Business Operations Manager, IT Services - Global On-Premise Support

Amazon continues to experience explosive growth and are constantly moving at pace. To support this growth IT Services (ITS) is looking for an experienced Business Operations Manager within the IT On-Premise Support organization. The Business Operations Manager will be responsible for contributing to the overall health of the organization focused on maturing the rhythm of the business encompassing Weekly/Monthly/Quarterly Business Reviews oversight of financials data analysis to reduce contacts assisting the development of production goals leading improvements in cross functional workflows and partnering to establish the Amazon On-Premise Support Strategy for IT. This role will focus on improving the Amazonian experience with On-Premise service and support encompassing: site infrastructure in-person IT support executive support meeting room/AV warehouse and logistics PC lifecycle refresh IT vending and Event Production.

This role will be required to successfully partner with various groups across Amazon including Enterprise Engineering Corporate Infrastructure Services Global Real Estate and Facilities IT Products and Development and both physical and logical Security. You will need to interface with Amazon leaders and stakeholders on new programs and initiatives and make tradeoffs between short-term needs vs. long-term needs. The successful candidate is an excellent communicator that finds innovated ways to deliver customer experience improvements within a cross functional collaborative team.

The ideal candidate needs to be a hybrid: part visionary/part firefighter/part builder/part operator. It demands an individual who is passionate about the opportunity to help evolve a critical IT team at a fast-growing company and who is always driving continuous improvement and simplification for customers and the team.

Key job responsibilities
Strategy and Planning Partner in the development of IT On-Premise Support 3-year plan.
Process Improvement Collaborate with peer organizations to lead global service improvement efforts across IT.
Program Management Act as the focal for new products/services launches coming into the On-Premise support team from partner organizations (e.g. Appointment Based Support).
Tools Standardization Lead an effort to rationalize the number of tools leveraged by On-Premise to improve utilization and reporting.
Rhythm of the business Lead the Weekly Monthly and Quarterly business review process for On-Premise support.
Stakeholder Engagement Partner with key stakeholders including Enterprise Engineering Networking Business Intelligence and Product Management to influence the development design and reporting of On-Premise tooling. To accomplish this the candidate must have a solid understanding of IT infrastructure and End User computing in a corporate environment.
Data Analysis Dive deep into contact data to understand why Amazonians require support to influence product roadmaps while reducing defects through process improvement and root cause analysis.
Standardization - Responsible for leading standardization of global processes and reporting across ITS On-Premise Support.


- 6 years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy end to end delivery and communicating results to senior leadership
- 6 years of owning program strategy end to end delivery and communicating results to senior leadership experience
- IT infrastructure IT service management or IT business experience
- Solid understanding of infrastructure telephony and PCs
- Experience in lean six-sigma process improvement.
- Ability to travel regionally and internationally as needed.
- Experience managing programs across cross functional teams building processes and coordinating release schedules.

- 6 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
- Strong verbal/written communication and data presentation skills including an ability to effectively communicate with both business and technical teams.
- Results-oriented person with strong organizational skills and a delivery focus
- Experience working with operations and business teams to communicate impacts and to understand business requirements.
- Clear professional technical writing and communication skills

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary for this position ranges from $84400/year up to $141000/year. Salary is based on a number of factors and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. Applicants should apply via our internal or external career site.