Program Management Manager, Global Tech Services

Role Overview: You will be playing a crucial role as a Transition Manager in leading the global consolidation and transformation of Helpdesk/Service Desk operations for a major retail organization. Your responsibilities will include transitioning from fragmented, region-specific support centers into a centralized, scalable global helpdesk while ensuring minimal disruption to retail operations. Key Responsibilities: - Lead the consolidation and transition of multiple regional or legacy helpdesks into a unified global model. - Build and execute a detailed transition roadmap with defined milestones, dependencies, and risk mitigation strategies. - Align service desk transition goals with the unique demands of retail operations for 24x7x365 support. - Oversee migration or consolidation of contact center platforms such as Genesys (Cloud/Engage) and AWS Connect. - Design and implement an optimized global delivery model leveraging onshore teams for business hours and offshore teams for follow-the-sun and after-hours coverage. - Manage outsourced or managed service providers responsible for helpdesk delivery. - Ensure standardization and optimization of ITIL processes across all regions (Incident, Request, Change, Problem, Knowledge). - Serve as the single point of contact for all transition-related activities and communications across IT, business, retail ops, and executive stakeholders. - Define clear service acceptance criteria, support models, documentation standards, and handover protocols. Qualification Required: - Bachelor's degree in Information Technology, Business, or related field. - ITIL v3/v4 Foundation required; Managing Professional or Intermediate certifications preferred. - 10+ years in IT Service Management roles, with at least 3 years leading complex service transitions. - Proven experience in retail industry IT operations, especially in environments supporting POS systems, in-store technology etc. - Strong background in managing offshore/onshore service delivery models for global user bases. - Experience with telephony and contact center technologies. - Demonstrated success managing third-party vendors and service integration partners. - Hands-on experience with ITSM tools, particularly ServiceNow or equivalent. - Excellent communication and leadership skills, with the ability to engage cross-functional and C-level stakeholders. Note: The company is a consulting firm with a focus on technology and quality. They value diversity and inclusivity in the workplace, providing opportunities for personal growth and career advancement.,