Principal Program Manager, Support Strategy & Operations

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• Lead the design and implementation of a scalable AI Cloud Support Delivery Model aligned with ITIL service management principles.
• Establish operational frameworks for 24x7 Incident Management, Problem Management, Change Management, and Customer Success Management.
• Define global support workflows, escalation paths, service ownership models, and operational governance structures.
• Develop documentation and operational playbooks for new support processes and delivery models.
• Partner with Support Leadership to define organizational structure, role definitions, and operational responsibilities.

• Lead complex cross-functional programs that improve operational efficiency, service reliability, and customer experience.
• Develop and manage program roadmaps, milestones, deliverables, and budgets for strategic support initiatives.
• Coordinate execution across multiple teams including Engineering, Datacenter Operations, Customer Success, and Support Engineering.
• Identify risks, dependencies, and operational gaps, and proactively drive mitigation plans.
• Track program health and progress using defined metrics and reporting frameworks.

• Drive adoption of ITIL-aligned service management processes across the organization.
• Establish and monitor key operational metrics including MTTR, SLA adherence, incident trends, problem resolution effectiveness, and change success rates.
• Implement continuous improvement frameworks to mature operational processes and service reliability.
• Facilitate post-incident reviews and drive root cause analysis improvements through Problem Management practices.

• Act as a strategic liaison between Support, Engineering, Product, and Datacenter Operations to ensure alignment on operational priorities.
• Partner with engineering teams to improve service observability, incident response automation, and operational readiness.
• Work with Customer Success and account teams to ensure support delivery aligns with enterprise customer expectations and service commitments.

• Develop executive-level dashboards and reporting mechanisms to communicate program progress, operational health, and service performance.
• Provide leadership with insights and recommendations based on operational metrics and program outcomes.
• Establish governance structures to ensure consistent execution of support initiatives and operational standards.

• Translate strategic objectives for AI infrastructure support into actionable programs and operational frameworks.
• Lead the planning and execution of large-scale initiatives that enable the organization to support rapid customer growth and platform expansion.
• Drive alignment between technical teams and operational teams to ensure scalable service delivery.
• Identify opportunities to improve operational efficiency through automation, tooling, and process optimization.
• Champion a culture of operational excellence, accountability, and continuous improvement across the support organization.

• Bachelor’s degree in computer science, Information Systems, Engineering, or a related field (master’s degree preferred).
• 7–10+ years of experience in program management, operations strategy, or service delivery within cloud infrastructure, AI infrastructure, or large-scale distributed systems environments.
• Experience working within technical support organizations, cloud operations, or site reliability engineering environments.
• Proven experience leading cross-functional programs involving engineering, infrastructure, and operations teams.
• Experience implementing or operating within ITIL-based service management frameworks.
• PMP, PgMP, or ITIL certification is a plus.

• Strong understanding of cloud infrastructure operations, AI/ML infrastructure environments, or hyperscale platforms.
• Familiarity with ITIL service management practices including Incident, Problem, and Change Management.
• Experience working with operational tooling such as ServiceNow, Jira, observability platforms, or incident management systems.

• Exceptional ability to manage complex programs across multiple teams and stakeholders.
• Strong project planning skills including roadmap development, milestone tracking, and risk management.
• Ability to balance strategic thinking with hands-on execution.

• Excellent communication skills with the ability to influence both technical teams and executive leadership.
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to translate technical operational challenges into business insights.

• Strong analytical skills with the ability to interpret operational data and drive actionable insights.
• Ability to identify systemic operational issues and implement long-term improvements.
• Strategic mindset with the ability to build scalable operational frameworks.

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