Program Manager, Desk Tech Services EMEA Operations, Global OnPrem Services

Amazon's Global ITS On-Premises organization seeks an experienced Program Manager to lead our EMEA Desk Tech operations and drive strategic initiatives for vendor training and development. This role will be instrumental in establishing and maintaining high-quality service standards across the EMEA region while ensuring operational excellence through training and development.

Effective communication skills are crucial as you collaborate with internal partner teams, external vendors, and Amazon leadership. The ideal candidate can influence others without relying solely on formal authority. Given our diverse global stakeholders and widespread presence, it is essential to navigate egalitarian structures and foster active regional participation in decision-making. You also ensure that third-party partners have sufficient training, tools, and equipment for reporting, and that these resources are regularly maintained and available.

Key job responsibilities

• Lead end-to-end program management for Desk Tech services across the EMEA region

• Collaborate with the global Desk Tech program manager on standardizing service

• Develop and implement standardized vendor training programs to ensure consistent service delivery

• Establish and maintain quality assurance frameworks for vendor training programs

• Drive operational improvements through data-driven decision making

• Manage stakeholder relationships across multiple time zones and regions

• Create and maintain program documentation, including roadmaps, risk assessments, and status reports

About the team

ITS On-Premises Services manages and enhances infrastructure across Amazon's corporate offices. We ensure seamless operations through comprehensive support of networking, meeting room technology, Logistics operations and client computing services. Our scope ranges from small offices to large corporate campuses, focusing on delivering exceptional customer experiences while managing complex technical challenges.

• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Bachelor's degree
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• Knowledge of enterprise IT management frameworks like COBIT or ITIL

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience in multicultural communication
• Experience in data analysis and reporting
• PMP or similar project management certification
• Knowledge of EMEA business practices and regulations

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