GIS Program Manager, Global Service Desk Governance & Digital Experience Lead
About the position As the Global Service Desk Governance & Digital Experience Lead, you will transform the way employees experience IT support worldwide. You will ensure our service desk operates as a strategic enabler—driving governance, compliance, and digital experience excellence across regions.
Responsibilities
- Define Global Strategy & Governance
- Establish service desk vision aligned with ITIL best practices and organizational objectives, ensuring SLA compliance and MSP adherence.
- Own Digital Employee Experience (DEX)
- Define and monitor Experience Level Agreements (XLAs), driving measurable improvements in user sentiment and productivity.
- Drive Continuous Service Improvement (CSI)
- Deliver initiatives based on analytics and feedback, with clear completion metrics and impact on service quality.
- Lead Automation & Self-Service Adoption
- Define roadmap and collaborate with engineering teams to achieve ticket deflection targets and automation ROI.
- Governance & Vendor Management
- Conduct MSP compliance reviews and governance meetings, ensuring contractual adherence and risk mitigation.
- Major Incident Governance
- Act as escalation point for major incidents, coordinating stakeholders to achieve reduced Mean Time to Resolution (MTTR).
Requirements
- 8+ years in IT Service Management with global governance experience
- Strong ITIL knowledge (Service Strategy, Design, CSI)
- Proven experience in vendor/MSP governance and compliance
- Familiarity with ITSM platforms (e.g., ServiceNow)
- Excellent stakeholder management and communication skills
- ITIL v3 Certification (mandatory)
- ITIL v4 Certification (mandatory)
Nice-to-haves
- Experience with XLAs and employee experience frameworks
- Knowledge of automation and AI-driven service desk technologies
- Advanced data analytics and reporting skills
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred)
- Additional certifications in Service Management or Governance (e.g., COBIT, ISO 20000) desirable
Benefits
- At Lam, our people make amazing things possible. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.