services Team at Amazon provides comprehensive IT support to Amazon employees in eight key functional areas.

• In-Person Support (IPS)
• Audio-Visual Meeting Room Support (AV)
• Infrastructure Support (IS)
• Day 1 Hardware Onboarding (HOT)
• Logistics (forward and reverse)
• Vending Support
• Events (on-campus/off-campus)
• Livestream Meetings

Incident Management (IMT). As part of this team, you will contribute to delivering world-class IT services that empower Amazon employees globally to be productive and innovative.

Why Amazon?
Amazon offers an exciting and dynamic environment where you can contribute to solving some of the most complex operational challenges. As a Senior Program Manager in IT Services, you will play a key role in driving improvements to IT infrastructure services that directly impact the productivity of Amazon employees and, ultimately, Amazon customers. We offer competitive compensation, comprehensive benefits, and an opportunity to work with some of the brightest minds in the industry.