Technical Infrastructure Program Manager, IT Services

$133,800 - $231,300/Yr

Amazon - Seattle, WA

Full-time

Seattle, WA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Technical Infrastructure Program Manager for IT Services at Amazon is responsible for overseeing the deployment and management of corporate infrastructure across global offices. This role focuses on improving technology deployment processes, ensuring high-quality IT services, and enhancing customer experience. The manager will coordinate with various teams to meet customer requirements and drive accountability for performance and quality in infrastructure deployments.

Responsibilities

• Define deployment KPIs and establish mechanisms to measure, monitor, and alert on deviations from targets.
• Drive accountability for performance and quality for global infrastructure deployments through regular reviews.
• Act as a point of escalation for senior leaders to share feedback that drives change.
• Mature and improve infrastructure deployment services to meet customer demands.
• Drive improvements and efficiencies in deployment processes, reducing engineering effort globally.
• Enhance demand and capacity tracking mechanisms and reporting.
• Build mechanisms for scheduling work from partners to eliminate scheduling bottlenecks.

Requirements

• 7+ years' experience in program or project management at global scale with cross-functional teams.
• 3+ years' experience working with data center or corporate infrastructure and/or operations.
• Fundamental understanding of IT Infrastructure (networking, systems, services).
• Bachelor's degree in Computer Science, Information Technology Management, or equivalent professional experience (7+ years' experience in an IT organization).
• Ability to work independently and self-motivate in a rapidly changing environment.
• Perform IT Optimization assessments and process improvements aligned to best practices and ITIL.
• Experience driving service improvements using data and metrics.

Nice-to-haves

• ITIL v3/4 Practitioner certification.
• Experience driving the design, implementation, and adoption of ITIL across an Enterprise IT team.
• PMP Certification or equivalent.
• Process improvement skills (Lean, Kaizen, Gemba).
• Experience with ServiceNow and analytic tools such as Quicksight and Tableau.
• Root cause analysis and complex problem-solving skills.
• A passion for delivering results and building trust with stakeholders.
• Experience prioritizing demands, scoping large efforts, and negotiating timelines.
• Excellent written and verbal communication skills.

Benefits

• Medical, financial, and other benefits as part of a total compensation package.
• Equity and sign-on payments may be provided depending on the position offered.