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.

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