Senior IT Program Manager (OCM & Infra Transformation)

Role Overview

An experienced Program/Project Manager (expected with strong Organizational Change Management (OCM) capabilities) to lead large-scale Infrastructure Transformation programs across APAC.  The Manager will be responsible for delivering Global Service Desk transformation and Cloud Shift programs, ensuring successful technical implementation and sustainable operational change across business units.

Duties & Responsibilities

• Lead end-to-end delivery of Infrastructure Transformation programs (e.g., Global Service Desk consolidation, operating model redesign, service standardization).
• Partner with IT leadership, HR, and business stakeholders to align transformation initiatives with business objectives.
• Drive Organizational Change Management strategy - Lead change impact assessments across countries, functions, and user groups..
• Design and implement behavioral change strategies (e.g., shift to centralized/global service desk usage).
• Develop and execute stakeholder engagement, communication, and training plans across multiple countries in APAC.
• Establish governance structure, project plans, milestones, and reporting for executive stakeholders.
• Manage vendor partners, such as Service Desk Providers, to ensure delivery meets SLAs and transformation goals.
• Measure & Report adoption metrics, service performance, and user satisfaction post-implementation.
• Measure change adoption through KPIs such as ticket routing behavior, self-service usage, and SLA adherence.
• Proactively execute risks management and implement mitigation strategies.
• Implement training and enablement programs for end-users and IT teams.
• Monitor and drive improvement initiatives post go-live.

Key Requirements

• 10+ years of IT Project/Program Management experience within enterprise environments.
• Proven track record in delivering infrastructure transformation initiatives such as service desk, network, cloud, end-user services.
• Proven track record in implementing Organizational Change Management (OCM) in global &/or multi-country environments.
• Experience in APAC regional roles.
• Experience in Global Service Desk transformation and consolidation initiatives.
• Experience managing third-party vendors and outsourcing partners.
• Experience in stakeholder management, including senior leadership engagement.
• Excellent communication and influence skills across diverse cultural environments.
• Familiarity with ITIL, Agile, and change management methodologies (e.g., Prosci, ADKAR).
• Ability to operate in complex, matrixed organizations.
• Certifications such as PMP, PRINCE2, or Prosci Change Management.