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We are seeking a Business Operations & Strategy Program Manager to lead the design and execution of a predictive, proactive, and preventative operating model for IT Service Operations. This role partners closely with IT leadership and operational teams to define strategy, establish best practices, and drive execution of large-scale service transformation initiatives.
Job Responsibility:
Define and lead strategic programs focused on transforming IT service operations
Design and implement proactive, predictive, and preventative servicing operating models
Partner with stakeholders to develop roadmaps, execution plans, and success metrics
Drive cross-functional alignment to ensure initiatives are delivered effectively and on schedule
Provide hands-on guidance in process design, operational execution, and change management
Leverage ServiceNow capabilities to enable scalable and data-driven service operations
Identify best practices and operating models based on prior transformation experience
Support adoption of new servicing models across IT teams and stakeholders
Requirements:
Senior-level experience in business operations, strategy, or program management
Proven experience leading enterprise operational transformation initiatives
Strong experience working with IT Service Management and service operations teams
Hands-on experience with ServiceNow platforms and implementations
Ability to operate at both strategic and execution levels
Strong stakeholder management and communication skills
Nice to have:
Experience with Nexthink or similar digital experience monitoring platforms
Familiarity with proactive or predictive IT operations models
Experience supporting internal IT organizations during large-scale change initiatives
Knowledge of ITIL-based service management frameworks